Property

Residential Property: Transforming a leading Property Manager

The Challenge

Private Equity investor required growth and enhanced profitability

Inefficient core processes with no single customer view

Outdated systems and data platform needed replacement

High levels of turnover in key operational areas

Our client, the UK’s largest residential property manager, had an ambitious vision to become “The Nation’s Favourite Property Manager”. The business had recently received substantial private equity investment to fund growth. However, ways-of-working were not fit for purpose, resulting in low profitability, poor customer ratings and high staff turnover. To combat this, the business began a complex digital and operating model transformation. The CEO needed urgent support to design and deliver the programme.

The Results

Led the design and implementation for a £15m investment

On track to realising £4m of annualised benefits

Customer ratings moved to top quartile on Trustpilot

Satisfaction increased to new highs for >3,000 nationwide staff

£4m

Annualised benefit

Being able to hit the ground running was key. In a programme which had seen previous consultants come and go, the Arca Blanca team used a data-driven approach to identify the key business levers for achieving the digital benefits case. Through close collaboration with the existing programme team, Executive Team and operational leads, we were able to embed an improved programme structure, rigour and direction. This established a clear roadmap, which renewed the support from the company’s private equity investors.