Tenant Response Times Cut by 74% Across 1,200 Units

The Challenge

The firm was managing over 1,200 rental units with a small team drowning in tenant queries, maintenance requests, and compliance paperwork. Response times were averaging 3 days, tenant satisfaction was dropping, and the team had no visibility into which properties needed attention most.

• Average 3-day response time to tenant maintenance requests
• Compliance certificates tracked manually across spreadsheets
• No prioritisation system — urgent and minor issues treated the same
• Contractor dispatch done via phone calls with no tracking

What We Built

We connected their property management platform, tenant communication channels, and contractor database through one AI layer. The system now triages incoming requests by urgency, auto-dispatches contractors, tracks compliance deadlines, and sends proactive updates to tenants.

• AI triage categorising and prioritising every maintenance request
• Automated contractor dispatch with availability matching
• Compliance tracking with 30-day advance alerts
• Proactive tenant updates reducing inbound chase-up calls

Results

• 74% Response time — Faster — from 3 days to under 19 hours
• 41% Tenant satisfaction — Improvement in quarterly survey scores
• Zero Compliance risk — Overdue certificates since go-live
• 22hrs Admin time saved — Per week across the property team