Prime Property Management, a leading residential leasehold managing agent in London and the Southeast, oversees complex portfolios ranging from small unit blocks to massive 350-unit developments. To support a team of 100 across two regional offices, the business requires absolute operational precision. As Head of Operations, Molly has been instrumental in modernizing the firm's internal knowledge sharing and streamlining core processes. By implementing Waybook as their "Company Intranet," Prime Property Management has achieved a 90% utilization rate, ensuring that their "single source of truth" is always just a click away for every team member.
Before Waybook, Prime Property Management relied on a traditional cloud storage setup that, while functional for a smaller team, began to buckle under the weight of growth and complex regulatory requirements.
The team relied on Google Drive to house all company policies and procedures. However, as the business grew, the folders became increasingly "messy." New policies were added without the old ones being removed, leading to a lack of clarity. Team members would often accidentally overwrite documents or save files in obscure locations, making it nearly impossible for staff to know which procedure was current.
Because information was difficult to find via the standard search bars in Google Drive, employees defaulted to asking their managers for help. This created a constant cycle of interruptions for leadership and caused significant operational delays. Managers found themselves repeating the same information daily, which hindered their ability to focus on high-level property management tasks.
In the highly regulated world of property management - where fire safety and legislative compliance are non-negotiable - having "chaotic" documentation was a risk. New starters couldn't be left to work independently because there was no guarantee they were following the most up-to-date safety protocols, leading to a reliance on intensive, manual one-to-one training.
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"The challenges we were facing before Waybook were people following the right policies and procedures. It was just chaotic, I’d say, was the word. Messy. Managers were having to repeat themselves and people weren't confident in what they were following."
Molly recognized the need for a centralized, locked-down knowledge base that could grow with the business and provide instant answers to the front-line staff.
Prime Property Management transitioned all critical knowledge into Waybook, creating a structured library categorized by internal staff policies, company-facing protocols, and fire safety. Unlike the previous system, edit access is restricted to Directors and Ops leads, ensuring that once a policy is published, it remains the definitive and unalterable version.
The team now utilizes Waybook’s search function as their primary tool. For staff on the front line or taking calls, they no longer need to hunt through folders. Whether they need a specific fire safety protocol or simply need to identify which office a specific property manager is based in, the search bar provides the answer instantly.
To move beyond static documents, Molly utilized Waybook’s engagement features, including call-out boxes, embedded Loom videos, and mandatory quizzes. This allows the business to not only share information but to verify that it has been understood, especially when legislative changes require the team to re-read and re-test on updated materials.
"Now we’ve got Waybook, it’s all broken down in the library into sections. Everyone knows that is where you should be going—check Waybook—and you can guarantee that that is what you should be following."
The rollout at Prime Property Management was a masterclass in change management. Molly took the time to build a "solid library" before inviting the team, ensuring the tool had immediate value. She then conducted live demonstrations for each department on big screens. To ensure adoption, she took the bold step of removing the old documents from Google Drive entirely - forcing a "Waybook-first" culture that was fully backed by the management team.
"To make the rollout successful, I made sure I had a really solid library in there before we rolled it out to the teams. I actually started to remove documents from Google Drive... if they needed that information, they had to go to Waybook because it wasn't anywhere else."
Since implementing Waybook, Prime Property Management has seen a radical shift in how knowledge flows through their two offices.
The team has achieved a near-total adoption rate, with Waybook becoming a permanent fixture on every employee's desktop throughout the working day.
By locking down editing permissions to Directors and Ops, the business has eliminated the risk of staff following outdated or "messy" procedures.
By utilizing the "News" and notification features, the business has significantly reduced internal "all-staff" emails, keeping company updates centralized and searchable.
Front-line staff can now identify team structures and property manager locations in seconds via the search bar, improving the speed of their customer service.
"The business value is efficiency. It’s getting stuff done quicker. That’s one of our company values: 'Get stuff done.' Using Waybook enables people to do everything quicker."
The impact of Waybook at Prime Property Management goes beyond simple document storage; it has become their "Company Intranet." It has empowered managers to stop being "information gatekeepers" and start being leaders. When a staff member has a question, the culture has shifted so that the first response is always, "Have you checked Waybook?"
"It's getting to the point now where if someone asks their manager a question, the response is: 'Well, have you checked Waybook?' Don't come and ask me unless you've checked there."
As Prime Property Management continues to grow, Molly plans to further decentralize the content creation process by training department heads to manage their own sections while maintaining strict brand and formatting consistency. The goal is to keep Waybook as the centralized hub that ensures the business remains innovative and streamlined.
"That single source of truth has really helped us and we just want to build it out more and be more sort of innovative and streamlined with how we're doing things as a business."
By moving away from the "chaotic" nature of shared drives and embracing a structured, searchable, and verified knowledge base, Prime Property Management has future-proofed its operations. Waybook has provided the 100-strong team with the clarity they need to live out their company value of "getting stuff done" with total confidence.
