customer story
How Wright Letting & Management Transformed Their Lettings Operations with LightWork AI
Lettings Lead Qualification
Out-of-Hours Phone
Inbound Email Triage
90%
58%
~14s
Joanne Wright and the team share their experience with Felicity.
their story
Meet Wright Letting & Management
Wright Letting & Management is an independent, owner-managed lettings agency that delivers a personal, hands-on service to landlords and tenants in a market town in Cheshire. With a portfolio of around 400 managed properties, their 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
Understanding Wright Letting & Management's Operational Challenges
Wright's lettings workflow relied on a combination of CRM and manually maintained spreadsheets. Qualifying a single enquiry required multiple rounds of back-and-forth to collect income, affordability, and household information before a viewing could be booked. The real gap was outside office hours. The office closed at 2pm on Saturday and reopened at 9am on Monday, and every enquiry received 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 response times, lower conversion from enquiry to viewing, and a Monday morning bottleneck that consumed hours before a single appointment could be booked.
"There's a time delay in receiving the information because at the point they enquire, that's when they're sat at home, that's when they're interested. Not on Monday when they're back in work and getting sidetracked."
— Joanne Wright, Director
felicity in action
An Improved Operating Model, Powered by LightWork AI
Wright Letting & Management deployed Felicity, LightWork's AI assistant, to automate communications across their core lettings workflows. Since the beginning of the partnership in January 2026, Felicity has helped Wright Letting & Management improve response times, increase the volume of qualified viewings, and reduce the administrative burden on their team.
Felicity handles inbound enquiry emails, qualifies leads over email and phone, manages out-of-hours phone calls, and routes resident queries to the appropriate team member. She runs the full qualifying process the team previously handled manually, including sensitive questions around income, affordability, and household size that can be uncomfortable for staff to ask directly, 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.
Deployment was immediate. No training period, no phased rollout. Felicity was live across email and phone within weeks of first contact.
"We haven't actually told anybody that Felicity isn't a real person. Emails come in 'Hi Felicity.' They think they're emailing a real person. Somebody has even been into our office more than once asking to speak to her."
— Joanne Wright, Director
8.4%
31.2%
Lead-to-viewing conversion
2 - 4 hours
<20s
Average response time
0%
58%
Conversations outside office hours
the results
Measurable Impact Across the Lettings Operation
Since going live in January 2026, Felicity has delivered measurable impact across Wright Letting & Management's lettings operation.
Lead-to-Viewing Conversion
The proportion of inbound prospects who reached the viewing stage increased 3.7x year-on-year, from 8.4% to 31.2%. More enquiries are being qualified, more viewings are being booked, 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. As a result, more than half of all conversations Felicity handles take place outside office hours, across evenings, weekends, and bank holidays. In a single 28-day window, Felicity managed 1,276 conversations across email and phone, the majority without requiring any team intervention.
Automation Rate
Around four in five enquiries are now fully qualified without any human involvement. Felicity's voice and written communication is natural and conversational that applicants regularly engage without realising she is AI-powered.
"For our clients, the big thing is they now think we're open 24 hours a day, seven days a week."
— Joanne Wright, Director
Honourable Mentions
Joanne Wright
Director · Wright Letting and Management
Joanne Wright is the founder and director of Wright Letting & 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.
