Streamlining Tenant Management

Streamlining Tenant Management for a

Busy London Estate Agency

“They’re not just support, they’re part of our team. Seamless helped us raise our game and deliver the kind of service our landlords expect in a market like London.”

The client

Operating across multiple postcodes in South and East London, this estate agency manages around 300 rental properties. With a rapidly growing portfolio, they found it increasingly difficult to stay on top of tenant communication, reactive maintenance, and day-to-day admin, while still providing the high-touch service landlords expected.

The challenge

The lettings team was swamped. Tenant emails were going unanswered, maintenance requests were falling through the cracks, and landlord confidence was starting to slip. Hiring locally was expensive and slow, but the team urgently needed help to restore service levels and relieve pressure on their in-house staff.

How Seamless helped

We placed two experienced remote property managers into the agency’s team, trained in their CRM, maintenance systems, and communication protocols. They now manage the daily volume of tenant requests and oversee all first-line maintenance issues.

Tenant & occupancy management

Tenant communication: Monitors and responds to all tenant emails and calls, prioritising urgent requests and maintaining service standards

Maintenance coordination: Logs issues in Fixflo, assigns jobs to approved contractors, and tracks progress through to resolution

Tenant notices & reminders: Sends out communications around inspections, access, planned works, and policy reminders

Arrears support: Tracks outstanding rent and sends professional, timely reminders

Admin & filing: Organises tenancy documents, compliance certificates, and maintenance records in the client’s digital systems

Impact

70% Reduction in response time: Tenant queries are now typically replied to within 12–24 hours
Fewer landlord complaints: Improved communication and faster resolution of maintenance issues
No more admin bottlenecks: Lettings team free to focus on high-value activity
Seamless brand experience: Tenants and landlords receive consistent, professional service, even at scale.