Case study·Build-to-rent

Application-to-lease handoff

From a leaky eleven-day application cycle — to a tracked, owned handoff under nine days

22%
Application cycle reductionFrom 11 working days to under 9
“The handoff finally had an owner every day.”
Head of Resident Onboarding · BTR multifamily operator
UK BTR / multifamily operator·1,400 units across 3 pilot assets·6-week pilot·United Kingdom
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01Pilot envelope
Pilot length6 weeks
First signal7 days
First ROI35 days
Team alongside4 seats · 2 colleagues

6-week pilot mapping every handoff from application through referencing to lease creation; colleague only escalated missing items and drafted applicant updates.

02What it owns
Reports toHead of Resident Onboarding, dotted line to site managers on move-in readiness.
Owns
  • Application queue — every reserved unit triggers a Homeppl invite within the same business day
  • Referencing chase — one consolidated applicant update per file, drafted for review and never sent twice
  • Lease pre-check — every OneSite + DocuSign pack reconciled against the approved Homeppl file before it leaves the team
  • Move-in heads-up — site managers receive a confirmed move-in card 48 hours ahead with deposit and key status
  • Daily handoff brief — outstanding files, blocked applicants and SLA breaches surfaced for the Head of Resident Onboarding by 9am
Does not do
  • Decline decisions — flags the file, the Head of Resident Onboarding decides
  • Direct applicant email — drafts only, leasing associate sends
  • Lease signature — DocuSign pack is approved by the Head of Resident Onboarding
Done looks like

No reserved unit goes a working day without a tracked next step. Lease packs go out right the first time and site managers know about every move-in two days ahead.

03The team
AI teammates2
SofiaWatches every reservation, opens referencing on time, drafts applicant updates and surfaces files missing documents or signatures.
MarcusCross-checks approved files against OneSite and the DocuSign pack, flags lease drafts with stale rent or missing addenda before they go out.
Human team4
  • Head of Resident OnboardingLeasing leadership
  • 7 Leasing associatesLeasing
  • 3 Referencing & onboarding adminsOnboarding
  • 2 Site managersOperations
04Connected stack
HubSpotHomepplOneSiteDocuSignOutlookSharePoint
05What it returned
22%Application cycle reductionFrom 11 working days to under 9
43Blocked applications clearedFiles past referencing SLA at pilot start
61%Avoidable applicant chasers downDuplicate and unnecessary follow-ups eliminated
  • Day 0
    Co-ordinator sessionStakeholders, stage definitions and the current backlog of stalled files agreed in one call.
  • Day 7
    First signalHubSpot, Homeppl and OneSite joined; Sofia produces the first read-only handoff brief listing 27 stalled reservations.
  • Day 14
    Read-only goes liveDaily brief lands in the leasing Outlook channel; the team corrects four field mappings between Homeppl statuses and OneSite stages.
  • Day 21
    Approval-gated chasersSofia begins drafting applicant updates; leasing associates send after a one-line review.
  • Day 28
    Lease pre-check liveMarcus starts cross-checking DocuSign packs; first three drafts caught with stale rent before sending.
  • Day 35
    ROI reviewSponsor signs off on cycle time, cleared backlog and chaser reduction; expansion to a fourth pilot asset approved.
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