I can't tell you the status without ringing three people.
The original report's in WhatsApp, the photos in email, the contractor instruction in a spreadsheet, and the resolution in someone's head.
Homeowner
“Hi Tracie — the boiler isn't working.”
No portal logins, no phone trees. Tracie picks up the WhatsApp message, asks the right follow-ups, and tells the homeowner exactly what's happening — every step of the way.
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Understands the issue instantly
Pulls the property, prior history and likely cause from the very first message.
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Resolves the simple ones on the spot
Shares manuals, troubleshooting steps and how-to videos — closing the easy 30% before they ever reach the team.
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Keeps them quietly informed
Confirms receipt, shares ETAs, and notifies on every update. No more “any news?” messages.
Customer care team
A workspace that thinks one step ahead.
Cases arrive structured, prioritised, and pre-briefed. The next action is always obvious — assign, schedule, escalate or close.
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Structured cases, automatically
Photos, history, location, vulnerable occupants, plot warranty status — all attached before you open the ticket.
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SLA radar, not SLA report
Tracie watches every clock and flags risk early — not after the breach. Filter the in tray by “at risk” with one click.
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Pattern detection
Surfaces recurring defects across plots and developments so QA can fix the root cause, not the next ticket.
Contractor
Walk in fully briefed. Sign off cleanly.
Contractors open the job and see exactly what they need — no chasing the office, no second visits because the part wasn't ordered.
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1
Smart scheduling
Tracie suggests time slots and coordinates access directly with the homeowner over WhatsApp.
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Complete job brief
Address, contacts, photos, history, likely cause and recommended remediation — all on one screen.
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Pre-completion checklist
Required photos and evidence before sign-off. No more chasing contractors for proof of work after the fact.