Tenant Portal for a Property Management Company
Bilingual tenant portal with maintenance-request intake, AI urgency triage, and automated rent reminders. Designed to cut the 9pm 'heat pump is making a noise' phone call.
- Client
- Sample scenario: Auckland residential property management
- Industry
- Property Management
- Services
- Enterprise SoftwareAI Integration
- Maintenance requests centralised with AI-assisted urgency triage
- Bilingual tenant experience — Chinese and Kiwi tenants both served first-class
- Can run on the PM company's own server with Stripe/Xero integrated via their own accounts
The scenario
An Auckland property management company managing 100-500 residential properties, with a mixed Chinese and Kiwi tenant base. The typical pain profile:
- Tenants report issues through every possible channel — phone, text, messaging apps, email, or complaints routed through the landlord.
- Every "the heat pump is making a weird noise" call comes to the property manager's personal mobile at 9pm.
- Rent chasing means manual reminders, calling defaulters, and reconciling bank statements by hand.
This case study describes what we can build remotely for this kind of operation.
What we build
A bilingual tenant portal where every tenant has an account in their preferred language. Tenants can:
- Log a maintenance request with photos. AI classifies urgency (emergency / standard / cosmetic) and routes accordingly.
- See their rent balance, pay via Stripe, and get receipts that auto-sync to Xero.
- Access their lease, bond receipt, and tenancy notices — no more "can you send me that form again?".
For the property manager, a back-office that:
- Auto-sends rent reminders 3 days before due (bilingual, polite, with payment link).
- Flags tenants falling behind and drafts escalation notices for the manager to review before anything is sent.
- Tracks maintenance job status end-to-end, with a document trail sufficient for Tenancy Tribunal disputes.
AI triage: the actual value
A small classifier trained on historical maintenance logs does the urgency triage. When a tenant logs "hot water not working", the system:
- Classifies it as P1 (emergency in winter, lower urgency in summer).
- Routes it to the on-call tradesperson with the property address and tenant contact.
- Notifies the property manager with a ticket summary.
The goal is that the property manager sees a morning summary — "Fixed at 10:47pm, $245" — rather than fielding the 9pm call themselves. The classifier never takes authorising action on its own; emergency dispatch rules are configurable and the PM company approves them up front.
Deployment options
- Cloud (default): hosted on our infrastructure.
- On-premises: Docker Compose package on the PM company's own office server, with Stripe and Xero integrated via their own merchant/Xero accounts (no shared credentials). Useful when the company has been burned by a SaaS vendor holding their data or raising prices unexpectedly.
Pricing
Scope-quoted. Free 30-minute consultation, then a written fixed-price quote. Typical delivery 6-10 weeks depending on how much of the tradesperson dispatch workflow you want automated versus kept manual.