Apex Property

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.

How the system flows

1. Tenant Login→Ledger View→Payment→Receipt→Audit Log
2. Maintenance Request→Category + Photo + Urgency→Vendor Routing
3. Vendor Work Order→Schedule→Site Visit→Before/After Photos→Invoice
4. Inspection Schedule→Tenant Notice→Inspection Notes→Report Generated
5. Strata Levy Issue→Acknowledgement→Payment→Reconciliation
6. After-hours Triage→Severity Filter→On-call Page (if warranted)
7. 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