Introduction to Wright Letting & Management

Wright Letting & Management is an independent lettings agency based in Nantwich, Cheshire, managing approximately 400 residential properties, from one-bedroom flats to six-bedroom family homes. Founded seven years ago by Joanne Wright, the agency covers the full lettings lifecycle with a small team: enquiries, viewings, tenancy agreements, renewals, and property management.

As the portfolio grew, inbound enquiry volume began to outpace what the team could handle manually, particularly outside office hours. Wright needed to maintain service quality and response speed without scaling headcount.

Understanding Wright's Operational Challenges

Wright's lettings workflow relied on Alto CRM and manually maintained spreadsheets. Every new enquiry followed the same process: respond to the initial contact, collect qualifying information (income, household size, pets, move-in date, affordability), chase for missing details across multiple rounds of back-and-forth, log the data, and only then book a viewing.

The process was time-intensive during working hours, but the real gap was outside of them. The office closed at 2pm on Saturday and reopened at 9am on Monday. Every enquiry received during those 43 hours sat unanswered until the team could work through the backlog. By the time prospects heard back, they were at work and distracted. The window of interest had closed.

The result: slower response times, lower conversion from enquiry to viewing, and a Monday morning bottleneck that consumed hours before a single appointment could be booked.

An Improved Operating Model, Powered by LightWork

Wright deployed Felicity, LightWork's AI assistant, in January 2026. Within weeks, Felicity was fully integrated across the agency's core lettings workflows, handling inbound enquiry emails, qualifying leads through multi-turn conversations, managing out-of-hours phone calls, and routing resident queries to the appropriate team member.

Felicity conducts the same qualifying process the team previously handled manually, collecting income, household, pet, and affordability information, and persists until every required field is complete. The result is a fully qualified applicant profile delivered to the team, ready for a viewing to be booked. Outside office hours, callers are routed to Felicity via a phone menu for voice-based qualification.

Deployment was immediate. No training period, no phased rollout. Felicity was live across email and phone within weeks of first contact.

"Before Felicity, every Monday morning I was chasing up people, calling them, trying to get their details and book their viewings. Now I come in and Felicity has done that overnight. She's contacted every enquiry, collected all the information we need, and I'm able to just update our system and get the viewings booked straight away. When you get used to it, you think: how did we ever manage without it? It's like part of our life now."

— Lily, Lettings Coordinator, Wright Letting & Management

The Results

Since going live in January 2026, Felicity has delivered measurable impact across Wright's lettings operation.

Response Time: 2 to 4 Hours → Under 20 Seconds

Average enquiry response time dropped from 2 to 4 hours to under 20 seconds. Every enquiry, whether it arrives at 2pm or 2am, receives an immediate, personalised response. The 43-hour weekend gap has been eliminated.

~80% Automation Rate

Around four in five enquiries are now fully qualified without any human involvement. The lettings coordinator's role has shifted from chasing information to conducting viewings, moving from back-office admin to revenue-generating, client-facing work.

~50% Out-of-Hours Coverage

Half of all conversations Felicity handles take place outside office hours: evenings, weekends, and bank holidays. Enquiries that previously went unanswered until the next working day are now handled in real time.

1,276 Conversations in 28 Days

Felicity manages approximately 320 conversations per week across email and phone. In a single 28-day window, she handled 1,276 conversations, the majority without requiring any team intervention.

Applicant Experience

Felicity's natural language and voice capabilities are indistinguishable enough from a human team member that applicants regularly engage without realising she is AI-powered, with some visiting the office in person to meet her. For landlords and applicants, the experience is a consistent, 24/7 service that never drops a conversation.

Supporting Change

Adoption across the team was immediate, but the shift in how the agency operates day-to-day has been significant. Lily, the lettings coordinator, previously spent her mornings chasing enquiries, collecting qualifying details, and working through admin. With Felicity handling qualification end-to-end, Lily now conducts viewings herself, a direct shift from back-office admin to revenue-generating, client-facing work.

The manual spreadsheet that tracked applicant data has been replaced entirely. All qualifying information is captured in structured form, creating a clear audit trail for internal decision-making and accountability.

Wright is now rolling out the next phase: automated viewing booking and appointment reminders to reduce no-shows. Maintenance triage and a daily AI-generated operational briefing are on the roadmap.