Property Management Case Study: One hundred properties under management, a team stretched beyond capacity, and no clear path to profitability. For this NSW agency, something had to change.
The Context
In this Property Management Outsourcing Case Study, we look at a NSW based agency who transformed the way their department runs — and haven’t looked back since.
The rent roll had grown from thirty-five to over one hundred properties, but the growth was creating more pressure than profit. Every task was treated as high priority, nothing had a clear process behind it, and the team was stretched. Hiring more local staff seemed like the obvious answer, but the finances simply didn’t allow it.
“We looked at the resources we had. All we had was time. We didn’t have enough money. That’s when we went to a Lee Woodward conference, which is where we met Joel Davis.”
The Realization
After discussing the difficulties they were facing, Joel proposed a consulting session to map out the best path forward
They agreed, sharing, “We booked a consulting session with Joel. I did not have the money, so I pulled it out of our overdraft — it has paid itself off in dividends since. It was the best decision we ever made.”
“If it didn’t work after three months, we were done — we just didn’t have the funds. So I thought, we’ll take a punt.”
The Transformation
From that consulting session, the answer became clear: offshoring, done properly could give them the capacity they needed without the overhead of additional local staff. They committed to a three-month trial. The stakes couldn’t have been higher.
The first thing we realised was that we were nowhere near ready for it. That was a big moment. We had a staff member trained and ready to go, and we were saying, ‘How do we do things again? Do we have a process for that? No. Okay, let’s go and build that first.'”
The team went through every process from applications to lease renewals, through to the key register, and worked on how to make it a better experience for both the client and the staff. Every process is now set up to use automations, triggers, and alerts to keep everything organised and in check.
“There are so many things people ask me, and when I think about it — I don’t even remember how to do those things anymore because we’ve outsourced them to the degree where we don’t even touch them. Now I can see so many more efficiencies we can unlock as we’ve grown. I’m excited.”- they recalled.
Is your rent roll growing faster
than your team can handle?
The Result
What made the difference wasn’t just the offshore support — it was the moment the business stopped running on memory and started running on a system. With STAFFLINK’s guidance, workflows were documented, automations were set up, and every process was built to run without constant hands-on involvement.
Within three months, the model was working. Within three years, the agency had grown from around one hundred properties to over five hundred and fifty — managed by four local staff and two offshore team members, with a record NPS score and several industry awards along the way.
Their latest rent roll acquisition brought on 245 managements from another agency that had previously required six local staff to manage. That same portfolio was absorbed seamlessly by one Property Manager using the STAFFLINK system.
The Resolution
Three years earlier, they had three months to make it work or close. Today, the business is profitable, the team is focused on what only they can do, and taking on new properties is no longer a source of stress — it’s an opportunity they’re ready for.
If your agency is at a crossroads, growing, but not yet profitable, this is exactly the conversation worth having.
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