Based in the Midlands, this independent property management company oversees 400+ residential units across mixed tenures; HMOs, single-lets, and small blocks. With a compact in-house team, they pride themselves on personal service but were struggling to meet rising tenant expectations around responsiveness, especially outside standard working hours.
The team was receiving a growing volume of calls and emails late in the day and over weekends; everything from boiler issues to urgent access problems. Their local team couldn’t keep up without sacrificing work-life balance or hiring an expensive out-of-hours call centre, which didn’t offer the personal service their brand promised. Their reviews were suffering.
We introduced two remote property managers on staggered shifts, covering early mornings, evenings, and Saturday hours. Both were trained in the client’s tone, tools (including Fixflo and their custom CRM), and escalation protocols.
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