Ideal Properties is a letting and property management company based in NE4, Newcastle upon Tyne, England. With over nine years of experience, they have built a reputation for providing exceptional service to a diverse client base. Recently, they implemented Uptivity’s solutions to modernise their operations and enhance customer experience.
The Challenge
- Time-Consuming Customer Communications: Previously, tenants would report repairs via WhatsApp, email, or phone calls, sometimes outside of office hours. This created a challenging environment for staff to maintain a healthy work-life balance and manage repair requests efficiently.
- Language Barriers: Many clients are non-native English speakers, which sometimes made communication difficult and slowed down issue resolution.
- Manual Inspections and Key Management: The old system for inspections and key management was manual and time-consuming, leading to inefficiencies in daily operations.
How Uptivity Addressed These Needs
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- Automated Repair Reporting
By adopting Uptivity’s MaintainPad system, Ideal Properties now handles all repair reports digitally. Tenants log onto the platform and report issues at any time, eliminating the need for back-and-forth communication via phone or email. This has significantly reduced administrative workload and improved work-life balance for staff. - Multi-Language Support
The new Report a Repair system offers multi-language support, making it easier for non-English-speaking clients to report issues and understand updates. This feature has received positive feedback, as it ensures better service and clearer communication for all tenants. - Digital Inspections and Inventory Management with Checkki
With the Checkki feature in MaintainPad, property inspections and inventories are now conducted digitally. Agents can take photos of any issues and upload them directly into the system, which are then forwarded to contractors. This process ensures faster resolution of repair needs and better record-keeping for both staff and landlords. - Efficient Key Management with Keyzi
Ideal Properties replaced their old key management system with Keyzi, which uses QR codes instead of traditional key tags. This allows staff to quickly scan keys and access property information, reducing time spent searching for keys and minimising errors. Automatic notifications ensure that keys are returned on time, and a centralised dashboard provides complete visibility over key activity.
- Automated Repair Reporting
Client Testimonial
“Uptivity has transformed our operations completely, saving us time and improving work-life balance. The multi-language support is great for our non-English-speaking clients, and the Checkki feature has made inspections and inventories much easier. The support from the Uptivity team has been exceptional. I highly recommend MaintainPad. – Ellyse Errington, Sales and Lettings Negotiator, Ideal Properties Newcastle
Results
- Increased Operational Efficiency: The digital repair reporting and inspection system has significantly reduced the time spent on administrative tasks, allowing staff to focus on more strategic activities.
- Improved Record-Keeping and Organisation: Going paperless with digital inspections and key management has improved data accuracy and accessibility.
- Better Customer Experience: Tenants benefit from a seamless, multi-language platform for reporting issues and tracking resolutions, leading to higher satisfaction and fewer misunderstandings.
Watch the video below to see how we helped Ideal Properties Newcastle transform their operations!
https://www.youtube.com/watch?v=lAjj-t99e6g&ab_channel=UptivityApps