Residential Property: Transforming a leading Property Manager
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Outdated systems and data platform needed replacement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.
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
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.
Arca Blanca have done a tremendous job in designing and implementing changes that have affected our people, processes and technology platform across the organisation. Their work will allow us to turn our strategy into an operational reality, both maximising and accelerating benefits.
CEO, UK’s Largest Residential Property Manager