° Property company, Germany

The starting point

The company builds, manages owners' associations and rental properties, and brokers real estate. Requests came by phone, e-mail, WhatsApp and the contact form, and customers complained about response times. The work was spread across spreadsheets and several separate programs, and written resolutions of the owners went round on paper.

What we changed

Damage reports and helpdesk

A damage report from the website or the portal, with a photo, becomes a ticket on the right property, unit and mandate. Every ticket carries a promised response time, shorter for emergencies, and the helpdesk shows when a promise is at risk. One click creates the job for the property's caretaker, and for insurance cases a purchase order goes to the tradesman; the bill is booked to the property and its cost type.

Caretaker app

The caretaker sees the jobs of the day and the week on the phone, books time, adds photos and notes and closes the job with the tenant's signature. The work report lands on the ticket, and the ticket closes once all its jobs are done. Work covered by the caretaker contract creates no invoice; extra work is billed to the owners' association or the owner.

Portal for tenants, owners and the advisory board

Tenants see their contract, payments and statements as PDFs, report meter readings, follow their requests and read the notice board. Owners vote on written resolutions in the portal, and the advisory board sees the resolutions of its community. Everyone sees only their own data.

Owners' associations

Owners' meetings run with agenda items, votes weighted by ownership share or by head, and signed minutes. Each resolution goes into the resolution register with its number and challenge deadline, and its implementation is tracked until it is done.

Money and statements

Every property has its own bank account and cost centre within one set of books. Rent and owners' contributions (Hausgeld) are collected each month by SEPA direct debit, one run per property, and arrears show up in the dunning overview. The cost type decides whether an amount is passed on to tenants; statements are calculated with allocation keys and advance payments, split to the day when tenants change, and costs of one building in an owners' association are borne only by that building's owners. Calculate, check, post, and the PDF is in the portal.

Processes, building and brokering

A tenant change runs as a process, from confirming the notice through the handovers and the deposit to the newly signed lease, and everyone sees where it stands. Building projects are planned in the HOAI work stages and linked to the property, and a vacant flat from property management is listed on the website, and enquiries about it become leads in sales.