Property management
A Tenant Portal That Reduced Maintenance Backlogs
Software
Introduction
A property management agency wanted to cut maintenance delays and improve tenant satisfaction without increasing headcount.
The Challenge
Requests were inconsistent, contractors struggled to get key details, and staff spent time chasing photos, access times and approvals. Tenants felt ignored when they did not receive updates.
Solution & Implementation
We created a tenant portal where requests could be logged in under two minutes, including photos and preferred access times. The system automatically categorised issues (for example plumbing, electrical, urgent/safety) and routed them to the right contractor with a clear checklist. Tenants received updates at each stage, and staff could see a single queue with priorities. We also introduced contractor performance tracking (response time, completion time) and simple dashboards for the agency’s leadership team. Implementation included templates for common issues and a “fast track” path for emergencies.
Impact
Average time to resolution reduced by ~33%
Incoming maintenance calls reduced by ~20% (shift to self-service)
Repeat visits reduced by ~12% (better info captured upfront)
Tenant retention increased by ~6% year-on-year
Estimated first-year ROI: ~2–3×, mainly via reduced admin time and improved retention