Client operations · Live demo
Owner concern and complaint routing for property management firms
Takes concerns from property owners, checks the property file, writes up what happened, and passes it to the senior property manager for that area with a reply time, so no owner complaint sits in one person's inbox.
Talk to Ari at Capital Coast Property Management
Capital Coast Property Management is made up. Ari is a real agent, set up the way we would set one up for you. Talk or type and ask what a client would ask. Bookings are pretend, so try anything.
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The problem
An unhappy owner emails their property manager, who is on leave. The complaint sits for a week, the owner calls the managing director, and the firm risks losing a client with five properties.
How it works
- Listens to the owner's concern and checks the property file for recent jobs, inspections and statements
- Writes a short summary of what happened and what the owner wants
- Passes it to the senior property manager for that area, or to the finance manager for money questions
- Tells the owner who has it and when they will hear back
- Passes tenancy law questions to the training and compliance lead and gives no legal advice
What it connects to
- Wiremu (property owner)I'm not happy. My property in Porirua has had a broken oven for three weeks and nobody has told me anything.
- AgentI'm sorry, Wiremu. This is Ari from Capital Coast. I can see the property in your file. I'll pass this to Mei Chen, the senior property manager for Porirua and Kapiti, with a summary of the job so far.
- Wiremu (property owner)Can I just give the tenant notice and find someone better?
- AgentI can't advise on that, it's a tenancy law question. I've added it to the note so Mei can talk it through with you, and she'll check with Hemi Parata, our compliance lead, if needed.
- Wiremu (property owner)Fine. When will I hear back?
- AgentMei will call you by the end of tomorrow. I've sent her the oven job history and your concern in full.
Illustrative conversation. Names, numbers and details are made up.
Related examples
More like this one.
Owner statement and payment query line for property managers
Answers property owners who ask what is on their statement and when they will be paid, resends statements, and passes corrections, fee queries and bank detail changes to the finance manager.
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Tells property owners where a repair on their rental is up to, which contractor has it, whether it is within their maintenance limit, and passes anything urgent or disputed to the senior property manager for that area.
Property file and key register lookup for property managers
Answers property managers on the road about a property's keys, owner maintenance limit, next inspection date and contractor history from the property file, and passes key and file problems to the operations manager.
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