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Our approach

How we help agencies work better.

The local team runs the agency. The group provides the processes, marketing, systems, reporting and finance support behind it. Here is what that looks like in practice, including what is still being introduced.

OperationsMarketingTechnology and AIReportingFinance and supportPeople

Throughout this page: In place available to agencies in the group today Being introduced in testing or rolling out

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Operations and systemisation

Clear processes, consistent workflows and less avoidable administration, so the team spends more time with customers.

Two colleagues reviewing a workflow on a laptop

Who provides it: Our operations lead, working alongside each branch manager.

In practice

Processes mapped in the CRMEvery step from valuation to completion is set up and tracked in our CRM, so work does not depend on one person’s memory.
In place
Sales progression workflowShared checklists and automatic reminders replace chasing by phone and spreadsheet.
In place
Lettings compliance trackingCertificates, renewals and deposits tracked in one place with advance alerts.
In place
Shared templatesStandard letters, terms and checklists maintained centrally and kept up to date.
In place

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Marketing

Central marketing support that improves how properties are presented and measures what each campaign produces.

A team reviewing marketing plans and charts

Who provides it: The group marketing team, briefed by local staff who know the area.

In practice

Property presentationPhotography, floorplans, video and descriptions to a consistent standard.
In place
Local campaignsValuation and landlord campaigns planned and delivered for each agency’s patch.
In place
Lead trackingEvery enquiry tagged by source, so we know which activity produces instructions.
In place
Brand careVisual identity and brand guidelines updated where needed, and applied consistently across boards, web and social.
In place

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Technology and agentic AI

Tools that take on repetitive tasks so staff can focus on judgement and relationships. A person always checks the work before it reaches a customer.

Who provides it: Our central systems team, with training for every branch.

In practice

Enquiry triageIncoming portal and web enquiries are read, categorised and routed to the right person.
In place
Maintenance triageTenant repair reports are logged, prioritised and matched to the right contractor, ready for the property manager to approve.
In place
Draft descriptionsFirst drafts of property descriptions from agent notes, edited by the listing agent.
In place
Follow-up remindersPrompts to call back applicants and vendors at the right time, with suggested wording.
In place
Shared systemsOne CRM and document system across the group, set up once and maintained centrally.
In place

Human oversight

AI drafts, sorts and reminds. A person reviews and decides.

01 · ToolDrafts, sorts or flags
02 · PersonReviews, edits and approves
03 · CustomerHears from a named member of staff

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Reporting and data

Figures that help each team see how the business is performing, spot problems early and decide what to do next.

A meeting reviewing figures on a laptop

Who provides it: Group finance and operations, reviewed with each branch manager.

In practice

Monthly branch reviewInstructions, sales agreed, fall-throughs, lettings and costs, compared with the previous period.
In place
Pipeline viewA single view of sales in progress and expected completion dates.
In place
Customer feedbackA consistent survey method so satisfaction can be compared over time.
Being introduced
Group dashboardsReal-time data across every agency in the group, with a controlled set of approved figures published externally.
Being developed

05 / 06

Finance and internal support

Accounts, compliance and administration handled centrally, with a clear line between what the group does and what stays with the branch.

Who provides it: The group finance team in Chesterfield.

In practice

Bookkeeping and payrollLedgers, payroll and supplier payments run centrally.
In place
Client account reconciliationDaily and monthly reconciliations with clear audit trails.
In place
Compliance supportAML checks, policies and regulatory updates managed by the group.
In place
Handled by the groupAccounts and payrollClient account reconciliationAML and compliance policySystems and ITSupplier contracts
Retained by the branchValuations and pricing adviceCustomer relationshipsDay-to-day staff managementLocal decisions and judgementThe agency’s place in its community

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People

Support comes from named people the branch team knows, not a faceless head office. Local staff keep running the agency; the group team works alongside them.

Who provides it: The central team listed below, with more specialists joining as the group grows.

In practice

A named contact for each areaEvery branch knows who to call for marketing, finance, systems and new homes.
In place
Regular visitsThe central team spends time in each branch rather than managing from a distance.
In place
TrainingSystems and compliance training as new tools and processes are introduced.
In place
Jack Wilson
Jack WilsonFounder & MD
Andy Hattersley
Andy HattersleyDirector
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Keely BeightonGroup Growth Manager
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Paris HeatelGroup Marketing Executive
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Max HattersleyIntegrations and AI Executive
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Sara JohnsonGroup Finance Controller
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Alicia LockettNew Homes Consultant

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