Meet Spencer Lawrence of Paramount Properties

Paramount Properties manages and lets homes across London. As Spencer Lawrence, a key figure at Paramount, explains:

“The emotion involved in moving home isn’t considered often enough. We’re dealing with people who are hyper-stressed and expect immediate responses. When you’re managing multiple properties, issues like boilers breaking down on a Friday afternoon can overwhelm a team.”

The challenge for Paramount was clear: provide faster, more reliable maintenance resolutions while reducing the operational stress on their team. Spencer’s vision? An AI solution that communicates effectively, sources contractors quickly, and remembers every interaction—creating a seamless experience for tenants and staff alike.

The Challenge: Handling Maintenance Emergencies at Scale

Paramount’s team faced several operational hurdles:

1. High-Stress Scenarios

Tenants expected instant resolutions for issues like no heating or hot water, especially during weekends.

2. Operational Overload

With dozens of requests arriving simultaneously, managing contractor schedules and tenant expectations became chaotic.

3. Manual Processes

Coordinators spent significant time taking notes, chasing contractors, and following up with tenants—leaving little room for proactive problem-solving.

4. Scaling Limitations

As Paramount grew, these manual processes couldn’t keep up, causing delays and dissatisfaction.

The Solution: SOME-1 Maintenance Worker AI

Paramount turned to SOME-1 to deploy a Maintenance Worker AI capable of managing maintenance requests end-to-end. Here’s how it transformed Paramount’s operations:

A Real Scenario: Boiler Breakdown on Friday at 3 PM

Maintenance Workflow
┌───────────────┐
│ Tenant Reports│
│  Boiler Issue │
└───────┬───────┘
        ↓
┌───────────────┐
│ AI Worker Logs│
│  the Request  │
└───────┬───────┘
        ↓
┌───────────────┐
│ Contractor    │
│ Dispatched    │
└───────┬───────┘
        ↓
┌───────────────┐
│ Tenant Updates│
│ Sent in Real  │
│      Time     │
└───────────────┘

1. Immediate Response

At 3:01 PM, a tenant reported their boiler had stopped working. The AI worker instantly answered the call, gathering key details like:

• “Do you still have hot water?”

• “Are there any visible issues with the boiler, such as leaks or noises?”

2. Automatic Coordination

By 3:03 PM, the AI worker identified the appropriate contractor from Paramount’s database and dispatched them for a same-day repair.

3. Tenant Updates

By 3:05 PM, the tenant received a text message:

• “Your issue has been logged. A certified technician is on the way and will arrive by 4 PM.”

4. Completion Tracking

At 4:15 PM, the contractor completed the repair. The AI worker updated maintenance records and sent a follow-up survey to the tenant.

5. Team Relief

The Paramount team didn’t have to manually handle calls or contractor coordination, allowing them to focus on higher-value tasks.

The Results: A New Era for Property Management

Operational Impact:
┌─────────────────────┬────────────────────┐
│ BEFORE              │ AFTER              │
├─────────────────────┼────────────────────┤
│ Manual Calls        │ Instant Responses  │
│ High Stress Fridays │ Relaxed Operations │
│ 1-2 Days to Resolve │ 1-2 Hours to Resolve│
│ Scaling Challenges  │ Effortless Growth  │
└─────────────────────┴────────────────────┘

The introduction of SOME-1’s Maintenance Worker AI delivered significant benefits:

1. Faster Resolutions

Maintenance issues were resolved within 1-2 hours, compared to 1-2 days previously.

2. Stress-Free Operations

The AI worker handled tenant communications and contractor scheduling, reducing team stress during peak times.

3. Enhanced Tenant Satisfaction

Tenants received real-time updates and faster repairs, leading to improved trust and retention.

4. Scalability for Growth

With the AI worker managing routine tasks, Paramount scaled their portfolio without adding operational complexity.

Spencer’s Perspective on AI

Spencer sees the potential of AI as a transformative tool for the property management industry:

“Having AI that can communicate effectively with residents and source contractors super fast is incredibly reassuring for tenants and makes our diaries way more manageable. AI’s memory and adaptability create experiences that feel personal—like remembering to ask about a tenant’s holiday months later.”

He emphasizes that AI’s ability to be “coachable” is one of its greatest strengths:

“The best asset of any human is being coachable. SOME-1 AI mirrors this, continuously learning and improving, without even realizing it’s doing so.”