CaseHealthcare servicesUK · anonymised
Channel routing
How we unified website chat and WhatsApp enquiries into one backend, with consistent classification, consent capture, team routing and conversation history.
Channel routing case study00 AI for letting agents
AI for letting agents and property managers. The front desk answered, the compliance chased.
Enquiries answered in minutes, viewings booked and references chased at the front desk. Certificates tracked, repairs coordinated, rent reviews prepared and landlords kept updated at the back. It speaks in your agency's voice, works on the systems you already use, and leaves a person to sign anything that carries legal or financial weight.
- First workflow
- Live in two to four weeks
- Human gate
- On every notice and works order
- System of record
- Your CRM and the portals
- Quote
- Fixed, after one call
Fig. 01 · The front desk
01 The problem
By 9am the inbox is full. Everyone is out on viewings.
The morning rarely changes. The portals fill the inbox overnight, viewing requests land while the team is out showing properties, and applicants book with whoever replied first. Nobody can sit on the inbox and be out on viewings at the same time, so the slow replies go cold.
Behind the desk sit the hundred small obligations of managing lets: the gas certificate that expires in six weeks, the works order waiting on a quote, the landlord who wants a straight answer today. They are repetitive, they run on deadlines, and they are the first thing dropped when the phone will not stop ringing. We take both halves off your team and leave the decisions where they are.
02 Front desk
The repeatable front-of-house work. Handed to a system that never leaves the desk.
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Enquiry and shared inbox triage
Portal and website enquiries are matched to the right property and answered in your tone within minutes, day or night. Mail to the shared inbox is sorted, filed against the right property and tenancy, and drafted for reply, with the urgent ones first. Tenant and landlord replies wait for a person to send them.
A negotiator owns any real judgement call
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Viewing booking and reminders
Available slots offered, held in the calendar, confirmed to the applicant, and the reminder that quietly cuts no-shows sent the day before.
Overrides and double-bookings escalate to you
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Post-viewing follow-up and feedback
The applicant gets a prompt while the viewing is fresh, and the landlord gets that feedback written up and filed against the property without anyone chasing it.
A negotiator approves anything sensitive
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Applicant qualification
Affordability, move date and right-to-rent readiness are captured and flagged for a person to check. The system surfaces the gaps and never makes the call itself.
Eligibility is always decided by a person
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References and onboarding chasing
Referencing requests, documents and outstanding items are chased on a schedule, so a move-in never stalls because a form sat unopened in someone's inbox.
Exceptions and disputes route to the team
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Valuation enquiries and landlord leads
Prospecting and valuation enquiries are answered fast and kept warm with useful follow-up until a negotiator is free to take the call and win the instruction.
The pitch and the visit stay with people
03 Back office
The chores your agency runs every week. Handed to a system that does not forget.
Most of the work in managing lets sits between the deals, in the chasing. That is the part we automate: the jobs a good property manager does well and hates doing, because they are repetitive, deadline-driven and easy to drop. The judgement stays with your people.
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Certificate and renewal tracking
The system reads incoming certificates, extracts the expiry dates, files them against the property and raises a works order and a reminder before the deadline. That covers the EICR, the annual gas safety certificate, the EPC, and smoke and carbon monoxide checks.
You approve the works order before anything is booked
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Maintenance triage
A tenant reports a repair with a photo. The system grades the urgency, drafts the brief for the contractor, chases the completion evidence and closes the loop with the landlord once the job is signed off.
A person confirms anything that reads as a safety risk
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Rent reviews
For a rent review, the system prepares the Form 4A with local comparables attached, ready for you to check, and diarises the notice period so nothing is served late.
You sign every notice
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Arrears admin
For arrears, the system runs the letter sequence with the right timing and escalation points, and stops for a person at each stage that carries legal weight.
You sign every escalation
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Landlord reporting
At month end the system drafts the landlord statement narrative and a plain summary of the works completed, the certificates renewed and anything still outstanding, so you read the report back rather than assemble it.
The numbers come from your accounts
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Tenancy lifecycle paperwork
References, deposit protection inside the thirty-day window, Right to Rent checks, renewals and check-out. The system tracks each step, prompts the next action and keeps the paper trail a claim or a deposit dispute will later need.
Every document filed for a person to review
Our note on automating maintenance triage for letting agents shows how a first build tends to go.
04 The new rulebook
Compliance stopped being a spreadsheet job.
The Renters' Rights Act 2025 received Royal Assent on 27 October 2025, and its first phase came into force on 1 May 2026. Section 21 notices are gone. Possession now runs on evidence-based Section 8 grounds, which means the paperwork behind a claim has to be complete and in order before you file. Section 13 rent reviews changed too: two months' notice instead of one, the prescribed Form 4A, one increase per twelve months, no backdating, and a First-tier Tribunal that cannot set the rent higher than the figure you proposed. Every one of those changes turns a filing task into an evidence task.
The text of the Act sits on legislation.gov.uk. We walk through the operational side in our note on building an evidence trail for letting agents, and our overview of AI in UK property management covers the ground-level examples.
05 How we build
Built into the stack you already pay for. One chore first.
Most property technology arrives as one more subscription platform with one more dashboard for your team to check. We build the other way, into your property management software, your shared inbox, your portal listings and your phones, so the system reads and writes where your data already lives. Your CRM and the portals stay the record, and we never build a shadow database that only the software understands.
We draft against your own templates and sign-offs, so an applicant reads a message that sounds like your office. Every automated message and action is logged and reviewable, so a negotiator or a property manager can see what went out and take a thread over by hand. You own it. Your data stays in your accounts under your permissions, and if you ever stop working with us the workflows and the audit trail are yours.
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01 · Listen
Your worst weekly chore
Thirty minutes on where enquiries arrive, how they get answered today and which chore hurts most. For most agencies that is enquiry triage, certificate tracking or maintenance triage, because they run on deadlines and get dropped when the phones are busy.
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02 · Map
One workflow first
We map the software, inbox and portals the chore touches, what personal data it carries, and every moment where a person has to sign before anything moves. Then we agree the trigger, the wording and where your team steps in.
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03 · Build
In your voice, on your systems
Drafted against your templates, built into your existing tools through supported connections and proved on real data. You review the wording and approve works orders and notices from day one. Then we widen it once the value is obvious.
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04 · Run
Kept healthy and current
We watch it, fix it and keep it current, with a monthly review of what got missed and changes as the rules and your portfolio change.
06 What we check
Eight checks before anything touches an applicant or a tenancy.
- C-01
A person decides what carries weight
The system flags eligibility gaps and safety risks. A person makes every eligibility decision, confirms anything that reads as a safety risk and approves a works order before a contractor is booked.
- C-02
You sign every notice
Rent-review notices, arrears letters and every escalation stop for a human signature before they leave the office.
- C-03
Every message and action is logged
Each automated message is recorded and reviewable, so a negotiator can see exactly what went out and take a thread over by hand.
- C-04
Your CRM and accounts stay the record
Bookings, notes and messages are written back to your CRM and calendar through supported connections. Landlord statements use the figures in your accounts. There is no shadow database.
- C-05
Clashes go to a person
Overrides and double-bookings escalate to the team instead of being settled by the system.
- C-06
Applicant and tenant data kept to the task
We map what personal data moves, keep it inside your own accounts under your permissions, minimise what is stored, log access and set retention before anything goes live. Higher-risk cases get a data protection impact assessment first.
- C-07
You see the wording first
Replies are drafted against your own templates and sign-offs, and you review the wording before the workflow goes live.
- C-08
No brittle workarounds
If a tool in your stack has no reliable way in, we tell you before any budget is committed instead of forcing a fragile connection.
07 How we quote
Three ways in. Sized to your branch and your portfolio.
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Two to four weeks
- Pick your worst weekly chore.
- One workflow, built and running on real data.
- A fixed quote before we build.
- A clear recommendation for what to automate next.
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Eight to twelve weeks, staged
- Enquiries, viewings, follow-ups and referencing.
- Compliance, maintenance and reporting.
- Built into your existing stack, with monitoring.
- Documentation and handover for your team.
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Rolling monthly
- We watch it, fix it and keep it healthy.
- Monthly review of what got missed.
- Template and rule changes as you grow.
- One named point of contact.
Each engagement is quoted as a fixed figure after one call about your branch or portfolio, itemised before you commit to anything. Portal, messaging and usage costs are itemised separately and agreed with you before anything goes live. And unlike a hire, the system does not hand in its notice.
08 Where the line is
Fast at the front. Human where it counts.
The automation answers, books, chases, files and drafts. First replies to applicants and booking confirmations go out on their own, from templates you have approved. Anything beyond those templates waits for a negotiator, and so does every reply to a tenant or a landlord. We do not put an AI in live, unsupervised conversation with a tenant, because a wrong answer about a deposit or a repair obligation is a real problem for a real person.
We do not give a system the final say on possession action, and nothing reaches a tribunal, a court or a landlord as fact until a person has read it and signed it off. Some mistakes are recoverable and some follow you into a hearing, so the rule is simple. The system does the reading, the drafting, the filing and the chasing. The judgement stays with your people, where the accountability already sits. What you get is a desk that is always covered, so your team spends its hours on the work that wins and keeps instructions.
- Signing a tenancy.
- Overriding a right-to-rent judgement.
- Live, unsupervised tenant chat.
- The final call on possession action.
- Anything a tribunal reads that a person has not signed.
09 Where this goes deep
The agency is more than the desk. Four more pages go deeper.
Behind the desk sit the systems it talks to, the knowledge your team keeps asking for, the work that follows every let and the tools you may want of your own.
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AI agents
Agents wired into your CRM, portals, inbox and messaging, so enquiries, viewings and follow-ups land in one place.
Read more -
AI knowledge base
Tenancy guidance, procedures and portfolio notes your team can ask in plain words, with the source shown.
Read more -
AI automation
Triage, filing, chasing and reporting handed to AI workflows, with a person approving anything that matters.
Read more -
Custom software
A CRM, a landlord portal or an internal tool built around how your agency works, hosted and maintained by us.
Read more
Not sure which chore to start with? Our AI consultancy begins with how the work really runs, tells you what is worth building and what is not, and quotes a fixed build.
10 Case
Two front doors, one queue. Nothing dropped between them.
Built for a healthcare clinic, not an agency: website chat and WhatsApp enquiries in one backend, classified the same way and routed with a short summary. The mechanics move straight across to a lettings front desk and to maintenance and shared-inbox triage.
Names redacted out of respect for our clients.
11 Questions
What agents and property managers ask before they start.
The same answers we would give on a call, written down.
Q-01 How can AI help a letting agency day to day?
It takes the repetitive work off the team at both ends of the agency. At the front desk, enquiries from the portals, your website and WhatsApp are answered in minutes, in replies drafted against your own templates so they read like your branch. Viewings are booked and reminded, and follow-ups and reference chasing happen on schedule. In the back office, certificates, maintenance, rent reviews, arrears letters and landlord reports are tracked and drafted. A person still owns every judgement call, but stops losing the day to the inbox and the admin.
Q-02 How fast should an agency reply to a portal enquiry?
Faster than the applicant expects. Applicants tend to book with whoever answers first, so a reply in minutes beats a reply tomorrow, and the enquiries that arrive overnight or during viewings are the ones most often left waiting. We wrote about this in fixing speed to lead on Rightmove enquiries.
Q-03 Can a letting agency still rely on Section 21?
No. Section 21 no-fault possession ended when the first phase of the Renters' Rights Act 2025 came into force on 1 May 2026. Possession now runs on evidence-based Section 8 grounds, so the paperwork behind a claim has to be complete and in order before you file. Keeping that evidence trail is the filing and chasing our systems do, with a person signing anything that carries legal weight.
Q-04 How do the new Section 13 rent review rules work?
Since 1 May 2026 a Section 13 increase needs two months' notice instead of one, served on the prescribed Form 4A. You can raise rent once in a twelve-month period and not at all in the first twelve months of a tenancy. Increases cannot be backdated, and the First-tier Tribunal cannot set the rent higher than the figure you proposed. Rent-review clauses written into the tenancy agreement are now void.
Q-05 Can AI read gas and electrical certificates automatically?
Yes. The system reads an incoming certificate, extracts the expiry date and the property it belongs to, and files it with a reminder and a works order raised before the deadline. That covers the EICR, the annual gas safety certificate, the EPC and smoke and carbon monoxide checks. A person still approves any works order before a contractor is booked.
Q-06 Does this work with our CRM, portals and property software?
In almost every case, yes, because we build around the systems you already run instead of asking you to move to another platform. Enquiries from Rightmove, Zoopla and OnTheMarket usually reach you as lead emails or land straight in your CRM, so the workflow picks them up there. Viewings go into your own calendar and your CRM, so nothing is booked where your team cannot see it. Your CRM and the portals stay the source of truth, and we read from them and write back through supported connections. If a tool has no reliable way in, we tell you before any budget is committed.
Q-07 Is applicant and tenant data safe under UK GDPR?
It has to be. We map what personal data moves, keep it to what the task needs and inside your own accounts under your permissions, log access and set retention before anything goes live. For higher-risk cases we recommend a data protection impact assessment first, so the design is defensible from day one. The data stays yours.
Q-08 Will it replace negotiators or property managers?
No. It removes the inbox grind, the chasing, the filing and the drafting, not the judgement. Negotiators spend more time on viewings, valuations and the conversations that win instructions, and property managers still make the decisions, sign the notices and hold the relationships. We are strict about keeping people in charge of anything with legal or financial weight.
Q-09 What should an agency automate first?
Start with the chore that hurts most and repeats every week. For most agencies that is enquiry triage at the front desk, or certificate tracking and maintenance triage in the back office, because all of them run on deadlines and get dropped when the phones are busy. We usually build one workflow first, prove it on real data, then expand once the value is obvious.
Q-10 How much does AI for a letting agency cost?
We quote a fixed, itemised figure after one call about your branch or portfolio, because it depends on your enquiry volume, your software and how many steps need a person to sign off. A first workflow takes two to four weeks. The full desk and portfolio system is scoped to your stack, and the managed option runs month to month. Portal, messaging and usage costs are itemised separately and agreed before anything goes live. We do not publish a rate card.
12 Enquiry
Which job eats your week, the inbox or the paperwork?
Thirty minutes on a call and we will map your fastest win, at the front desk or in the back office.
- We reply within one working day.
- [email protected]
- Or book a 30-minute call