Customer Portal for a Property Maintenance Company
Tenant and landlord portal for maintenance requests, job tracking and contractor assignment. Replaced phone and email-based workflows with digital self-service.
Property maintenance company — commercial and residential
A property maintenance company managing reactive and scheduled maintenance for 30+ property managers and body corporates across Perth. They handled plumbing, electrical, painting, carpentry and general maintenance with a mix of in-house tradespeople and subcontractors.
Job requests came in by phone, email and text message. The admin team triaged every request manually — calling back for details, assigning contractors, updating property managers by email, chasing completion and invoicing. Every job required multiple phone calls across multiple parties.
What needed to change
Phone and email overload. The admin team handled 80+ inbound communications per day — maintenance requests, status enquiries, photo requests, invoice queries. Every job generated 5–10 back-and-forth communications.
No self-service for tenants or property managers. Tenants could not lodge a maintenance request without calling or emailing. Property managers could not check job status without calling the office. Everyone was reliant on the admin team for everything.
Contractor management was chaotic. Assigning jobs to the right contractor, tracking their progress and chasing completion was all done by phone and email. Jobs fell through the cracks, response times varied wildly, and accountability was difficult.
What we built
A portal for tenants, property managers and contractors — self-service maintenance requests, real-time job tracking, contractor dispatch and automated status updates.
Tenant Portal
Tenants lodge maintenance requests online with photos, descriptions and urgency level. Track the status of their request from lodgement to completion.
Property Manager Dashboard
Property managers see all jobs for their properties — open, in progress, completed. Approve quotes, view photos and download invoices without calling the office.
Contractor App
Contractors receive job assignments with full details and photos. Update status, upload completion photos and submit timesheets through the app.
Automated Status Updates
Tenants and property managers receive automated notifications at each stage — job received, contractor assigned, scheduled, in progress, completed.
How it works
Tenant lodges a request
Logs into the portal, describes the issue, uploads photos and selects urgency. The system creates a job and assigns it to the admin queue.
Admin triages and assigns
Reviews the request, assigns it to the appropriate contractor based on trade, location and availability. Contractor receives the job in their app.
Contractor completes the work
Contractor attends site, performs the work, uploads completion photos and updates the job status. If parts or a follow-up are needed, they note it in the system.
Property manager reviews
The property manager sees the completed job with before/after photos. Approves for invoicing or requests further action.
Invoice generates automatically
Approved jobs generate invoices through Xero. The invoice matches to the property and management agreement automatically.
Measurable outcomes
Property managers used to call us 20 times a day asking for job updates. Now they check the portal. Tenants lodge requests at midnight instead of calling during business hours. The whole operation is smoother.
How we delivered it
Stakeholder Mapping
2 weeksMapped the complete workflow for all stakeholders — tenants, property managers, admin team and contractors. Identified the communication bottlenecks and information gaps at each stage.
Platform Build
5 weeksBuilt the tenant portal, property manager dashboard, contractor app and admin backend. Integrated with Xero for invoicing and Twilio for SMS notifications.
Portal & App Testing
3 weeksTested with 5 property managers and their tenants for 3 weeks. Refined the request form (added guided photo capture), improved status notifications and simplified the contractor app workflow.
Rollout
1 weekRolled out to all property managers, onboarded contractors and launched the tenant portal. Provided training sessions for property managers and help documentation for tenants.
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Prefer a quick chat? Call 0425 531 127 – we're Perth-based and we answer the phone.