Enclave is a build-to-rent operator with 4 operational buildings across the UK, focused on delivering efficient leasing journeys & strong resident experiences.
The challenge
Enclave were already using HubSpot when we started working with them. We first came on board through a small support retainer, helping the team work through practical issues in the account & improve day-to-day use of the platform.
That support worked well, but over time it became clear that a broader review was needed. The existing setup had grown in stages, with different parts of the customer journey handled in different ways.
For a build-to-rent operator managing enquiries across multiple buildings, this created unnecessary friction for the leasing team.
The main challenges were around:
- Managing enquiries consistently across buildings
- Capturing the right qualification information
- Making sure no enquiries were missed
- Reducing manual admin around viewings
- Improving visibility across the leasing journey
- Creating clearer reporting for the management team
Enclave needed a more joined-up HubSpot setup that reflected how their leasing process worked in practice, from first enquiry through to viewing & booking.
What we did
We put together a project team & ran a discovery workshop to review the full customer journey in detail.
The aim was to understand where the existing setup was creating friction, identify the gaps affecting the team & design a more rounded solution that could support all 4 operational buildings.
Reviewed the full customer journey
We started by mapping how enquiries moved through the business, from the moment a prospect got in touch through to qualification, viewing & booking.
This helped us identify where the process was working well, where it was adding unnecessary complexity & where the team needed clearer structure.
- Reviewed the existing enquiry journey
- Identified gaps in qualification & follow-up
- Looked for points where manual work could be reduced
- Created a clearer direction for the HubSpot rebuild
This gave Enclave a more complete view of what needed to change before we started making improvements in the system.
Simplified enquiry qualification
One of the main areas we improved was enquiry qualification.
Previously, the process made it harder than necessary for the team to capture key information & track where each enquiry stood. We redesigned this part of the journey so the team had a clearer way to manage new enquiries before they became booking opportunities.
This created a better structure for recording important details such as preferred building, apartment type, budget, move date & other qualification criteria.
- Created a clearer qualification process
- Improved capture of key enquiry details
- Reduced the risk of missed enquiries
- Made it easier for the team to prioritise follow-up
Improved viewing management
We also streamlined how viewings were booked & tracked.
Rather than relying on more manual processes, we helped Enclave use HubSpot in a way that made viewing management more consistent across buildings.
This allowed key details such as building addresses, arrival instructions & viewing information to be included more consistently, reducing repetitive admin for the team.
- Simplified the viewing booking process
- Reduced repetitive manual work
- Created a more consistent experience for prospects
- Improved visibility of viewing activity
This made the process easier for the leasing team while giving prospects a smoother experience.
Created a cleaner booking journey
We then refined the journey from enquiry to booking, making sure the process was easier to follow & more closely aligned with the way Enclave’s team actually works.
The goal was to remove unnecessary complexity, avoid duplication & create a clearer path for prospects as they moved through the leasing journey.
- Streamlined the journey from enquiry to booking
- Reduced process duplication
- Made progression easier for the team to manage
- Created a more practical setup for day-to-day leasing activity
Strengthened reporting & visibility
Improving reporting was another important part of the project.
Enclave needed better visibility of key activity across buildings, particularly around enquiry volume, viewing activity & booking progression.
We refined how HubSpot captured & surfaced this information, giving the management team clearer insight without adding unnecessary admin for the leasing team.
- Improved reporting across enquiry activity
- Created clearer visibility of viewing performance
- Supported better management insight across buildings
- Made reporting more useful for operational decisions
Built a more scalable process
Throughout the project, the focus was not just fixing isolated issues. It was about creating a more scalable operating model inside HubSpot.
The revised setup was designed to work across all 4 operational buildings, giving Enclave a more consistent way to manage enquiries, viewings & bookings as the portfolio continues to grow.
- Created a more consistent process across buildings
- Aligned HubSpot more closely to the leasing journey
- Reduced friction for the team
- Built a stronger foundation for future growth
The outcome
Enclave now has a more efficient HubSpot setup for managing its build-to-rent leasing journey.
The project replaced a process that had become too fragmented with a clearer, more practical way of managing enquiries, qualification, viewings & bookings.
The new setup gives Enclave:
- A clearer enquiry management process
- Better qualification data for the leasing team
- Reduced risk of missed enquiries
- A smoother viewing booking experience
- Clearer reporting across key leasing activity
- A scalable process for all 4 operational buildings
Most importantly, HubSpot now better reflects the way Enclave’s leasing journey works in the real world.
The team can manage enquiries more effectively, reduce manual admin & report on key activity with more confidence. For a growing build-to-rent operator, that creates a stronger operational foundation for both customer experience & commercial performance.
