Estate & letting agencies

Estate and letting agencies run on leads, viewings, and applicants. In the UK, you're juggling portals, your own website, and walk-ins. When enquiries and applicants are scattered across inboxes, spreadsheets, and property software, you lose leads and waste hours on admin.

The operational reality in this sector

Agencies take enquiries from Rightmove, Zoopla, OnTheMarket, their own site, and the front desk. Viewings get diarised, applicants get tracked, and tenancies get handed over to lettings and maintenance. A lot of that still runs on spreadsheets, manual data entry, and "who's following that up?" Property management systems help, but they rarely unify every intake source or fix the handover between sales, lettings, and maintenance. The result is missed viewings, duplicate data, and murky pipeline visibility.

Common friction we see

• Enquiries from portals and website land in different places; no single lead or applicant pipeline.
• Viewing allocation and follow-up are ad hoc; bookings slip or get double-booked.
• Applicant and tenancy handover between sales and lettings is informal; details get lost.
• Maintenance and check-out workflows are tracked in spreadsheets or email; no clear ownership.
• You're rekeying data between portals, your CRM, and property software.
• Pipeline and conversion are hard to see without manual reports.

What this looks like in practice

A typical lettings agency has a website, portal feeds, and a shared inbox. Enquiries get forwarded or typed into a spreadsheet. Viewings are booked in the diary and sometimes in property software; follow-up is done from memory or sticky notes. When an applicant proceeds, details are emailed to lettings; maintenance requests come in by phone or email and get logged in a separate spreadsheet. At month-end, someone pulls together pipeline and conversion figures from multiple sources. It works until it doesn't—and when it breaks, it's usually a missed viewing or a lost applicant.

How we typically approach this

We start with discovery: we map where enquiries and applicants come from, how viewings and tenancies are managed, and how handover between sales, lettings, and maintenance works. We then design a single intake pipeline and clear workflows—who owns what, what triggers the next step—and integrate your portals, website, and property software. We keep handover explicit so nothing drops. We train your team and support go-live. You run it yourselves after that.

What changes after implementation

• Every lead and applicant in one place; clear ownership and response.
• Viewing allocation and follow-up tracked consistently; fewer missed bookings.
• Clean handover between sales, lettings, and maintenance; less "nobody told me."
• Less rekeying between portals, CRM, and property systems.
• Single view of pipeline and conversion when you need it.

Tools we commonly work with

We work with what you use: property and lettings software (e.g. Reapit, MRI, agency-specific tools), Rightmove, Zoopla, OnTheMarket, Google Workspace, Microsoft 365, and Xero or similar. We connect intake, viewings, applicants, and handover so you're not juggling spreadsheets.

A short example from the field

Illustrative example. A lettings agency had enquiries from their site and three portals, all landing in different inboxes. Viewings were booked in the diary; applicant progression was tracked in a spreadsheet. We built a single intake pipeline, wired in the portals and website, and added clear workflows for viewings and handover to lettings. The team could see every lead and applicant in one place. Missed viewings dropped and applicant conversion improved.

FAQs

We use a property software. Do we need to replace it?
Usually no. We integrate with what you have. The gap we fill is often enquiry capture, viewing management, and handover—so everything lands in one place and nothing drops between systems.

What about portals like Rightmove and Zoopla?
We connect intake from your website and portals into a single pipeline. You get one view of leads and applicants instead of juggling multiple feeds.

Our staff are used to spreadsheets. Will they actually use it?
We design around how you work. We keep it simple and train properly. We've seen teams switch when the benefit is clear—less rekeying, fewer missed viewings, clearer handover.

Next step

If your agency is drowning in portal feeds and spreadsheets, we can help you capture every lead, manage viewings and applicants, and hand over cleanly. View our services or see how we work.