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Case study – letting agent

Case study – letting agent

Partnering to deliver significant improvements for landlord’s and tenant’s

As one of the UK’s largest letting agents, our client, is responsible for property services and facilities management at more than 2,000 properties – no mean feat, and one that needed a reliable partner capable of high quality work.

That partner came in the form of Elite FM, which provides: – general repairs, end of tenancy cleans, plumbing and maintenance services, carpet fitting, decorating services, locksmith services and garden tidying.

Following a comprehensive trial period, Elite FM was selected as a preferred contractor.  The following elements were key to Elite FM winning the work: –

Understanding our clients’ needs: The projects strategic direction and performance is reviewed by all parties via monthly management meetings, and supported by additional monthly Elite FM internal management meetings.

Trust and transparency: Elite FM utilises best practice in its repair work to ensure both parties act with mutual trust and collaboration, operating a fully open-book approach along with early-warning systems and a ‘pain’ or ‘gain’ mechanism.

Continuous improvement: A continuous improvement programme, supported by a detailed methodology and on-site facilitators, is utilised in order to identify and eliminate inefficient practices.


The partnership has delivered a wealth of benefits for our client, including:

Cost efficiencies: The first two months have delivered over £940 in savings to our client, plus a further £180 in added value.

Savings in future maintenance: Elite FM’s reactive capital repair and maintenance budget is achieving savings of £100 per month thanks to preventative measures.

Supporting local suppliers: The first month saw Elite FM purchase £720 of supplies from local businesses.

Customer satisfaction: A strong commitment to customer satisfaction has seen Elite FM achieve a 90% satisfaction score.