Step 1
Capture properly
We record what's been reported, by whom, and how urgent it looks at intake, before any decisions are made.
How we work
Tenant matters
A controlled way of handling tenant communication, escalation and repeat issues.
- Tenants know where to raise issues.
- Landlords are updated when a decision is needed, not before.
- Repeat issues are tracked against the tenancy file.
Process
What this should look like when it's running properly
How the work runs once the service is live.
Step 2
Route correctly
The issue moves into maintenance, rent, compliance or a tenancy decision path, not treated as one generic problem.
Step 3
Escalate when needed
If it needs your input, a firmer warning or a higher response, we escalate with context and a proposed next step.
Our standard
- Issues are logged before decisions are made.
- Escalations arrive with context, not raw noise.
- Communication feels controlled even when something's urgent.
- Repeat issues are documented well enough to support the next decision.
What to look for
You should be able to see where responsibility sits, how updates are written, and when issues get escalated, before the tenancy starts, not after.
FAQs
Questions on how this works
What’s next
Want this matched to your actual property?
Compare services if you're still working out the right fit, or arrange a call if the property has its own specifics.