Every Enquiry Answered, Every Job Audit-Trailed, Before the Office Opens
Lettings Lead Qualification
Out-of-Hours Phone & Email
Full Audit Trail
Their Story
Meet Holland Properties
Holland Properties is an independent, single-branch agency where small team handles lettings, sales and property management on MRI, with over 220 properties running through Felicity. Chris Didd, who heads up property management and comes from an IT background, had long suspected the tools the industry relied on were holding agencies like his back.
The Challenge
The 24-48 Hour Gap Between an Enquiry and a Reply
Enquiries arrived through the portals and landed in two places at once: the team's inboxes and the CRM. Someone had to spot them, pick them up, and work back through them by hand. With a small team juggling viewings, inspections and management, that took time. The average wait for a client to hear back was a day to two days.
Out of hours, there was no coverage. This meant that the evening call, the weekend enquiry, or the tenant reporting a problem at 9pm all waited for the team to be back at their desk. As a small independent, the kind of system that could close that gap had always sat out of reach.
Felicity in Action
What Changed When Felicity Went Live
Felicity now answers the calls, emails and messages, including the ones that come in after the office closes. Each enquiry comes back qualified, with the details the team would otherwise have spent the first call collecting. Urgent items get flagged through a link so they can be dealt with straight away, rather than sitting in an inbox until morning.
For the team, the morning starts in a different place. Instead of cold-calling a list to find out who's who, they walk into conversations already knowing the applicant, their position and what they're after. The junior staff who used to feel awkward asking the qualifying questions no longer have to. Felicity has already asked them.
Felicity sits in front of the agency's MRI system, fielding the calls and emails as they land. The team still makes every decision that matters: anything Felicity is unsure of reaches a person, fully briefed, so nothing important is left unnoticed. For a small team stepping into AI for the first time, that, plus the LightWork team on hand when something needs a steer, made it far less daunting.
See what Felicity would handle for your team
Metric | Before | After |
|---|---|---|
Enquiry turnaround | 24-48 hours | Instant first response, day or night |
Out-of-hours cover | None | Calls, emails and messages answered |
Work order management | Excel spreadsheets | Live data in one view |
The Results
Time Back Where It Counts
Since going live, the change Chris points to first is time. Roughly 10 to 15 minutes per enquiry, per person, per day, no longer spent on the tick-box questions every agent runs through. Out of hours, problems that used to mean a chain of phone calls now arrive already triaged, so the team picks them up in minutes rather than starting from scratch.
That time goes somewhere useful, such as finding new instructions, door knocking, doing inspections, and chasing new business opportunities a small team rarely has spare hands for.
Off the spreadsheets, onto live data
Holland had been running work orders out of Excel. Felicity pulls it into one place, and it updates as things happen, so the team can see the state of every job without hunting through windows. Chris says that it's enabled his team to come away from the Excel spreadsheets because they can see all the data in Felicity's platform, and it's live and up to date.
An audit trail, ready for the Renters' Rights Act
Every job now carries its own record: when it came in, who was contacted, the questions asked, the works order, the message back to the landlord. For a sector heading into the Renters' Rights Act and PRS reform, where visibility is the whole game, that record is worth more than the time it saves.
About the Customer
Chris Didd
Head of Property Management
Chris leads property management at Holland Properties and came into the industry from an IT background, which left him with little patience for the outdated systems agencies tend to put up with. He brought Felicity in to give a small independent team the kind of cover that used to belong only to the big firms.
