How Empire Chase Cut Response Times by 60% with Outsourced Property Management Staff
Client
Empire Chase
Key Results
Empire Chase manages a growing portfolio of residential and commercial properties across the UK. As the property portfolio expanded, the in-house team struggled to keep pace with the volume of tenant enquiries, maintenance requests, and complaints coming in daily.
Common challenges before outsourcing property management support included:
- Delayed response times to tenant enquiries and maintenance requests, leading to poor tenant experience
- Complaints escalating unnecessarily due to lack of dedicated first-line resolution staff
- High recruitment and retention costs for UK-based customer service and property administration roles
- No scalable way to add property management support staff during peak leasing seasons
- Existing staff spending more time on repetitive admin tasks than on strategic property management and client relationships
Empire Chase needed a reliable, cost-effective way to scale their property management operations without the overheads of hiring, training, and retaining additional UK-based staff. This is a common pain point for UK letting agents and property managers exploring real estate outsourcing to India as an alternative to expensive local hiring.
Prabisha Consulting designed and deployed a dedicated offshore property management support team based in India, working UK business hours and fully integrated into Empire Chase's existing systems and workflows.
The outsourced property management staffing solution included:
- Dedicated remote property management assistants trained on Empire Chase's property management system (PMS), processes, and brand voice
- Tenant enquiry handling across phone, email, and live chat, covering viewings, availability, lease queries, and general property questions
- Complaint management and resolution, including logging, categorising, first-line resolution, and escalation protocols for issues requiring landlord or senior management input
- Property listing and portfolio administration support, keeping listings, availability, and property records accurate and up to date across the PMS
- Maintenance request coordination, liaising between tenants, contractors, and the in-house operations team to track jobs through to completion
- Reporting and MIS dashboards giving Empire Chase full visibility into enquiry volumes, response times, complaint categories, and resolution rates
- Recruitment, training, and payroll management handled entirely by Prabisha, so Empire Chase had zero HR overhead for the outsourced team
- Flexible scaling, allowing Empire Chase to add remote property management staff during peak seasons and scale down during quieter periods
The team was onboarded using documented SOPs for tenant communication, complaint handling, and escalation, ensuring consistent service quality that matched Empire Chase's in-house standards from day one.
Within the first few months of outsourcing property management staff to Prabisha, Empire Chase saw measurable improvements across tenant experience, operational efficiency, and cost savings.
- Faster first-response times on tenant enquiries and maintenance requests
- Significant reduction in unresolved or escalated complaints
- Lower staffing costs compared to hiring equivalent UK-based property administration and customer service roles
- Improved tenant satisfaction scores, supporting better retention and referrals
- In-house team freed up to focus on landlord relationships, acquisitions, and portfolio growth instead of day-to-day admin
- A scalable offshore team model that Empire Chase can expand as their property portfolio grows, without the delays or costs of local recruitment
- Dedicated offshore property management team working UK business hours
- Full tenant enquiry and complaint resolution handled remotely from India
- Seamless integration with client's existing property management system (PMS)
- Zero recruitment, training, or HR overhead for the client
- Flexible, scalable staffing model for peak leasing seasons
- Significant cost savings compared to hiring UK-based property support staff
