James Du Pavey

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‍About James Du Pavey

James Du Pavey is an independent estate agency serving Staffordshire, Shropshire and Cheshire, renowned for exceptional customer service and deep local expertise. Supporting both buyers and sellers throughout their property journey, the agency has earned an impressive 38+ national awards. 

They currently employ around 40 negotiators and are actively focused on increasing mortgage lead revenue by strengthening their internal referral processes. 

With this goal in mind, they sought a modern solution that could boost output, enhance team engagement, and deliver consistent financial qualification and revenue across the business.

The Challenge

The agency's existing process for mortgage referrals was described by James Du Pavey, Managing Director as "very manual," relying on a jot form which was an "absolute faff" and lacked a central database. 

This traditional approach required the team to duplicate data across multiple spreadsheets, leading to frequent delays and errors. As James explained, “When somebody’s busy and they’re racing through collating the caller details, the other phone’s ringing with someone else calling, it’s an easy thing to let slip.” 

The reliance on multiple spreadsheets also included an Excel document that had to be manually updated by their external mortgage adviser, leaving the team with limited visibility over the status of any given lead.

The Solution

James Du Pavey implemented the Street Partner Platform to seamlessly integrate and accelerate the referral process within their client registration workflow. The platform introduced secure logins and a structured system for tracking lead progress, removing the need to rely on spreadsheets altogether.

James highlighted the key functional benefit being, "the big blue referral button as part of the onboarding of every client absolutely stands out. It keeps it at the forefront of our negotiator's mind every single time, keeping referrals consistent and instant." Submitting a referral has quickly become a natural part of registering a client.

This function makes the referral process “really quick, simple and easy.” James noted that the biggest impact has been for their broker: “Our mortgage broker absolutely loves it, the platform has transformed the way they work with our negotiators.”

With the broker working remotely, the system provides clearer information and a fast flow of referrals from the team. Crucially, the broker can now also communicate lead stages back to the negotiators far more clearly, closing the loop and keeping everyone fully aligned.

The Results

The implementation of the Partner Platform delivered a swift transformation, including:

• Substantial uplift in leads: Comparing lead referrals since implementation there was a substantial 120% increase the following month.

• Improved lead admin and focus: James confirmed, the platform saved ‘’three to four minutes per referral but the actual conversion rate and the improvement in the number of mortgages is a lot more powerful".

• Enhanced communication: The system significantly improved communication between the negotiators and the external mortgage advisor with over 250 leads referred over a 6 month period.

Future Outlook

With lead numbers continuing to rapidly increase, James highlighted the platform's gamification features, which he believes will make the process even more engaging for his team: "I really like our negotiators being able to see exactly what they've earned off mortgages on the platform, which will also make everyone directly accountable."