Fixing the First Mile: What Letting Agents Can Learn from Kotini About Smart Onboarding
In lettings, the final impression matters. But so does the first.
At The Depositary, we help letting agents streamline the tenancy conclusion process - automating what was once manual, time-consuming and inconsistent. But as our recent podcast with Annalese Walmsley, Sales Director at Kotini, reminded us, many agencies are still struggling with the first mile of the journey: onboarding.
From AML and ID checks to PIQs, forms, signatures and consent requests, most agencies are juggling a chaotic stack of providers, emails and disconnected workflows. The result? Frustrated tenants, stressed negotiators, and delayed listings.
Annalese calls it the "Frankenstein tech stack" - and it’s costing agents time, money and brand equity.
A Better Way to Onboard
Kotini offers a unified, digital-first onboarding experience. It plugs into your CRM, consolidates multiple touchpoints into a single branded journey, and gives agents control over workflows and outcomes.
For letting agents and property managers, this means:
Quicker time-to-list
More confident compliance
A smoother journey for staff and clients alike
It’s the same ethos we champion at The Depositary - technology that supports humans, not replaces them.
Why the Onboarding Experience Shapes Brand Perception
Annalese nailed it: if a tenant or landlord’s first interaction with your agency is clunky, confusing or slow, it creates doubt.
Will maintenance requests be handled properly?
Will communication be clear throughout the tenancy?
Will I be supported or sidelined?
By investing in smoother onboarding, agents set the tone for the entire relationship. It’s about consistency, clarity and care - three things great operators know can’t be faked.
Monetising Compliance Without Compromise
Another surprising insight? Kotini’s platform enables agents to recover costs or generate margin on onboarding - without sacrificing service.
Depending on your model, tenants, landlords or vendors can pay a fee for digital onboarding, saving your agency time and unlocking new revenue without adding new headcount.
For agencies battling margin pressure, this kind of efficiency matters. It’s not just about saving time - it’s about creating operational headroom for teams to deliver better experiences.
Hiring for Potential, Backing with Systems
Annalese’s own story - from the shop floor to PropTech sales leader - reflects something we deeply value at The Depositary: smart systems empower smart people.
She’s built teams that work cross-functionally, scale fast, and thrive on clarity. And she proves that when your tools are intuitive, your staff don’t need years of experience - they need structure, support and trust.
That’s what we provide at The Depositary: structured, replicable workflows that free up your team to do their best work.
Final Thought: The Start and End Must Align
Letting agents are only as strong as their weakest touchpoint. If onboarding is clunky but tenancy conclusion is slick - or vice versa - the client experience suffers.
That’s why we love what Kotini is building - and why it complements our own mission at The Depositary.
Because great letting isn’t just about collecting rent. It’s about delivering a joined-up, digital-first experience that’s seamless from first contact to deposit return.
Let’s fix the first mile, and finish strong.
