The main workflow, step by step
A single maintenance request is followed here from the tenant's phone to its closure, with the rent view beside it. Tap a step for its screen. The building, the tenant and the contractor are invented for the demonstration.
New request
SR-31408Received- Home
- Apartment 5C, Linden Court
- Problem
- Water heater not heating
- Photos
- Two attached
- Access
- Weekdays after midday, key with concierge
Off the pathA report of a gas smell, flooding or no power shows the emergency number at once instead of a normal request form.
Request review
SR-31408Assigned| Decision | Value |
|---|---|
| Responsibility | Landlord, under the lease |
| Priority | Urgent, no hot water |
| Assigned to | Plumbing contractor |
| Visit window | Proposed to tenant |
Off the pathA repair that falls to the tenant under the lease is explained with the clause, and a quoted repair is offered instead.
Job
SR-31408Part needed- Attended
- Within the agreed window
- Finding
- Heating element failed
- Action
- Part ordered, return visit set
- Cost
- Estimate sent for approval
Off the pathAn estimate above the manager's approval limit goes to the landlord for a decision, and the tenant is told that it is waiting.
Request closed
SR-31408Resolved| Step | State |
|---|---|
| Return visit | Completed |
| Tenant confirmation | Working again |
| Feedback | Given |
Off the pathIf the tenant says the fault has returned, the same request is reopened with its history and goes back to the contractor.
My account
Apartment 5CNothing overdue| Item | State |
|---|---|
| This period's rent | Paid |
| Service charge | Due at month end |
| Lease and inventory | Available to download |
Off the pathA payment that fails is shown to the tenant with a way to retry, before any late notice is produced.
Who uses it, and what each role can do
Tenants, managers, owners and contractors each need a different slice of the same property's information. The portal keeps those slices apart.
| Role | Sees | Can do |
|---|---|---|
| Tenant | Their own home, requests, account and documents | Report problems, pay, download and book amenities |
| Property manager | Requests, tenants and accounts for their buildings | Assess, assign, approve within a limit and message |
| Contractor | Jobs assigned to them, with access details | Schedule, attend, report and send an estimate |
| Landlord or owner | Their properties' requests, costs and income | Approve larger costs and read statements |
| Accounts team | Charges, payments and arrears | Reconcile payments and issue statements |
| Administrator | Buildings, units, users and settings | Set up properties, categories and notification rules |
When the work leaves the usual path
The requests that damage a manager's reputation are the ones that fall between people. These situations each have a defined path in the portal.
| Situation | What the system does | Who decides |
|---|---|---|
| Emergency reported | Shows the emergency contact immediately | On-call manager |
| Repair is the tenant's responsibility | Explains why and offers a quoted repair | Property manager |
| Cost above the approval limit | Asks the landlord and informs the tenant | Landlord or owner |
| Contractor cannot gain access | Records the visit and proposes new times | Tenant |
| Fault returns after closure | Reopens the request with its history | Property manager |
| Payment fails | Tells the tenant and offers a retry | Accounts team |
What it connects to
A portal is the tenants' window onto the property management and accounting systems behind it. Those systems stay in charge of the records.
| System | What moves | Direction |
|---|---|---|
| Property management system | Units, tenancies, charges and balances | Both ways |
| Payment provider | Card or bank payments and their confirmation | Both ways |
| Accounting | Receipts and contractor invoices | Out of the portal |
| Email, text and push notices | Request updates, reminders and building notices | Out of the portal |
| Access or booking systems | Amenity bookings and visitor passes, where fitted | Both ways |
What a first release includes
Tenant accounts
Invitation-based accounts tied to a unit and a tenancy, for web and phone, with several occupants per home.
Service requests
Categories, photos, access details, status updates and messages between tenant, manager and contractor.
Contractor jobs
Assignment to a contractor, scheduling with the tenant, visit reports, estimates and evidence that the work was completed.
Statements and payments
Balances, charges and receipts from your system, with online payment where you want it.
Documents and notices
Leases, inventories and building notices delivered to the right tenants and kept on record.
Manager dashboard
Open requests by building and age, contractor performance and arrears at a glance.
Often added after the first release
- Amenity and parking bookings
- Move-in and move-out checklists with photos
- Parcel and visitor management
- Community notices and surveys
- Owner statements and approvals in a separate view
What we need from you
- Your request categories and who handles each
- Rules on responsibility, priorities and approval limits
- The property management and accounting systems you use
- Sample statements and notices as tenants receive them now
- One building to pilot with, and its manager
Ownership and licensing terms are defined in the project agreement.
What to do next
Tell us how many units and buildings you manage and how requests reach you today. We reply with the first release we would suggest for one building and a proposal. Start a conversation or book a 30-minute call.
Common questions
Is this for residential or commercial property?
Either, with different emphasis. Residential portals centre on repairs, rent and communication with many individual tenants. Commercial ones add service charge detail, several contacts per tenant company, permits for works and visitor access. Mixed portfolios can share one portal with features switched by building. We ask which you manage before sketching a single screen.
Our property management software has a tenant app, why build?
Use it if it serves your tenants well. Managers come to us when the vendor's app cannot carry their brand, lacks the request workflow their contracts need, does not cover part of their portfolio held in another system, or frustrates tenants enough to drive calls back to the office. A custom portal can sit over more than one back-office system.
Can tenants pay rent through the portal?
Yes, where you want that. Payments run through a licensed payment provider, so card and bank details are handled by them and not stored in the portal. The tenant sees what is due and receives a receipt, and the payment is posted to your accounting or property system. Which methods are available depends on your country and provider.
How do contractors take part?
With as little effort as possible. A contractor receives a job by link, sees the problem, photos and access notes, agrees a time with the tenant and reports back with photos and, when needed, an estimate. Regular contractors can have an account with all their jobs. Occasional ones need nothing more than their phone's browser.