PropAI

03 · Communication & service

Know who's
handling it.
And what
happens next.

Clear communication for your scheme. PropAI connects requests, queries and decisions with their correspondence, records and next actions.

  • Initial responseWithin one business day
  • Updates by severityEvery business day or every three business days
  • After-hours emergenciesSame contacts. Emergency team.

Owners and residents: contact your property manager, info@propai.co.za or call 021 301 0248.

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Illustrative PropAI manager and scheme trustee reviewing a tablet together in a landscaped residential courtyard

The right people.
A clearer next step.

Communication in action

A request, step by step.

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.

Illustrative miniature townhouses with an unlit shared-entrance lamp, a resident holding a phone and a PropAI manager reviewing the report on a tabletPropAI 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.

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.

  1. Received: record what happened and what is required.
  2. Context established: connect people, property, urgency, history and relevant decisions.
  3. Responsibility confirmed: identify who acts or decides and what input is outstanding.
  4. Action managed: coordinate the information, people and authorised work.
  5. Status communicated: explain the position, next action and promised next update throughout.
  6. Concluded or escalated: record the outcome when complete, or keep the unresolved matter open through the appropriate further action or decision.

Related guidance

Practical guidance connected to the work.

Is Your Managing Agent Reducing the Load? 7 Warning Signs to WatchYou've Appointed a Managing Agent. What Are Trustees Still Responsible For?

Start with the scheme

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.

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Requesting a proposal does not commit your scheme to making a change.