190 Properties. No Room Left to Grow.
22 More Added Without Hiring Anyone.
A Midlands-based lettings and property management agency, eleven years in business, seven staff managing 190 properties across residential single lets, HMOs, and a small number of commercial units. Revenue around £380k a year. The team ran on Arthur Online, Fixflo, Xero, and a shared Gmail inbox.
Tenant communication was the biggest drain. Ten to fifteen hours per week across the team cycling through the same recurring questions. Maintenance reports sat for 48 to 72 hours before anyone triaged them, which meant tenants were chasing and landlords were getting complaints.
Rent chasing took 12 to 15 hours every single month. Onboarding a new tenant took 5 to 7 days. Producing landlord statements for all 190 properties took a full day at the end of every month. The owner could not grow the portfolio without hiring, and the numbers on hiring did not work.
The owner could not grow the portfolio without hiring. And the numbers on hiring did not work.
190 properties.
All tracked
by hand.
The team's week, before and after.
Five agents.
One connected
portfolio.
Click any agent to see exactly what it does.
Handles all inbound tenant queries across email and the website contact form. Responds within minutes to rent queries, maintenance status updates, lease questions, move-out processes, and anything else in a repeatable category. Around 70 to 80 percent of queries handled without a human. Anything that needs a person gets flagged, summarised, and routed with full context already written.
Reads every incoming maintenance report, classifies urgency, and checks if the issue is self-resolvable. If it is, it sends the tenant troubleshooting guidance. Around one in five reports get resolved this way. For everything else, it dispatches to the correct contractor automatically based on trade type and urgency, confirms the booking, and updates the tenant. The property manager gets a daily digest.
Monitors rent payments tied to Xero. On the first of every month, checks who has and who has not paid. Sends personalised reminders at day 1, day 5, and day 10. Flags the property manager at 14 days with a draft formal letter ready. The accounts person now reviews one weekly arrears report and handles only escalated cases.
Runs the full onboarding process from applicant approval to keys. Collects documents, chases missing items, initiates references, generates the tenancy agreement, sends for digital signature, schedules the check-in, sends the welcome pack, and logs everything in Arthur Online. Moves between steps automatically.
On the first of every month, every landlord receives their statement, maintenance summary, and compliance updates automatically. Pulls from Arthur Online and Xero. Portfolio landlords get a consolidated summary. Single property landlords get a clean individual report. The accounts person reviews a 30-minute exception report instead of spending a full day producing everything manually.
"I have been running this business for eleven years and the admin has always just been the job. I did not realise how much of my team's time was going on things that did not need a person until someone mapped it out. We have taken on 22 new properties in three months without hiring anyone. That has never happened before."
DETAILS HAVE BEEN ANONYMISED. SIX WEEKS TO GO-LIVE.
The AI workforce has been live on the Operate retainer since go-live. Agent logic updates, changes to contractor routing rules, and integration adjustments as the portfolio has grown have all been handled as part of the retainer. The system scales with the portfolio.
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