In today’s fast-moving residential property sector, reliable technology is a necessity. From managing listings and payments to staying compliant and keeping clients informed, technology plays a key role in nearly every touchpoint of an agency’s operations. But when those systems experience unplanned downtime, the impact can be immediate and far-reaching.

Recent events across the industry have highlighted just how important it is to have a dependable technology provider. It’s not just about having software that works, it’s about having a partner you can count on when it matters most.

Why reliability matters

Estate and letting agents rely on technology every day to run their business efficiently. Whether it’s processing rental payments, managing maintenance requests, or communicating with landlords and tenants, a strong digital foundation keeps everything moving.

South London firm Samuel Estates, for example, adopted MRI Sales & Lettings which led to time savings of 75% on receipting rent using automated accounting and lease management processes.

But when a system failure occurs, the processes in place also fall apart leading to delays, lost revenue, and frustrated customers. Which is why agencies need more than just feature-rich software, they also need confidence that their technology will be there when they need it most.

Partnering with a supplier that has a strong reputation when it comes to uptime and resilience is vital When looking for that supplier, it’s important review solutions that are:

• Cloud based and scalable to support growth and reduce the risk of outages
• Secure and regularly update to protect against cyber threats
• Built for continuity with recovery plans in place if things go wrong

Support

While technology itself is important, it’s only part of the picture. What really sets a long-term partner apart is the level of support and service that comes with it.

Dependable tech should be supported by reliable people. That means having access to an account team that understands your business, support services that respond when you need them, and a clear roadmap that shows ongoing investment in the solution.

Regular customer engagement plays a big role here too. Events like user forums and feedback sessions not only give clients a voice — they also help shape the future of the platform. Two-way communication helps agencies feel heard and ensures the technology continues to evolve in the right direction.

And while not every agency needs a managed services provider, having access to expert support when required — whether it’s for onboarding, training, or short-term help from an operational angle — is a sign of a partner who is committed to your strategic vision. 

Evaluation

If you’re assessing your current tech setup or thinking about a change, it’s worth asking a few key questions:

• How reliable is the platform, and what’s the supplier’s uptime record?
• Is support responsive, and what does the escalation process look like?
• Can the provider support you beyond software if needed?
• How is customer feedback collected and actioned?

Confidence, not concerns

Technology should provide you – the estate agency – with confidence, not create concerns. With the right partner in place, one that offers dependable systems, listens to its users, and invests in long-term relationships — agencies can focus on what they do best; delivering great service and growing their business.

Author note: Dan Foryszewski is Managing Director of Private Residential & Director of Investor Solutions at MRI Software.

Read more: How do you choose lettings software?