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Agents for the fault reports waiting in your inbox first thing every morning.
Take a portfolio with 400 tenants and a single maintenance inbox. Each morning, a heating fault on the third floor sits alongside a service charge query and the lift contractor's maintenance invoice. Someone reads every item, looks up the unit, the contract and the contractor, then keys it all into the CAFM or ERP system. In property and facilities management, the work falls between the building, the tenant, the contractor and the accounts team, and it repeats with every property. We are convinced an agent can take it on. All it needs to know is the portfolio, the contracts and the maintenance schedules you already keep up to date.
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Where your time goes today
Fault reports arrive by email, through the portal, by phone and as WhatsApp screenshots. Each time, someone has to find the flat first and then the right tradesperson.
When the service charge statements go out, the phones don't stop ringing. Every answer is in the statement, but nobody can find it quickly enough.
We check maintenance invoices against contracts kept in three separate folders. Double billing only comes to light at the year-end close.
Six processes an agent can take on here
Each one sets out what comes in, what the agent checks, what goes out and when a person has the final say. Your own process will have its quirks, and that is the one we want to hear about.
Log a fault report and instruct the contractor
IntakeA report by email, through the tenant portal or as a note of a phone call, with the address, a description of the damage and sometimes a photo.
DecisionThe agent identifies the property and the unit and checks the warranty and the maintenance contract. It grades the urgency against your rules and finds the contractor on your framework agreement for that trade.
ResultA ticket in the CAFM system with the property record, a priority and a draft works order ready for the contractor, plus an acknowledgement to the tenant.
Answer a tenant's service charge query
IntakeA question about the statement, often about one specific item the tenant doesn't understand or disputes.
DecisionThe agent pulls up the statement, the apportionment method, the lease and the supporting invoices, then checks whether the item was apportioned correctly.
ResultA draft reply that explains the charge, shows the calculation and refers to the supporting invoice. Or, if something really is wrong, a note to your service charge team.
Check a maintenance or contractor invoice against the contract
IntakeAn invoice from the lift contractor, the cleaners or the winter maintenance contractor, arriving in the invoices inbox as a PDF or e-invoice.
DecisionThe agent matches the invoice to the property, the contract and the record of work done. It checks rates and service intervals, and whether the same work has already been billed for the period.
ResultAn invoice in the ERP, pre-coded and marked as checked. Or a query to the contractor setting out the items that don't match.
Keep track of maintenance visits and statutory inspections
IntakeInspection due dates from maintenance contracts, your statutory duties as the operator of the building and the latest inspection reports, plus the contractors' confirmed appointments.
DecisionThe agent works out which inspection is due when and whether a visit has been booked. After the visit, it checks that the report has actually come in.
ResultA schedule of due dates for each property, draft booking requests to the contractors and a flag wherever a report is missing.
Organise viewing requests
IntakeEnquiries from property portals and your own website, with documents, questions about the property and a preferred viewing date.
DecisionThe agent checks whether the documents are complete, answers questions about the property from the listing and finds free slots in the diary.
ResultDraft viewing invitations, answers to the property questions and a request for anything that is missing.
Process the check-out report and defects when a tenant moves out
IntakeA check-out report with photos, meter readings and a list of defects, submitted as a form or a scan.
DecisionThe agent extracts the meter readings and defects and links them to the unit. It compares them with the check-in report and the deposit rules and works out which trades are needed.
ResultMeter readings passed to the utility suppliers and draft repair orders, plus a deposit statement with supporting evidence and a properly filed report.
Your process is not on the list?
Then it is probably the more interesting one. Use our Process Check to describe what piles up every week in three sentences, and we will tell you honestly whether an agent could take it on.
Log a fault report and instruct the contractor
We usually start with fault reports. You receive a lot of them every day, tenants notice the improvement straight away, and the rules are already set out in your framework agreements and urgency levels. The agent simply has to apply them.
Our target80%of fault reports should be in the CAFM system with property, priority and contractor before anyone reads them. The rest reach a person with a proposal ready to go.
Agentreads
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What the agent needs
The agent needs your property and unit data, the leases, and the maintenance and framework contracts with your contractors. It also needs the ticket and order history from the CAFM system and access to the maintenance and invoice inboxes. We bring these sources together in Microsoft Fabric and OneLake, so the agent works from one checked set of data rather than three systems and two folder structures that have drifted apart over the years. For the accounts of smaller managing agents and service providers, we can use Business Central as the foundation where needed.
Typical systems in your industry
SAP RE-FXAareon WodisiX-HausPlanonMicrosoft Dynamics 365Microsoft 365
Questions property managers ask us
Our CAFM system has hardly any interfaces. Can this still work?
Usually, yes. Almost every CAFM and ERP system in the sector has an import function, a database or at least an email inbox, and we feed the agent's output in through one of those. In the Assess phase, we work out which route works reliably for you.
Are we even allowed to put tenant data into an AI?
The data stays in your Azure tenant and is stored and processed in the EU. The model does not learn from it. Microsoft Purview controls which documents the agent can see, and every decision is logged with its source. We agree with your data protection officer what needs to go into your tenants' privacy notice.
We have lots of small properties and not much IT. Is it worth it?
That's exactly when it is. The work is the same as in a large portfolio, just shared among fewer people who are doing everything at once. We start with one process, usually fault reports, and build only as much foundation as that process needs.
Who runs the agent once the project is finished?
That's up to you. Either your own team takes it over, in which case you get the source code, the documentation and the operations manual. Or we run it for you as Managed Agent Ops. There is no lock-in, and that includes lock-in to us.
What challenge is your business facing?
Your challenge is what interests us most. Send us a few lines about it. We will look at it free of charge, based on the systems you use today, and tell you honestly whether an agent is worth it.
