Free resource

Estate agency hours-back checklist

For UK estate and letting agencies that want applicant, vendor and landlord communication to run more consistently without removing negotiator judgement.

Work through the sections when reviewing your CRM stages, portal enquiry handling and branch reporting rhythm. The aim is to automate routine prompts while keeping sensitive decisions with the right person.

Fast portal enquiry response

Set the first response once, so every applicant knows their enquiry has been received and what happens next.

  • List the enquiry sources you use: Rightmove, Zoopla, OnTheMarket, your website forms, social messages and direct emails.
  • Write a short acknowledgement for each source that confirms the property or requirement, sets a realistic response window, and asks one qualifying question.
  • Trigger the acknowledgement from the portal email, CRM or inbox rule, then log the message against the applicant record for branch visibility.

Applicant qualification and next steps

Keep negotiators focused on serious enquiries while still giving every applicant a clear, timely reply.

  • Create qualification prompts for buying position, chain status, mortgage agreement, rental budget, move date, household details and viewing availability.
  • Route complete replies to the right negotiator or lettings coordinator, with the property reference and applicant answers included.
  • Pause the automation for high-value instructions, sensitive enquiries or any applicant marked for manual handling.

Viewing confirmations and reminders

Use booked-viewing status changes to keep logistics clear and reduce avoidable diary chasing.

  • Trigger viewing confirmations with date, time, property address, meeting point, attendee names and any access notes.
  • Send a 24-hour reminder that repeats the key details and gives the applicant a simple route to rearrange if needed.
  • Notify the vendor, landlord or occupier when a viewing is booked, changed or cancelled, so the branch is not relaying every update by hand.

Vendor and landlord activity updates

Reduce chasing calls by giving clients a regular, structured view of activity on each live property.

  • Choose a weekly update day for each instruction, then pull enquiries received, viewings booked, feedback outstanding and next actions from the CRM or tracker.
  • Include a no-change line when there has been no meaningful movement, so silence does not look like neglect.
  • Flag properties with no activity for 7 days for negotiator review before the report sends.

Post-offer follow-up through to exchange

Separate sensitive negotiation from routine progress chasing, so accepted offers do not drift.

  • Create task prompts for memorandum of sale, solicitor details, mortgage status, survey booking, searches, enquiries and exchange target date.
  • Send internal reminders when a milestone has not changed within the agreed window, before the vendor or buyer has to chase.
  • Require negotiator approval before any buyer, vendor or solicitor-facing message is sent on a sensitive offer or chain issue.

Lettings renewals and review requests

Keep post-let and post-completion follow-up moving after the immediate transaction is finished.

  • Create tenancy renewal reminders 3 months before expiry, with prompts for landlord intent, tenant plans and any rent-review steps.
  • Schedule check-ins after move-in, completion or let agreed, with a clear route for raising early concerns.
  • Send review requests after successful completions or lets, once the client has had a good service outcome and the branch has confirmed timing is appropriate.

Want a hand setting it up

We can wire this up so it runs itself

On a free 20-minute fit call we will look at your CRM, portal enquiry flow, viewing process, vendor reporting rhythm and lettings follow-up, then tell you which of the steps above to automate first.

Book a free fit call