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EcoOnline > Case Studies > Digital Transformation in Property Management: A Case Study of Lambert Smith Hampton
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Digital Transformation in Property Management: A Case Study of Lambert Smith Hampton

Technology Category
  • Cybersecurity & Privacy - Security Compliance
  • Functional Applications - Computerized Maintenance Management Systems (CMMS)
Applicable Industries
  • Buildings
  • Healthcare & Hospitals
Applicable Functions
  • Maintenance
  • Quality Assurance
Use Cases
  • Leasing Finance Automation
  • Onsite Human Safety Management
The Challenge
Lambert Smith Hampton (LSH), a leading property consultancy in the UK and Ireland, faced a significant challenge as its client portfolio continued to grow. The existing processes for monitoring the management of their clients’ properties, which included using separate systems for each of their services, were inadequate and needed development to capitalize on rising customer demand. LSH required a comprehensive digital platform that could provide a deeper, holistic understanding of their service delivery. This included logging reactive jobs, scheduling properties for planned maintenance works, recording accidents, and ensuring contractors carrying out jobs at each property were accredited and qualified. Property management is a key driver of LSH’s ongoing growth, but to maintain its market leadership, it needed a robust system to ensure high levels of customer service and compliance checks kept up with demand.
About The Customer
Lambert Smith Hampton (LSH) is one of the leading property consultancies in the UK and Ireland. It manages 15 million sq ft of shopping centre space, 7,700 commercial and residential properties, and more than 1,000 railway stations. The company looks after residential, commercial, and public sector buildings and faces the nationwide challenge of ensuring that different elements of health, safety, and compliance are being adhered to in the business and across their supply chain. LSH also needs to respond to jobs in a timely manner. Property management is one of the key drivers of LSH’s ongoing growth.
The Solution
Since 2016, LSH has been working on evolving a tailored software offering that utilizes Info Exchange, ReportLine, and Sypol. This solution provides LSH with full visibility of their supply chain, the properties and assets they manage, and compliance requirements associated with the services they provide. LSH uses the Info Exchange platform to manage planned maintenance for around 4,500 assets and 500 reactive maintenance calls every year. The ReportLine service enables LSH staff to record accidents either online or over the phone, including details for a full investigation to mitigate against a repeat. LSH also works with Sypol, a corporate social responsibility service, to ensure compliance with regulations around hazardous substances and protect employees from workplace health risks. All these services feed into the Info Exchange integrated platform, which connects people, processes, and data to achieve operational excellence.
Operational Impact
  • The digital-first, integrated, and tailored health & safety reporting software solution has transformed LSH's monitoring capabilities. The Info Exchange integrated platform has become the bedrock of ensuring LSH can connect people, processes, and data to achieve operational excellence. This could be through proactively alerting that a customer’s property is due for some planned maintenance, highlighting an accident, or alerting to a contractor whose accreditation is about to expire. The comprehensive range of services that LSH accesses means that as it continues to grow, it knows it has the partnership behind it to keep pace with demand from a compliance and customer service perspective. This allows LSH to be more productive and make better data-driven decisions to grow.
Quantitative Benefit
  • LSH manages planned maintenance for around 4,500 assets using the Info Exchange platform.
  • The platform also handles 500 reactive maintenance calls every year.
  • LSH has been able to maintain its growth and manage an increasing portfolio of clients with the help of the digital platform.

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