Apex Property Management Tenant Portal
A Sydney property manager handling 1,800 apartment units replaced a call-centre inbox with a tenant self-service portal.
Impact
What changed.
Inbound volume
Tenant calls and emails dropped 62% within four months as self-service handled routine queries. The ops team finally has time for proactive work.
Maintenance cycle
Average maintenance ticket resolution time fell from 9.4 days to 3.1 days. Tenant satisfaction NPS rose from -12 to +34.
Headcount leverage
The firm took on 320 additional units over the year without adding ops headcount — the per-unit operating cost dropped sharply.
The challenge
Before
Apex Property Management runs 1,800 rental and strata units across 42 buildings in Sydney. The operations team of fourteen was answering roughly 600 calls and emails a week — maintenance requests, document requests, payment queries, key requests, complaint follow-up. Tenants were frustrated, the team was burnt out, and the building managers said they could not scale further without proportional headcount growth.
- 600 weekly tenant calls and emails handled by a 14-person ops team
- Maintenance requests captured by phone, written on sticky notes, re-keyed later
- Tenants emailing for copies of lease, condition reports, and bond receipts
- After-hours emergencies routed to a paging service that often lost detail
- Strata levy queries answered by manually pulling figures from accounting
- No way for tenants to see their own ledger or upcoming inspection dates
- Building managers running their own informal WhatsApp groups per building
- Vendor work-order coordination by phone with no shared status
The solution
What we built
We built a tenant-facing portal and an operations backend tailored to strata-plus-rental property management in Australia. Tenants log in to see their lease, ledger, upcoming inspections, payment history, and any open service requests. Maintenance requests go through a structured intake — category, photo, urgency, access permission — and route automatically to the right vendor with the right scope. The operations team sees a unified work queue rather than three inboxes. Building managers have a per-building dashboard with active issues, scheduled works, and recent communications. Strata levies, special levies, and AGM notices are issued through the portal with electronic acknowledgement. After-hours emergencies route through a structured triage that captures detail upfront and pages the on-call manager only when the situation warrants. Vendor coordination runs through a vendor portal where vendors see their work orders, upload before/after photos, and submit invoices.
Core workflow connections
How the system flows.
- Tenant LoginLedger ViewPaymentReceiptAudit Log
- Maintenance RequestCategory + Photo + UrgencyVendor Routing
- Vendor Work OrderScheduleSite VisitBefore/After PhotosInvoice
- Inspection ScheduleTenant NoticeInspection NotesReport Generated
- Strata Levy IssueAcknowledgementPaymentReconciliation
- After-hours TriageSeverity FilterOn-call Page (if warranted)
- AGM NoticeElectronic AcknowledgementMeeting AgendaMinutes
- Per-building Manager Dashboard with active issues and scheduled works
- Vendor Portal for work order acceptance, photos, and invoicing
- Structured ticket categorisation eliminating sticky-note triage
Process
How we built it.
Tenant Login → Ledger View → Payment → Receipt → Audit Log
Maintenance Request → Category + Photo + Urgency → Vendor Routing
Vendor Work Order → Schedule → Site Visit → Before/After Photos → Invoice
Inspection Schedule → Tenant Notice → Inspection Notes → Report Generated
Strata Levy Issue → Acknowledgement → Payment → Reconciliation
After-hours Triage → Severity Filter → On-call Page (if warranted)
AGM Notice → Electronic Acknowledgement → Meeting Agenda → Minutes
Per-building Manager Dashboard with active issues and scheduled works
Vendor Portal for work order acceptance, photos, and invoicing
Structured ticket categorisation eliminating sticky-note triage
Start a project
Property management drowning in calls and emails?
We build tenant portals and ops backends calibrated to Australian strata-plus-rental realities — not a recycled US property manager skin.
No retainer lock-in · Month-to-month · Full transparency
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