Services
Operations & Customer Journey Consulting
- Audit of customer experience from enquiry to retention
- Systems review: are they operating efficiently? Where are the bottlenecks?
- Implementation of better onboarding, feedback loops, and complaint resolution processes
- Guidance on creating SOPs (Standard Operating Procedures)
- Resident/tenant journey mapping
New Site Mobilisation Support
- Project planning (people, policy, tech, timeline)
- Resident journey and comms design
- Mobilisation documentation and playbooks
- Optional recruitment/interim support
Leadership & Team Coaching
- Mentoring on handling resident conflict, complaints, and team dynamics
- Helping someone step into a leadership role with confidence
- Shadowing staff and offering development feedback
- Practical ops coaching (diary management, delegation, escalations)
Tenant Engagement & Retention Strategy
- Creating calendar of community events that actually work
- Tools to increase renewals and reduce voids
- Surveys, feedback templates, or NPS tracking setup
- Handling complaints or creating better escalation flows
Tender Support & Supplier Vetting
- Running the tender process for cleaning/security/maintenance
- Creating templates for spec, scoring, and cost comparisons
- Ensuring SLAs and KPIs are clearly defined
- Checking performance post-contract
Ongoing Operational Support
Think of me as your fractional Head of Ops, available for strategic support, second opinions, or extra capacity when you need it most.
Need something else?
If you’re not sure which option fits, or want a fully tailored package, get in touch. I’ll always suggest what’s best for your business, even if that’s not me.