Residential Property Management
Estate management companies, apartment buildings and housing communities — where every resident call becomes a resolved case, without growing the front-desk roster.
The Challenge
24/7 hotline pressure
Leaks, lift outages and noise complaints don't wait for office hours — but keeping night staff on the phones is unsustainable.
Complaint escalation risk
A missed call at 2am is tomorrow's formal complaint. Slow dispatch quickly turns residents into critics.
Multilingual residents
Cantonese, Mandarin and English callers all in the same tower — and no single front-desk agent covers all three consistently.
Our Solution
01 / 03
24/7 Cantonese, Mandarin & English answering
Routiq AI picks up every call within one ring, understands all three languages natively, and identifies the resident and unit automatically.
- Answers in resident's chosen language
- Auto-identifies unit from caller number
- Zero missed calls after hours
- urgent02:14
Flat 15B — water leakage on ceiling
Tower 2 · Cantonese
- in progress01:52
Flat 8A — aircon not cooling
Tower 1 · English
- new01:38
Flat 22C — lift out of service
Tower 3 · Mandarin
- resolved00:47
Flat 6D — noise complaint upstairs
Tower 1 · Cantonese
02 / 03
Auto work-order and technician dispatch
Every call becomes a structured work order and lands on the right on-call technician's phone — with unit, issue type and urgency already tagged.
- Structured work order in seconds
- Routed by trade and shift roster
- SLA clock starts automatically
| # | Job | Location | Status |
|---|---|---|---|
| #2400 | Ceiling water leakage | Flat 15B, Tower 2 | urgent |
| #2401 | Split AC repair | Flat 8A, Tower 1 | in progress |
| #2402 | Lift #3 inspection | Tower 3 lobby | new |
| #2403 | Noise disturbance follow-up | Flat 6D, Tower 1 | resolved |
| #2404 | Corridor light replacement | Tower 2, floor 12 | new |
03 / 03
Resident follow-up until case is closed
Residents receive SMS or WhatsApp confirmation when a job is created, when the technician is on the way, and when the case is closed — no follow-up calls needed.
- Automated status updates
- Full case history per unit
- Ready-to-review management report
Call received — Flat 15B
Ceiling leak reported
02:14
Work order created
Priority: Urgent · Trade: Plumbing
02:15
Technician dispatched
On-call plumber notified
02:16
On-site inspection
Isolation valve closed
02:48
Case closed & resident notified
Follow-up scheduled for 09:00
03:22
Compliance & Standards
PMSA licensing
Aligned with Property Management Services Authority tier 1 & 2 licence requirements.
PDPO
Personal Data (Privacy) Ordinance compliant call recording, storage and access control.
ISO 27001 aligned infrastructure
Data hosted with enterprise-grade information security controls.
The Result
100%
Calls answered
3+ years
Records retained
0 sec
Hold time
Frequently Asked Questions
Ready to answer every resident call, 24/7?
Try Routiq AI now, or book a demo tailored to your estate — number porting, resident directory and on-call roster included.
Other industries we serve
Commercial Building Management
Office towers, business parks and corporate buildings — every tenant service request captured, dispatched and SLA-tracked.
Shopping Mall Operations
Mall operators handling tenant requests, public-area issues and emergency cases across high-traffic environments.
Mixed-use Developments
Developments that combine residential, office, retail and hotel zones — where each call needs to reach the correct operating team, not the wrong one.
Industrial Building Management
Industrial buildings, logistics centres and workshops — where downtime on utilities and access impacts every tenant's operations.
Hotel Building Operations
Hotel engineering, facilities and guest-services back-of-house — where a delayed response becomes a bad review by morning.
Serviced Apartments & Co-living
Serviced-residence and co-living operators — lean teams supporting international residents around the clock.