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Property managementPROTOTYPE

Urgent complaints rise to the top instead of waiting in the inbox.

A prototype for a property manager with several residential buildings. Every resident email is sorted by topic and urgency, repeats are linked, and a person starts the day with a short list and draft replies.

The pain

Resident complaints arrive as emails, all mixed together. Something urgent sinks under routine requests, nobody connects a repeat complaint to the earlier ones, and replies go out days late.

Where it comes from

It is a pattern we keep seeing in property offices: one shared inbox and one person reading it from top to bottom. We built the prototype around that inbox, without changing how residents write in.

What we built

Each email gets a topic, an urgency level and, when needed, a flag that says a person must handle it. Anything about housing rights or discrimination is always flagged for a person. Repeat complaints are linked. In the morning the manager sees a hot list and draft replies in the resident's language.

Morning hot list

DEMO

12 emails · 3 urgent · 1 needs a person

  • UrgentNo hot water on the fourth floor since last night
  • UrgentWater dripping from the laundry room ceiling
  • UrgentThe front door lock is broken again
  • Needs a personI think my application was handled unfairly
  • RoutineWhen is the next pest control visit?
  • RoutineCan I get a second parking tag?
  • RoutineThe parcel room code does not work
  • RoutineRequest to repaint the balcony railing
  • RoutineNoise from the gym late at night
  • RoutineQuestion about the pet policy
  • RoutineThank you for fixing the elevator
  • RoutineHow do I update my contact details?

DEMOInvented data for a demonstration. Not a client, not a result.

Before and after

Before
CUSTOMERCHANNELTEAMSYSTEMCUSTOMERA resident sends an emailCHANNELIt lands in a shared inboxLEAKUrgent waits its turnTEAMThe manager readseverything in orderLEAKA repeat complaint goesunnoticedTEAMThe reply goes out dayslater
  • Nobody owns it
  • Runs by itself
  • Assistant
  • A person decides
  • Where money leaks

What a pilot will measure

A pilot with a real property office would measure two things over a stated period:

  • Time to the first reply on urgent complaints.
  • The share of repeat complaints the system links on its own.

Where a person stays

A person reads and sends every reply. Sensitive topics never get an automatic answer; the system only puts them in front of the right person sooner.