Heylo Housing: shared ownership completions, automated end to end
Sixteen manual processing steps replaced by one trigger in Zoho CRM
The challenge
Heylo Housing is a UK shared ownership provider. Most of their customers own a share of their home and pay rent on the rest, which makes every transaction more involved than a standard sale. A resale means one shared owner selling to another. Staircasing means an owner buying a bigger share. Final staircasing means they reach 100% and leave the scheme entirely.
Every completion set off a chain of admin: new customer records, ownership and share changes, rent and service charge recalculations, invoices, direct debit changes. The processing lived in MRI, the housing management system. Much of it was manual. Each completion touched several teams and a missed step tended to surface weeks later as a billing query.
What we built
A completion engine inside Zoho. When the team fills in the actual completion date on a completion record in Zoho CRM, one Deluge function takes over and runs the full sequence: sixteen distinct steps covering new buyer contacts, ownership and share changes, charges and invoices in Zoho Books and direct debit instructions through Allpay, Heylo’s payment provider.
One trigger handles all three transaction shapes: a resale at the same or a new share, a final staircase to 100% ownership and the combined case where a resale and a final staircase complete together. The logic is built as a library of standalone functions, so the earlier phase of the project (new sales completions) and this one share the same building blocks.
The whole environment runs in Zoho’s EU data centre, with Zoho Desk alongside for customer care, so completion data, finance records and customer queries live in one place.
The result
Completions that used to be keyed by hand across systems now run from a single field in CRM. The finance side stays in step automatically: the right charges, the right invoices, the right direct debits, raised the same way every time. And because each step is a documented function rather than someone’s routine, the process survives staff changes.
Talk to us
Processing that lives in one person’s head or one legacy system is exactly the work we automate. Book a free discovery consultation and tell us what a completion, an order or a renewal looks like in your business.