Tenant Portal for a Property Manager
Tenant self-service portal for maintenance requests, lease documents, payment history and communications. Reduced call volume and improved tenant satisfaction.
Property management company — residential rentals across Perth
A Perth property management company with a portfolio of 1,200 residential properties. A team of 15 property managers handled tenant communications, maintenance coordination, lease administration and inspections.
Tenants communicated by phone and email. Every maintenance request generated phone calls — the initial request, a follow-up call from the property manager, tradesperson scheduling, and status updates. Lease documents were emailed as PDFs. Payment queries required manual ledger lookups.
What needed to change
Call volume was unsustainable. 1,200 tenants calling about maintenance status, lease queries, payment confirmations and inspection schedules generated 80–100 calls per day. Property managers spent more time on the phone than managing properties.
Maintenance workflows were invisible. Tenants lodged maintenance requests by phone or email. Property managers created work orders manually, contacted tradespeople, and juggled status updates across emails and phone calls. Tenants called repeatedly for updates because there was no other way to check progress.
Document access was scattered. Lease agreements, condition reports, inspection schedules and payment receipts were emailed as PDFs. Tenants who needed a copy of their lease or a payment receipt had to call the office and wait for someone to find and resend it.
What we built
A tenant self-service portal with maintenance request lodgement and tracking, lease document access, payment history, inspection scheduling and direct messaging — integrated with the property management system.
Maintenance Requests
Tenants lodge maintenance requests with photos and descriptions through the portal. Requests routed to the property manager with automated trade allocation. Status updates visible to the tenant at every stage.
Document Vault
Lease agreements, condition reports, inspection reports, payment receipts and notices accessible anytime. Documents uploaded once and always available — no more emailing PDFs.
Payment History
Full payment history with receipts. Upcoming rent due dates. Payment method management. Outstanding balance alerts.
Communications Hub
Direct messaging between tenant and property manager within the portal. Inspection scheduling with online confirmation. Notices and announcements delivered and tracked.
How it works
Tenant lodges a maintenance request
Logs into the portal, describes the issue, uploads photos, selects urgency. Request submitted with all details the property manager needs to act.
Property manager reviews and assigns
Request appears in the PM's dashboard. Reviews details and photos. Assigns to the appropriate tradesperson. Tenant sees status change to "Assigned."
Tradesperson schedules the job
Trade contacts the tenant to schedule (or tenant selects from available times). Appointment confirmed in the portal. Tenant receives a reminder notification.
Work completed and closed
Tradesperson completes the work. PM closes the request with notes. Tenant sees "Completed" status and can provide feedback on the repair.
Tenant accesses documents anytime
Lease, condition reports, inspection results and payment receipts all available 24/7. No phone calls, no waiting for emailed PDFs.
Measurable outcomes
Our property managers were spending half their day on the phone answering the same questions — is my maintenance done? Can you resend my lease? Now tenants check the portal and we manage properties instead of answering phones.
How we delivered it
Tenant Research
1 weekSurveyed tenants on their top frustrations (maintenance status visibility was #1). Analysed call logs to categorise the most common query types. Mapped the maintenance workflow from lodgement to closure.
Portal Build
4 weeksBuilt the tenant portal with maintenance requests, document vault, payment history and communications. Integrated with Property ME for data sync and work order management.
PM Dashboard
2 weeksBuilt the property manager dashboard for managing maintenance, tenant communications, inspections and reporting. Workflow automation for routine tasks.
Launch & Onboarding
1 weekSent portal invitations to all 1,200 tenants with a setup guide. Launched with maintenance requests as the primary feature. Added document vault and payments in the second week.
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Prefer a quick chat? Call 0425 531 127 – we're Perth-based and we answer the phone.