Our client is a national student letting specialist, with managed assets across 11 major cities in the UK.
Before working with PropCall, the company relied on “student ambassadors” to support residents as an extension of their site team, providing help with lockouts or even minor maintenance issues. This was a costly exercise as student ambassadors were compensated with reduced rents and ad-hoc cash payments. It also raised safety concerns and employment law issues. Alongside this, the SAs were supposed to be available 24/7, but were often unreliable – travelling home without telling anybody they had left site leaving students with no OOH support.
This saw huge improvements in the service reliability, with students always having somebody to communicate with in the event of a maintenance request, or as frequently dealt with – locking themselves out of their individual rooms!
Since then, many of the resident students have recommended the client on social media for being there whenever they need them, particularly during the pandemic when other companies were reducing staff numbers and offering reduced services.
The client saved a significant amount of the costs by removing the student ambassador role, which also protected them from any future disputes regarding employment law and student ambassador safety.