Michael Poole Success Story | Fixflo

The Challenge: Growing maintenance demands

Richard Poole, Managing Director of Michael Poole Property Management and Lettings, recounts the dynamic tenant base they oversee: "Our portfolio includes a large number of foreign nationals, students, corporate clients, and everything in between. Fast, efficient communication is paramount to our customer service."

As the business grew, so did the inquiries, reaching a critical point where Richard questioned: "Do we keep bringing more people in? Is there a better way to deal with these?" The rising costs of employing more staff added to the complexity, highlighting the need for a more efficient solution.

The Solution: Aidenn Repairs and Video Assist (Help me Fix)

Over the last decade, Fixflo has been integral to Michael Poole's operations. "It's become the backbone of our maintenance provision to our tenants," Richard says. However, as pressures mounted, the introduction of Aidenn alongside Fixflo brought relief. "Speaking to Fixflo, they came up with a solution, which I wasn't aware was available," Richard shares, referring to Aidenn Repairs.

According to Kellie Wise, the Training & Compliance Manager from Michael Poole, "Using Aidenn and Video Assist (Help Me Fix) together has saved 257 hours and 15 minutes in total." This revolutionary approach not only resolved issues rapidly, often within an hour but also eliminated the need for additional personnel in their department.

The Results: Ready for the Renters' Rights Act

The adoption of Aidenn and Fixflo has positively impacted Michael Poole's operations. Kellie highlights the personal touch these tools have supported by facilitating more meaningful client interactions. "It allows more time with landlords rather than explaining to a tenant how to top up a boiler or locate a stop trap or fuse board," she says.

Furthermore, the introduction of out-of-hours maintenance services provided a significant competitive edge. Kellie notes, "Nine times out of 10, the issues are resolved," underscoring the efficiency these technologies bring to their operations.

Tenant satisfaction speaks volumes to the success of these implementations. Based on feedback from 43 respondents, the average score was 4.63 out of five. "Amazing given that it resolved the issues," says Kellie.

Richard concludes, "Having had Fixflo for many years and now adapted Aidenn and Help Me Fix into our systems, it's improved our efficiency no end really." This streamlined process has alleviated pressure on the team and allowed the business to scale without increasing headcount, proving to be a "win-win all round".

Financial savings have also been substantial. "Using all three services together, it has saved landlords £30,870 in costs and call-outs," Kellie elaborates. The reduction in call-out volumes and resolution times has been instrumental in maintaining property standards efficiently.

In preparation for regulatory changes, such as the Renters' Rights Act, these tools have become essential. Kellie mentions, "With the Renters' Rights Act... Aidenn and Help me Fix are a reassurance that hopefully costs won't increase with regard to maintenance issues."

Conclusion: A sustainable growth path

For Michael Poole, partnering with Fixflo and Aidenn has been transformative. "It's relieved a huge amount of pressure for [the team] to help deal with the incoming inquiries," Richard states, emphasising the business's commitment to enhancing tenant satisfaction and maintaining operational excellence. As they continue to leverage these technological advancements, Michael Poole sets a benchmark for efficiency and client care in property management.