Client: Aubrey Lee Lettings
Service Duration: 2+ years
At a Glance – Key Outcomes
- Out-of-hours calls now professionally managed 24/7
- Tenants guided to self-resolve issues where possible
- Unnecessary callouts significantly reduced
- Landlord costs better controlled
- Business processes protected and replicated
- Andrew’s evenings and weekends free from interruptions
SMARTstrat has become an essential part of how we run our business.
— Andrew Cuckill, Aubrey Lee Lettings
Before SMARTstrat
Aubrey Lee Lettings, led by Andrew Cuckill, is a busy and well-respected letting agency managing a wide portfolio of rental properties. Like many agents, Andrew regularly received calls late at night, over weekends and during holidays. These interruptions often related to maintenance issues that were either non-emergencies or could have been easily resolved without sending a contractor.
The constant disturbances affected Andrew’s personal time and led to avoidable callouts, which cost both the business and landlords money.
The Challenge
Before partnering with SMARTstrat, Aubrey Lee Lettings faced several ongoing issues:
- Frequent out-of-hours phone calls, even at night and on weekends
- No structured triage process, leading to inefficient response handling
- Emergency and non-emergency issues treated the same way
- Tenants lacked clear guidance on how to self-resolve simple problems
Andrew needed a reliable solution that would safeguard his time, ensure tenants received appropriate support and reduce unnecessary costs.
The SMARTstrat Solution
SMARTstrat provided comprehensive out-of-hours emergency maintenance support, tailored to mirror the internal processes Andrew already had in place.
How It Works:
- Emergency Call Handling: Trained SMARTstrat staff respond to tenant calls 24/7, following Aubrey Lee’s protocols
- Fault Triage: Each issue is assessed for urgency. Non-emergencies are delayed until normal office hours
- Self-Resolution Encouragement: Tenants are guided through simple fixes, such as re-pressurising boilers or isolating leaks
- Video Evidence Collection: Tenants are asked to send short videos or images to help assess the fault before any action is taken
- Preferred Contractors Contacted: Only when necessary, SMARTstrat reaches out to trusted contractors
- Notified After Resolution: Andrew receives an update only once the issue is dealt with or if further action is required
The Benefits
Partnering with SMARTstrat has delivered several measurable improvements for Aubrey Lee Lettings:
- Protected personal time
Andrew is no longer disturbed by unnecessary calls outside working hours - Fewer avoidable callouts
Only genuine emergencies result in a contractor being dispatched, saving time and money - Lower costs for landlords
SMARTstrat’s triaging and tenant guidance prevent needless repairs and callout charges - Improved tenant experience
Tenants receive prompt and clear support, often resolving issues without waiting - Streamlined operations
SMARTstrat integrates smoothly with Aubrey Lee’s existing systems, acting as an extension of their team
Testimonial
Before using SMARTstrat, I was constantly interrupted during evenings and weekends with maintenance calls — many of which weren’t emergencies. It was exhausting. Since working with them, I’ve had peace of mind knowing that calls are handled professionally, tenants are looked after and costs are controlled. I’m no longer sending contractors out just to find there’s nothing to fix. SMARTstrat has become an essential part of how we run our business.
— Andrew Cuckill, Aubrey Lee Lettings
About SMARTstrat
SMARTstrat is a UK-based outsourced maintenance call-handling partner supporting letting agents and property managers. We specialise in out-of-hours emergency response and tenant triage, helping our clients save time, reduce costs and deliver reliable service day and night.
Find out more about our property management solutions or start your 7-day free trial.
