Ludworth Lettings / BG-Demo – Check In
Callcompleted
Ludworth Lettings · 6 Oct 2026 11:00
Kerry Bramall says the account is going well and she would say keep it. Regular users are up and she floated adding the lettings negotiators, which would need a portal connector. The contract runs to the end of April next year.
What was said
What this says
As at Fri 9 Oct 2026Kerry Bramall says the account is going well and she would say keep it. Regular users are up and she floated adding the lettings negotiators, which would need a portal connector. The contract runs to the end of April next year.
What happened: Marcus Bell ran a check-in on 6 Oct 2026. Regular users are up by about a quarter on the previous quarter, driven by two new coordinators, and questions asked are spread across the team.
Customer view: Kerry said that if somebody asked her today, she would say keep it. Her only complaints were service charge notes for a few block-management properties and slow search on partial street names.
Commercial: Kerry asked whether bringing in the lettings negotiators would break the fifteen-seat licence. Marcus said the user limit is soft and connectors are the stricter limit, and the negotiators use a listings portal that is not connected. She needs her boss's agreement before spending anything.
Watch: Nothing is committed on the expansion. Marcus offered a call with Tom, who looks after the commercial side, once she knows what she wants.
Themes
As at Fri 9 Oct 2026Theme
Healthy check-in, possible expansion
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Kerry emails Marcus one example property for the service charge notes issue.
- Marcus sends the refresh time in writing and offers times for a coordinator session.
- Kerry decides on the negotiators, and Marcus sets up a call with Tom if she wants to proceed.
Risks
As at Fri 9 Oct 2026- Service charge notes for a few block-management properties do not show next to repairs, which could erode trust if left unexamined.
- Kerry asks a large share of the questions herself, so the chat habit is not yet fully spread.
Opportunities
As at Fri 9 Oct 2026- Bringing in the lettings negotiators would add a new team, but needs a listings portal connector and Kerry's boss to agree.
- A short session for the two new coordinators could deepen question-asking across the team.
Transcript
Kerry BramallHello, hello. Can you hear me? I've got the headset on but it's being funny.
Marcus BellLoud and clear, Kerry. Morning. How's the week treating you?- Kerry BramallDon't ask. The repairs backlog is the worst it's been since the summer. Boilers, mostly. Everyone's heating comes on the same week and then it all breaks.
- Marcus BellHa, yeah, I can imagine. Autumn does that. Right, I'll share my screen in a second and say what I'd like to cover, if that's all right. Nothing heavy. I've pulled the numbers for the last few months, and I'd like to hear how the team's actually finding it.
- Kerry BramallGo for it. I've got half an hour, a bit more if the contractor doesn't ring.
- Marcus BellPerfect. So can you see the usage page? It's a bit small, I'll make it bigger.
- Kerry BramallYep, I can see it. Lots of blue.
- Marcus BellLots of blue, that's the good colour. So the headline is that your regular users are up by about a quarter compared with the previous quarter. You've got three or four people in most days now. You're licensed for fifteen, so there's plenty of room, but the direction is the right one.
- Kerry BramallThat'll be the two new coordinators. I got them on in the summer and I said, right, you don't phone the landlord until you've looked at the property page. Let's not overcomplicate it.
- Marcus BellThat's exactly it. And that's what I wanted to ask about. When they open a property, what are they looking for first?
- Kerry BramallThe open repairs. Then the last statement. Then whether the landlord's been told. Which property is that, has the landlord been told, what's outstanding. Before, that was three different screens and a spreadsheet someone kept on their own drive.
- Marcus BellRight. And is it still doing that for you, bringing the tickets and the statements together on one landlord?
- Kerry BramallMostly, yeah. It's the thing I'd tell anyone. A landlord rings up cross about a leak, and you've got the repair history and what we've charged on the page while you're talking to them. Mm. It makes us look more organised than we are, honestly.
- Marcus BellHa. I'll take that. Mostly, though. Is there something that isn't doing it?
- Kerry BramallOh, it's small. There's a couple of block-management properties where the service charge notes don't show up next to the repairs. I think it's how we enter them, not your end. I didn't want to bother anyone.
- Marcus BellNo, bother us. That's what the check-in's for. Can you send me one example, just the property name, and I'll have a look at where those notes live? I won't promise anything on a fix yet, I'd want to see what's going on first.
- Kerry BramallSure. I'll email you after this. Is it a ticket, or just an email?
- Marcus BellEmail's fine to start. If it needs to be a ticket I'll raise it for you. Speaking of which, you've had two tickets in the last month, both fairly routine, both closed. Do you remember them?
- Kerry BramallOne was somebody who couldn't find the export button, which is a how-to, and I think that was me being thick. The other, hang on. Was that the one about the nightly refresh?
- Marcus BellI think that was a question about when it finishes, so the team knows when the morning numbers are safe to use. It's done by seven in the morning on working days. I'll put that in the follow-up so you've got it in writing.
- Kerry BramallYes, please. New starters keep asking me and I keep saying first thing, which isn't an answer.
- Marcus BellFair. Okay, the next thing on my list. Questions asked, so the chat side. That's gone up as well, and it's not all one person, which is nice. It's spread over the team. Do you ask a lot yourself?
- Kerry BramallMe? Yes. Probably too much. I ask it things like, which landlords have more than a couple of repairs open over a fortnight. Then I go and chase them. It saves me a Monday morning.
- Marcus BellThat's a good use. And I'd like others doing it too, so you're not the only one. I wonder whether it's worth a short session for the two new coordinators. Half an hour, I'd show them a few questions that work well for lettings. Happy to jump on a call with them.
- Kerry BramallThey'd like that. Not this week, I've got a viewing day and the boiler thing. Next week maybe? I'll check what they're doing.
- Marcus BellNext week's fine. Or the week after, no rush. I'll send a couple of times and you pick.
- Kerry BramallLovely. Can I ask something a bit cheeky?
- Marcus BellGo on.
- Kerry BramallSay I wanted to bring in the lettings negotiators too. They're a different group, they'd mostly look at who's moving in and out. Would that blow the licence? We've got fifteen seats, haven't we?
- Marcus BellFifteen licensed users, yes. You're nowhere near it at the moment, so a few more people wouldn't be a problem. The user number is a soft limit anyway. The connectors are the stricter thing, and I'd want to check which systems the negotiators use before saying yes. I don't want to guess.
- Kerry BramallRight, so connectors are the bit to watch. They use the portal for listings, which we don't have in at the moment.
- Marcus BellOkay. Then that's one for a proper conversation, and if it's about scope or price, I'd bring in Tom. He looks after the commercial side of your account. I'm happy to set up a short call, you, me and Tom, when you know what you're after.
- Kerry BramallYes. Not yet, though. I'd have to talk to my boss first, I can't spend anything without a conversation. Let me think about whether it's even worth it.
- Marcus BellNo pressure at all. I just wanted you to know the door's open. Your contract runs through to the end of April next year, and we'll talk about that properly nearer the time. Nothing to do on it now.
- Kerry BramallGood. I have enough going on. Honestly, from my side it's going well. If somebody asked me today, I'd say keep it.
- Marcus BellThat's good to hear. Thank you. Is there anything you'd change? Anything annoying, even small?
- Kerry BramallSearch could be quicker when I type half a street name. It finds it, just takes a moment. But it's not a deal-breaker. I'm moaning.
- Marcus BellI'll note it. I can't say when anything changes, but I'll pass it to the product side so it's on record. Right, let me recap, because I've been scribbling. You'll email me the service charge notes example. I'll send you the refresh time in writing, plus a few times for a short session with the new coordinators. And you'll have a think about the negotiators and come back to me.
- Kerry BramallThat's it. Perfect. Oh, and I'll tell the team the usage went up. They'll be chuffed. Nobody ever tells them anything good.
- Marcus BellPlease do. Thanks, Kerry. Good luck with the boilers.
- Kerry BramallCheers, Marcus. Speak soon. Bye.
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