Digital property management still demands heavy manual effort

Digital property management still demands heavy manual effort

Despite significant digital transformation in property management, many landlords and letting agents find that technology has not reduced the workload of managing rental properties. Routine tasks still require extensive manual oversight and chasing.

Property management has seen a major shift from paper-based systems to digital platforms, with records stored in the cloud, repairs logged online, and compliance tracked automatically. Landlords and tenants benefit from easier access to information without phone calls. However, the core challenge remains: property managers continue to spend considerable time chasing contractors, landlords, and tenants to progress maintenance and other tasks.

Stephen Marr, co-founder of property technology firm Nestsen, highlights that while technology has improved record-keeping, it has not sufficiently automated the workflow. Property managers still need to remember to follow up on unanswered emails, chase approvals, and coordinate appointments. This manual coordination creates operational complexity, especially when managing multiple properties and maintenance cases simultaneously.

Technology’s current focus on recording over reducing work

The first phase of digitisation in property management addressed where to record information, shifting from paper files to digital records. This has been valuable for compliance and transparency, as multiple stakeholders can access up-to-date data on properties and maintenance issues.

However, recording work is not the same as reducing work. For example, when a tenant reports a repair, the property manager logs the issue and contacts a contractor. If the contractor delays, the manager must chase them. When a quote is sent to the landlord, the manager must follow up for approval. Each step requires manual attention to keep the process moving.

This means that despite digital records, property managers remain the “workflow engine” — the person responsible for driving progress and managing everyone else’s next move. The routine coordination surrounding tasks consumes significant time and mental effort.

Next phase: automating workflow to support property managers

The next opportunity for property technology is to move from simply recording interactions to orchestrating them. Systems should not only store information but also recognise when action is needed and help advance the process automatically.

Routine actions such as following up on unreturned messages, requesting approvals, sending updates, escalating missed deadlines, and maintaining timelines are predictable and could be automated. This would free property managers to focus on complex situations requiring human judgement, such as dealing with vulnerable tenants, disputed repairs, or regulatory challenges.

Technology should aim to reduce the number of things property managers need to remember and chase. It should make the current status of tasks immediately visible and identify when progress has stalled. This would allow property managers to spend more time on relationship management, negotiation, and decision-making — the areas where their expertise adds the most value.

Implications for landlords and letting agents

For landlords and agents, the current state of digital property management means that investing in technology alone may not reduce operational workload as expected. Many platforms excel at data storage and compliance tracking but fall short on workflow automation.

Landlords should assess whether their property management software actively reduces manual chasing and follow-up or simply digitises these tasks. Choosing tools that help automate routine coordination can improve efficiency and tenant satisfaction.

Letting agents might need to supplement digital platforms with clear internal processes to ensure timely follow-up and communication. Training property managers to prioritise tasks and use technology features effectively remains essential.

Uncertainties and future developments

It remains unclear how quickly property technology providers will develop and deploy advanced workflow automation features. Integrating artificial intelligence and machine learning could enhance systems’ ability to recognise stalled tasks and trigger automatic reminders or escalations.

Regulatory changes and increasing compliance demands may also influence technology adoption, as landlords and agents seek tools that help manage complex obligations efficiently.

Landlords and letting agents should monitor developments closely and remain cautious about over-relying on digital platforms without verifying their practical impact on workload reduction.

What landlords should consider now

• Review current property management software to understand its capabilities beyond record-keeping, focusing on workflow automation features.
• Ensure clear communication protocols are in place to manage maintenance and compliance tasks, supplementing technology where needed.
• Keep detailed records of maintenance cases, approvals, and communications to support compliance and dispute resolution.
• Stay updated on regulatory changes that may require enhanced property management processes or documentation.
• Evaluate new technology solutions critically, prioritising those that demonstrably reduce manual chasing and improve operational visibility.

Supporting landlords with digital compliance and management

Membership of The Landlord Association (TLA) offers landlords and letting agents access to practical compliance resources and guidance on managing rental properties effectively. TLA’s new property management and compliance platform, ORBIT, currently in BETA testing, is designed to help organise property records, manage rental documents, and keep track of key compliance dates and actions.

ORBIT aims to support landlords in recording repairs, inspections, and communications systematically, reducing the risk of missed deadlines or lost information. While still developing, it includes tools to help landlords maintain evidence of compliance and monitor property management activities in one place.

Exploring TLA membership and ORBIT BETA access can provide landlords with additional support to navigate the complexities of property management and compliance in a digital environment.

Looking ahead, technology that better automates routine property management tasks could significantly ease the operational burden on landlords and agents, allowing them to focus more on tenant relationships and strategic decisions.

Sources: Landlord Today