Managing Capital&Centric’s mixed-use assets

Capital&Centric is a regeneration developer delivering distinctive mixed-use buildings across the UK, including residential communities under its Ollo brand.

The challenge

Capital&Centric needed HubSpot to support a growing portfolio of buildings across the country.

Each building had its own audience, team, enquiry routes & customer journey. HubSpot needed to manage that complexity without creating a fragmented setup or forcing every enquiry through the same process.

This was particularly important because Capital&Centric’s buildings are not exclusively residential. Alongside residential enquiries, the team also needed to manage commercial enquiries from businesses interested in spaces within their mixed-use assets.

The challenge was to create a HubSpot setup that could:

• Manage multiple buildings within one CRM
• Route enquiries to the correct internal team
• Support separate residential & commercial journeys
• Send the right communications based on enquiry type
• Notify external agents where needed
• Keep teams aligned across different buildings & uses

Capital&Centric needed HubSpot to reflect the reality of managing mixed-use real estate, where each building can have different spaces, stakeholders & sales or leasing processes.

What we did

We configured HubSpot to support Capital&Centric’s multi-building, mixed-use operating model.

The focus was on creating a clear structure for enquiries, routing & communications, while allowing each building to have the right process behind it.

Multi-building HubSpot setup

We configured each building within HubSpot so enquiries could be segmented, routed & managed correctly.

This gave Capital&Centric a clearer way to handle demand across its portfolio, without relying on manual sorting or generic enquiry handling.

• Configured multiple buildings within HubSpot
• Segmented enquiries by building
• Connected each building to the right team
• Created a scalable structure for future assets

This ensured each enquiry entered HubSpot with the right context from the start.

Residential enquiry journeys

For residential enquiries, we built routes that allowed prospects to receive the right communications & move through the correct pipeline based on the building they were interested in.

This became especially important as Capital&Centric developed its residential brand, Ollo.

• Supported residential enquiry capture
• Aligned follow-up communications to the correct building
• Routed enquiries to the relevant team
• Helped organise residential demand under the Ollo brand

The result was a cleaner customer journey for people enquiring about homes within Capital&Centric’s portfolio.

Commercial enquiry journeys

One of the more complex parts of the project was supporting commercial enquiries alongside residential demand.

We created separate forms & journeys for commercial enquiries, with fields that allowed users to explain the nature of their enquiry & the type of business they represented.

• Created dedicated commercial enquiry forms
• Captured enquiry type & business details
• Built separate follow-up routes for commercial prospects
• Separated commercial journeys from residential leasing activity

This gave Capital&Centric a more practical way to manage interest from businesses, without forcing those enquiries into a residential process.

Routing, workflows & notifications

We built workflows to route enquiries to the right people based on building, enquiry type & use case.

Where enquiries needed to be handled internally, HubSpot assigned or notified the relevant team. Where external agents were involved, workflows were used to notify them so they could pick up the enquiry quickly.

• Routed enquiries by building
• Separated residential & commercial enquiry handling
• Notified internal teams automatically
• Triggered external agent notifications where needed

This reduced manual triage & helped ensure enquiries reached the right person faster.

Branded communications

We also configured communications to keep both external enquirers & internal users up to date throughout the journey.

This meant prospects received relevant follow-up based on what they had enquired about, while internal teams had clearer visibility of the next steps.

• Created enquiry-specific communications
• Kept prospects informed after submitting forms
• Updated internal teams through automated notifications
• Improved consistency across buildings & enquiry types

The outcome

Capital&Centric gained a HubSpot setup built around the reality of managing mixed-use assets across multiple locations.

Instead of treating every enquiry in the same way, HubSpot could now distinguish between buildings, residential enquiries, commercial interest & the different teams or agents involved.

The project delivered:

• A clearer HubSpot structure for multiple buildings
• Separate journeys for residential & commercial enquiries
• Automated enquiry routing to the correct teams
• External agent notifications where required
• More relevant communications for prospects
• A scalable CRM foundation for the Ollo residential brand

Most importantly, the system gave Capital&Centric a more practical way to manage demand across mixed-use real estate.

HubSpot became a central place to capture, route & manage enquiries across different buildings, uses & teams, helping the business support both residential communities & commercial spaces from one connected platform.