THE COMPANY
Meet Move Inn Estates
Move Inn Estates is a West London sales and lettings agency run by brothers Jay and Avi Singh, who started it in 2011 and grew it from a garden annexe to two branches in Heston and Iver.
High-volume, service-first, in one of the most competitive corners of the London market. The kind of independent where the founders still know the callers by name, and where a missed call is a missed instruction.
THE CHALLENGE
The calls you can't get to, and the evenings no one is there for
At Move Inn's volume, the phones never stop. Applicants call to book viewings, vendors call for valuations, landlords call with questions, and when every negotiator and admin is already busy, the next call goes unanswered. Not through neglect, through sheer volume. Each missed call is a missed instruction or a missed viewing.
The bigger gap opened after the branch shut. A large share of enquiries were landing outside office hours, with no one there to catch them, and by the next morning the applicant had often booked in with whoever replied first. An earlier AI provider had promised to close that gap but moved too slowly, and customer care started to slip, which for Move Inn was the line in the sand.
FELICITY IN ACTION
One colleague across every channel, around the clock
Felicity went live on 9 May 2026 across phone, email, SMS and WhatsApp. She answers the calls the team can't get to, replies instantly to new enquiries, and qualifies vendors, landlords and applicants before anyone on the team picks up the thread. A missed or dropped call now triggers an instant message back, so an enquiry that would have been lost becomes a live lead again. When she reaches something she should not decide alone, she hands it to the team with the context already gathered.
When the branch is closed, Felicity keeps working: she answers questions about a property, offers set viewing slots, and books people in while the office is dark. Move Inn rolled her out carefully rather than all at once, starting with a handful of cases, watching what happened and tuning as they went.
For Jay, the difference shows up first thing in the morning.
See what Felicity would handle for your team
Metric | Before | After |
|---|---|---|
Enquiries resolved | Handled one by one by the team | 90% resolved by Felicity, 912 with no |
Vendor & landlord screening | Manual, first call spent gathering facts | 63 vendors screened (33% booked a valuation), 36 landlords |
New business influenced | Only what the team had time to chase | £1.155m pipeline (1 SSTC, 3 under offer), |
THE RESULTS
The numbers that decide whether an agency grows
Every enquiry answered, a third of them after hours
Felicity handled 5,904 enquiries across voice and inbox: 2,377 calls and 3,527 messages and emails. A full 34% landed outside office hours and were still answered. She resolved 90% of them, meaning she carried the enquiry to its end without needing a team member, and 912 were handled entirely with no team time at all.
A £1.155m sales pipeline she helped move
Across four properties, Felicity screened a qualified buyer before the sale progressed: one agreed at £550k and three under offer worth £605k. Buyer-influenced means she screened the buyer for that property before it went sale-agreed or under offer in Alto. These are under offer, not yet completed, so this is a leading indicator of revenue, not banked commission. As Avi puts it, the maths looks after itself: one of those sales covers the cost of Felicity for a long stretch.
Screening that fills the diary
Felicity screened 63 sales vendors, a third of whom booked a valuation, and 36 lettings landlords. One instruction Avi won came down to Felicity following up a developer every fortnight while a rival agent let the timeline slip. The team walks into valuations already knowing the story, instead of spending the first ten minutes gathering basic facts.
Time reinvested where it counts: compliance and the team
With the Renters' Rights Act reshaping lettings, Move Inn is using the time Felicity gives back to keep every interaction logged and every step on record, which is exactly where agencies now carry the most risk. And none of it cost the team their jobs. It gave them their time back, and Move Inn is hiring, not cutting.
