Automate Your Maintenance Workflow From Tenant Report to Resolution
Giving independent letting agencies their time back by eliminating the repetitive admin work that maintenance creates — while giving tenants a simple, accessible and user-friendly way to get help when they experience issues at their property.
- Phone calls
- WhatsApp messages
- Different languages
- No tenant portal
Overview
Live maintenance operations across your portfolio. Updates arrive automatically as cases are logged and handled.
Active cases
12
Open and not yet completed
Needs attention
5
Waiting on an agency decision
Critical urgency
2
Flagged during the conversation
In progress
7
Contractor assigned or attending
Latest maintenance cases
live — created from tenant calls and WhatsApp messages- MC-2483In progresshighPhoneEnglish
Boiler fault — no heating, no hot water (F22)
Reported by phone · English · AI summary ready
- MC-2479Needs attentioncriticalPhoneEnglish
Suspected gas smell in the kitchen
Reported by phone · English · flagged critical
- MC-2476Needs attentioncriticalPhoneFrench
Gas smell reported — call handled in French
Reported by phone · French · English summary generated
Open a case to hear the original tenant call, read the full transcript and see the AI summary Ovelo produced.
Ovelo answers tenant calls and WhatsApp messages in their preferred language, gathers the details your team needs, and turns each issue into a structured case. Ovelo coordinates the workflow from initial report through to contractor assignment and completion — keeping everyone updated automatically.
Tenants message. Ovelo handles it the same way.
Phone and WhatsApp are equal channels. Tenants who would rather use text to report their maintenance issues can do in whichever language they prefer, and Ovelo asks the same questions and produces the same structured maintenance case. There is no tenant portal to log into.
Ovelo Maintenance
tenant is typing…
Conversation in progress
The maintenance case summary will appear here once the WhatsApp conversation is complete.
An example WhatsApp conversation and the maintenance case it produced in the dashboard.
Tap. Report. Get help.
The Ovelo Device makes reporting a property issue more accessible & user friendly for tenants and it's as easy as tapping your phone. Mounted inside each property, it gives anyone in the home instant access to Ovelo when an issue arises — without searching for a portal, finding a phone number or waiting for someone to answer.
1. Tap your phone
NFC instantly connects the tenant to Ovelo for their property.
2. Choose how to report
The tenant can report the issue through WhatsApp or speak directly with Ovelo by phone, in their preferred language.
3. Ovelo understands the issue
Ovelo asks the right questions, gathers the relevant details and identifies what needs to happen next.
4. Ovelo resolves or escalates
If the issue can be safely fixed without a contractor, Ovelo walks the tenant through exactly what to do, step by step. If it requires further action, Ovelo creates the maintenance case and escalates it to the agency.
5. Anyone can report
Tenants, guests, partners or anyone in the property can get help without needing to find a portal, phone number or login.
Better for everyone, built around a feedback loop.
Easier reporting for tenants means better information for agencies, faster resolutions for landlords and happier homes for everyone.
The Ovelo Device is in development and is not yet available.
The Problem
This section is written from conversations with independent letting agencies, not from assumptions. It is rarely one big problem — it is a hundred small ones: a call during a viewing, a fault with no address attached, a tenant explaining the same issue for the third time, an inbox that never quite clears.
In their words
“Taking calls from tenants.”
“People ringing up for issues they could solve themselves.”
“People shouting and being rude on the phone about repairs not being done.”
“Lots of admin and emails when handling property maintenance.”
“Making sure repairs are up to date, tenant queries, emails outstanding.”
“Chasing contractors makes me procrastinate the most.”
The phone never stops
Tenants ring about heating, hot water and small faults in the middle of viewings, referencing and month-end. Every call pulls someone away from work only they can do.
The same conversation, again
Is the heating working? Is there an error code? Have you tried resetting it? The same questions, dozens of times a week, asked by whoever happens to pick up.
Issues tenants could resolve themselves
A tripped switch, a reset, a thermostat setting. Calls that never needed to reach a person still take a person to answer.
Difficult calls to absorb
When a repair has dragged on, the frustration lands on whoever answers. Those calls are draining and they take the longest.
Missing information
Half the details needed to instruct a contractor are missing, so someone has to call the tenant back before anything can happen.
Inconsistent reports
Two people take the same type of call and record it two different ways. Nobody can rely on what's written down.
Admin and email that never clears
Writing up calls, retyping details, chasing missing information. The report is in a call, the photo is on WhatsApp, the follow-up is in an inbox.
Repairs kept up to date after hours
Keeping repairs, tenant queries and outstanding emails on top of each other is what pushes the working day past its end.
Slow triage
Genuinely urgent issues sit in a queue behind routine ones because nothing separates them at the point of reporting.
From tenant call to completed repair.
The full lifecycle as it runs today — Ovelo handles the conversation and the admin, your team makes the decisions.
- 01
Tenant calls the maintenance line
The tenant rings exactly as they always have — no portal, no app, no login and no change in behaviour.
- 02
Or sends a WhatsApp message
Tenants who would rather type message on WhatsApp instead. Ovelo replies in the thread and handles it identically to a call.
- 03
Ovelo picks it up immediately
Calls and messages are answered straight away, any time of day — no hold music, no voicemail and nothing sitting unread.
- 04
Required information is gathered
Ovelo asks the same questions a person would: what the fault is, which property it affects, the tenant's details and what they have already tried.
- 05
The tenant uses their preferred language
The conversation continues in whichever language the tenant is most comfortable with, while the case is still written in English for the agency.
- 06
Safe troubleshooting where appropriate
For simple issues, Ovelo walks the tenant through safe checks like error codes or resets. Anything with a safety risk is escalated rather than diagnosed.
- 07
A maintenance case is created
The fault, tenant details, urgency and troubleshooting become a structured case with the call recording and full transcript attached.
- 08
Summary and urgency are written up
A clear English summary, an issue category and an urgency rating from low to critical are produced, so the queue sorts itself.
- 09
The property is matched automatically
The spoken or typed address is matched against your property records, with the tenant and landlord attached. Anything uncertain is held for your team to confirm instead of guessed.
- 10
Your team reviews and opens the case
Nothing goes out until someone opens the case. At that point the tenant and landlord each get a confirmation text automatically.
- 11
Landlord decision and contractor assignment
Record whether the landlord is handling it or a contractor should attend, then assign a contractor already linked to that property — they are texted the job.
- 12
Appointment confirmed to everyone
When the contractor accepts and confirms a time, the tenant and landlord are texted the appointment. If they decline, you are told to reassign.
- 13
The agency is kept informed by text
New cases, contractor acceptances, declines, landlord decisions and completions all trigger a text to the agency's notification number.
- 14
Case marked complete
Status moves from needs attention to in progress to completed, with every action and timestamp kept on the case record.
Ovelo is currently in Early Access.
We're working closely with a small group of independent letting agencies to validate the product in real operational environments before a wider launch.
Every feature in today's product has either been built to solve a real maintenance problem or introduced directly from customer feedback.
Rather than building from assumptions or publishing a fixed roadmap, we work alongside our early agency partners to understand what genuinely saves time and reduces operational friction.
The product will continue evolving as we learn from the agencies using it every day.
Our goal isn't to add another piece of software to your business. It's to remove operational friction from maintenance.
Test Ovelo and see the difference.
Don't take our word for it. Report a made-up leak and see the conversation Ovelo has with a tenant.
Early Access demo · use a made-up maintenance issue
Join the Ovelo Early Access Programme
Early Access agencies use Ovelo on real maintenance calls, speak to us directly, and directly influence what gets built next.