Case study: Reduce time spent dealing with tenants | kerfuffle

How the client benefitted

Reduced rework and ensured regulatory compliance

Right first time

Dealing with tenant issues right first time reduced rework.

Increased accountability

Tick-sheets enabled management to audit staff output.

Ensure compliance

Tick-sheets included steps to ensure regulations like AML were being followed.

Our Strategy

This engagement started with a request to ensure compliance in Property Management, as management could not track if compliance was being correctly followed. However, after careful analysis of the procedures, it became apparent this agent had a culture of "reply and move on", and in doing so was creating additional work later down the line. 

The first deliverable was to define a compliant process that management was happy with, and then provide a foolproof tick-sheet of what every staff member need to do for each step - as detailed as "tick this box on the CRM".

The second deliverable was a set of management reports, and a self-evident tick sheet for management to produce the reports, to give visibility into the activity of the property management team, reducing board-level anxiety. 

Lastly, every staff member was trained in how to use their tick sheets, and the company committed to regular refresher training, to ensure standards remain high.

As a by-product of these defined processes, tenants complaint's were no longer passed around team members increasing tenant satisfaction, and staff dealt with more issues first-time reducing rework.

Richard Durrant

Commercial & Strategic Director

#Compliance / #Lettings / #Sales

I have spent the past 24 years in the property industry. My journey started as an office junior and I ended up as the MD of a 12 branch estate agency group. I've also set up and exited 2 small...View bio

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