Thornfield Property Group

The challenge

Thornfield's tenants were emailing maintenance requests into a shared inbox that regularly lost track of urgent issues, generating complaints and occasional regulatory risk on time-sensitive repairs.

Our approach

1. 01

   Built a tenant app for logging maintenance requests with photos, automatically triaged by urgency category

2. 02

   Routed urgent categories (heating, water, electrical) directly to an on-call contractor list, bypassing the general queue

3. 03

   Added a status timeline so tenants could see request progress without needing to chase by phone