HomeLet and Let Alliance have collaborated to launch RefBot – an AI tenant referencing system which deals with queries around the clock.
“For letting agents, this means fewer repeat chasers from tenants and less low-value contact disrupting the day. RefBot sits in front of that demand, answering common questions on tenancy applications quickly and consistently, so agency teams can focus on the more complex scenarios that genuinely need human judgement, for example move-ins, regulatory requirements and vulnerable customers.
“Operating extended hours, RefBot effectively stretches support well beyond the usual nine to five window meaning tenants who work shifts, have caring responsibilities or simply can’t easily make a call during office hours can still get clear information about their reference, at a time that suits them.”
Statement, HomeLet and Let Alliance
HomeLet and Let Alliance already support circa one million tenant references processed each year and RefBot has shaped how demand flows through the system.
“We are building to the point of a referencing system that doesn’t sleep. Tenants are telling us they want this, and since launch thousands have chosen to use the AI options available instead of talking to a human.
“It gives tenants instant answers to straightforward questions, at a time that works for them, and it takes a huge amount of repeat noise away from letting agents and our own teams.
“With the volume of tenants a provider of our size references a year, even modest gains in speed and clarity have a real impact for agents, landlords and tenants.”
Rebecca Baker, Head of Customer Operations, of HomeLet and Let Alliance
Tenants will keep the choice of how to interact albeit through the voice bot, WhatsApp, their tenant portal or with a member of the HomeLet team. They can also switch between the communication routes as their needs change. There are still 300 staff members who are available alongside the AI system for cases that need human judgement.
RefBot is part of HomeLet and Let Alliance’s broader AI technology roadmap, which comprises fraud document detection AI embedded into its VISTA tenant referencing product.
