From Monday Morning Bottleneck to 24/7 Coverage With No Added Headcount.
Joanne Wright and the team share their experience with Felicity.
THEIR STORY
Meet Wright Lettings & Management
Wright Lettings & Management is an independent, owner-managed lettings agency in a market town in Cheshire. With around 400 managed properties, they're committed to responsive communication and high service standards at every stage of the lettings lifecycle. As an owner-managed business, they prioritise direct relationships with landlords and a consistent, positive experience for tenants.
THE CHALLENGE
The 43-Hour Gap That Was Costing Viewings
Their lettings workflow ran on a mix of CRM and manually maintained spreadsheets. Qualifying a single enquiry meant multiple rounds of back-and-forth to collect income, affordability, and household details before a viewing could even be booked.
But the real gap was outside office hours. The office closed at 2pm on Saturday and didn't reopen until 9am on Monday. Every enquiry that came in during those 43 hours sat unanswered. By the time prospects heard back, they were at work, distracted, and the window of interest had closed.
The result: slower responses, fewer viewings booked, and a Monday morning bottleneck that ate hours before a single appointment could be confirmed.
FELICITY IN ACTION
What Changed When Felicity Went Live
Wright Letting & Management brought in Felicity, LightWork's AI assistant, to handle communications across their core lettings workflows. Since January 2026, Felicity has helped the team respond faster, qualify more leads, and free up hours that now go towards compliance and landlord relationships.
Felicity picks up inbound enquiry emails, qualifies leads over email and phone, takes out-of-hours calls, and routes resident queries to the right team member. She handles the full qualifying process the team used to do manually, including the sensitive questions around income, affordability, and household size that can be awkward for staff to ask directly, and keeps going until every required field is complete. The result is a fully qualified applicant profile, ready for the team to book a viewing.
Customers have noticed the difference. Applicants have commented on how quickly they hear back, and that they're getting responses at all hours, not just during the working day.
There was no training period and no phased rollout. Felicity was live across email and phone within weeks of first contact.
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Before vs. After
Metric | Before | After |
|---|---|---|
Lead-to-viewing conversion | 8.4% | 31.2% |
Average response time | 2–4 hours | <20s |
Out-of-hours coverage | None | 58% of all conversations |
THE RESULTS
Measurable Impact Across the Lettings Operation
Since going live in January 2026, Felicity has delivered measurable results across Wright Lettings & Management's lettings operation.
Lead-to-Viewing Conversion
The proportion of inbound prospects reaching the viewing stage increased 3.7x year-on-year, from 8.4% to 31.2%. More enquiries are being qualified and fewer prospects are lost to slow follow-up.
Response Time
Every enquiry receives an immediate response. The voice capability means the 43-hour weekend gap has been eliminated. More than half of all conversations Felicity handles take place outside office hours, evenings, weekends, and bank holidays. In a single 28-day window, Felicity managed 1,276 conversations across email and phone, the majority without any team intervention.
Automation Rate
Around four in five enquiries are now fully qualified without any human involvement. Felicity's voice and written communication are so natural and conversational that applicants regularly engage without realising she's AI-powered.
Time Reinvested in Compliance
With Felicity handling qualification and out-of-hours comms, the team has been able to redirect that capacity towards Renters' Rights Act compliance. With the RRA now law, every lettings agency is facing a step change in regulatory obligations, and Wright Lettings & Management had already freed up the hours to stay ahead of it. The team now has bandwidth to manage the additional compliance workload while still being able to take on new landlord instructions.
About the Customer
Joanne Wright
Director · Wright Letting and Management
Joanne Wright is the founder and director of Wright Lettings & Management, where she oversees all aspects of the agency's operations, from lettings strategy and compliance to team management and business development. With seven years of experience building the agency in Nantwich, Cheshire, Joanne combines hands-on property management expertise with a willingness to adopt new technology where it delivers measurable results.
