Managed services
Running lettings administration and an IT service desk as one managed service
A London property and lettings group was losing days to manual tenancy paperwork while its branches waited on slow IT support. A single managed service took on both and tied them together.
Results at a glance
- -60%
- Tenancy setup time
- -33%
- Applicant drop-off
- -71%
- IT ticket resolution
- 96%
- SLA attainment
5 to 2 days
27 to 8 hours
service desk
The challenge
Tenancy setup was a paper trail of referencing, deposits and right-to-rent checks that took the better part of a week, and applicants were dropping out while they waited.
At the same time branch staff had no dependable IT support, so a broken printer or a locked account could stall a whole office for hours. The group wanted one accountable partner rather than two suppliers pointing at each other.
Pain points
- Tenancy setup taking around five working days
- Applicant drop-off during slow referencing
- IT tickets resolved in over a day on average
- No single owner for admin and IT together
Our approach
- Took over lettings administration end to end, from referencing to deposit registration and right-to-rent checks
- Ran a service desk with clear SLA targets for branch IT issues
- Standardised tenancy documents and checklists so nothing stalls waiting on a missing field
- Managed tenant and applicant data under UK GDPR with role-based access and a Data Processing Agreement
Results at a glance
The results
- Tenancy setup fell from about five working days to two, and fewer applicants dropped out.
- IT tickets were resolved in hours rather than the next day, so branches kept working.
- One partner owned both workstreams, which cut the finger-pointing and the follow-up chasing.
Having one team own the paperwork and the service desk changed the rhythm of every branch. Tenancies complete faster and nobody loses a morning to a locked account.
Common questions
A single accountable partner removes the gap where two suppliers blame each other, and it lets us design the tenancy workflow and the tooling that supports it together rather than in isolation.
These are representative engagements. Client identities are anonymised and the metrics are illustrative of the type of results this work delivers, not audited figures for a named client.
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Six-hour response. UK GDPR compliant. Named UK accountability.