Scaling Lettings: People, Process & Technology with Nexis Property

In this episode of Rethinking Rentals, Reposit’s Kalan Ledger is joined by Dave Pollard, Associate Director at Nexis Property, to explore what happens behind the scenes when a lettings business starts to scale.

Drawing on his experience managing large property portfolios before joining Nexis, Dave shares how the business has evolved its people, processes and technology to support its growth ambitions without losing sight of service.

From building the right team and introducing scalable processes to embracing PropTech and AI, the conversation looks at how agencies can create the foundations for sustainable growth.

What Breaks When a Lettings Business Starts to Scale?

Growth can quickly expose gaps that were manageable at a smaller scale. Dave discusses how handovers, record keeping, maintenance demand, compliance and tenant queries can all become more challenging as portfolios grow, and why having the right foundations becomes increasingly important.

Scaling Without Sacrificing Service

Does growth inevitably mean a less personal service? Dave explains why he believes it doesn’t, and why consistently strong service should remain at the heart of an agency regardless of its size.

Creating Processes Without Creating Robots

Processes can create consistency, but they shouldn’t remove people’s ability to make decisions. Dave explains how Nexis has standardised repetitive tasks while giving its teams the judgement and clear escalation routes they need to handle different situations.

Building the Right Team and Culture

From recruiting different personalities for lettings and property management to avoiding the dreaded Sunday evening feeling, Dave discusses the importance of people and culture when building a business for growth.

Managing Properties for Overseas Landlords

Working with landlords who may be thousands of miles away makes proactive communication even more important. Dave shares how Nexis approaches regular updates and uses technology to give landlords greater visibility over their investments.

Using PropTech to Support Growth

Dave discusses the technology that has made a meaningful operational difference at Nexis, including tools supporting maintenance, referencing and deposit alternatives, and why technology should remove repetitive work rather than simply adding another system.

Where Should AI and Automation Stop?

As AI becomes more prominent across the property sector, Dave explains why agencies shouldn’t automate something simply because they can. The conversation covers using AI for tasks such as triaging, drafting and summarising, while retaining human accountability for sensitive decisions and relationship-led work.

Using Efficiency to Deliver Better Service

If technology gives property managers more time back, what should they do with it? Dave explains why additional capacity can be used to add more value through proactive communication and stronger relationships with landlords and tenants.

The Lettings Agency of the Future

Looking ahead, Dave expects automation to play an increasingly important role in lettings, but believes the sector will remain fundamentally a people business. Technology can take care of repetitive administration, leaving teams with more time for judgement, problem solving and relationships.

Giving Tenants More Choice With Reposit

Dave also shares Nexis Property’s experience of introducing Reposit as an alternative to a traditional cash deposit, the uptake from tenants and how its integration with Goodlord has helped make it part of a more streamlined lettings journey.