Client Success Story

Staff turnover damaging service levels

portfolio management
landlord management
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Their Challenges

A London agent with a large book of several hundred managed properties, achieving average monthly rents of £1,500, was struggling with staff turnover. Over a period of two years, they had seen four unreliable property managers come. The knock-on effect of this was that other loyal and good quality staff members were becoming over worked, service levels were falling and landlords were losing faith. The agent wanted a way to ‘stop the rot’ in property management so that no more landlords were lost because of staff coming and going.

Constantly having to replace unreliable staff was not only a drain on our time, but also our finances. Recruitment and training are costly and it was not longer worth the risk, especially when it was damaging our reputation with our landlords. Having ARPM on board means we can deliver an exceptional and consistent service and grow out portfolio instantly without having to forward plan resources.

Large Letting Agent London

How ARPM Helped

ARPM took on the management of half of their portfolio, relieving pressure from their existing in-house team of two. Any new properties that came on board after that point were subsequently passed to ARPM to look after as well so that the in-house team could build water-tight relationships with their landlords and run their own portfolios effectively.

The Results

Our ARPM property managers became an extension of the agent’s team. We managed our own portion of the portfolio and landlords, but under the agents’ brand and business name, so no one knew they had outsourced. This ensured the continuity with the landlords and the relationships were strengthened. The agency grew at a manageable cost and pace with no need for any additional fixed salary property managers.

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