Managing owner and resident service requests is an integral part of a community scheme manager’s job. However, it can also be overwhelming – even within smaller-sized communities, there may be dozens of requests which need to be actioned at times.

Delayed and ineffective response to these requests is widely accepted to be a major challenge for community schemes managers, resulting in lower resident satisfaction and cohesion, says Omar Kinnear, developer of ResidentPortal.

ResidentPortal is an online platform designed for sectional title developments, HOAs and other community schemes that provides a centralised hub for managing information tracking requests and communicating with residents.

Kinnear lists seven tips for effective request management that will lead to better request management in schemes:

1. Have a clear and effective request logging process
2. Keep a record of all requests
3. Acknowledge requests promptly
4. Investigate requests thoroughly
5. Be transparent and communicate regularly
6. Follow up after requests are resolved to see if residents are satisfied, and
7. Manage performance by monitoring how long request are unresolved.

Technology helps to manage residents’ requests

However, Kinnear acknowledges that these tips are not easy to accomplish.  “It’s not a stretch to say that without the help of technology, service can be severely compromised and will inevitably lead to dissatisfaction and complaints,” Kinnear says.  “Inevitably, poor request management also impacts on property values in an estate or sectional title complex.”

To facilitate more effective community scheme management among its users, ResidentPortal recently added an AI-powered request management system that adds a dynamic edge to its already comprehensive platform.  Features of its AI Assistant include:

• A reference number that is attached to each request
• A complete trail of each request
• The requestor is kept in the loop on all updates
• Managers are sent reminders on open requests
• Requests can be assigned to different portfolios
• Multiple approvals can be set up for payment approvals, etc
•  Managers can run monthly reports to obtain a detailed view on current requests                               (Read more to find out how this great innovation can streamline your request management)

Kinnear concludes:  “The modern resident has high expectations for service from scheme managers.  Management teams are consequently under continuous pressure to ensure that resident requests are timeously and effectively handled.  A consistent approach, coupled with a system to help manage requests, is the best way to maintain community satisfaction and reduce the stress that accompanies the scheme manager’s job.”

ABOUT ResidentPortal

ResidentPortal is developed and managed by Sandton-based software consulting and development company, Business Xponent Solutions (BXS).  The estate communication platform is one of the products emerging from more than two decades of experience in the software industry of its founder, Omar Kinnear.  One of the original developers of the SARS eFiling platform, Kinnear brings to ResidentPortal a wealth of knowledge of system performance and security.

Since 2016, around 100 complexes are using the Free Plan of ResidentPortal, and over 1000 residents, mostly in and around Gauteng, are benefiting from the way the full-featured Standard and Pro packages are simplifying their lives in their estates and complexes.

For more information, contact:  Omar Kinnear, 078 798 3378

info@residentportal.co.za

www.residentportal.co.za

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