Follow an example entrance-light report to see who handles it and what happens next.
Report received. Initial review is under way.Next: Confirm the issue, responsibility and any immediate risk.
PropAI reviews the report and identifies the next responsibility.
Action manager
OPEN · RECEIVED
First, understand what happened.
Location, impact and urgency establish what needs attention.
Coordinating
PropAI
Next action
Confirm the issue, responsibility and any immediate risk.
See the details +
The resident gives the scheme, location and description, with photographs where useful and safe. PropAI connects the report to relevant history, correspondence and earlier decisions.
Missing information, access and any required instructions are clarified before arranging the next action.
Waiting for a reply. Still being managed.
Responsibility and any required instructions are confirmed.
Coordinating
PropAI
Next action
Confirm the contractor's visit and keep the resident informed.
See the details +
The appointed contractor's attendance is still outstanding. Approved instructions, contractor correspondence and access arrangements stay connected to the request.
If progress needs further information or a decision, PropAI raises it with the appropriate person. Escalation means the matter still needs attention.
The light works. The resident knows.
The contractor reports completion; the resident confirms that the light works.
Coordinating
PropAI
Outcome
Completion recorded and shared with the resident.
What if it isn't resolved? +
The request stays open. PropAI explains what is outstanding, identifies the next action or decision, and continues the promised updates.
A contractor reply, referral or escalation alone is not confirmation that the matter is resolved.
Initial response: within one business dayThen progress updates every three business days in this example.
Where do trustees fit? +
Trustees or directors decide matters requiring their authority. PropAI prepares the relevant information and coordinates work within the agreed mandate and approved instructions.
The appointed contractor performs the technical work. A further decision is referred to the appropriate person or body when needed.
View 1 of 3 · Report received
Open the update
More than “we're waiting”.
After the initial response, this example uses three-business-day progress updates. Select a line to see what each update covers.
Progress update
Shared entrance lighting
01Current position+
Your entrance-light report has been received. PropAI is clarifying the location and impact.
02What is outstanding+
Any missing location or access information needed to confirm the next responsibility.
03Next action+
PropAI reviews the details and confirms responsibility and any required instructions.
04Next update+
Initial response within one business day; subsequent progress updates every three business days in this example.
Contact & follow-through
Direct contact. Agreed updates.
Contact your property manager or info@propai.co.za, or call 021 301 0248. Owners and residents can raise requests directly.
01 / RESPONSE
Within one business day.
An initial response to establish the next step. Completing the work depends on the matter.
02 / UPDATES
Every business day or every three business days.
According to severity, while the request remains open. Each update explains the position and next action.
03 / AFTER HOURS
Same contacts. Emergency team.
Your usual contacts divert to the after-hours team for emergency coordination.
How emergency support works +
The team coordinates and intervenes where possible within available emergency authority, while trustees or directors are reached for any additional authorisation needed.
What the service keeps connected +
Management matters are received with enough context to understand what is required. The report, history, correspondence, responsibilities, decisions, updates and next actions stay connected, reducing dependence on scattered inboxes and individual memory.
The management agreement and the scheme's approved instructions define the service scope and authority.
Received: record what happened and what is required.
Context established: connect people, property, urgency, history and relevant decisions.
Responsibility confirmed: identify who acts or decides and what input is outstanding.
Action managed: coordinate the information, people and authorised work.
Status communicated: explain the position, next action and promised next update throughout.
Concluded or escalated: record the outcome when complete, or keep the unresolved matter open through the appropriate further action or decision.
Tell us what your scheme needs from its managing agent.
Tell us about your scheme, how its communication and service matters are currently handled, and what you would like to improve. We’ll review the details and contact you directly to discuss what your scheme requires.
