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New system eliminates maintenance woes

02 December 2014 Elyse Perrau

A leader in PM innovation has launched an industry-first system that allows maintenance issues to be lodged and tracked by tenants 24/7.

Toop & Toop Real Estate has unveiled the first stage of its new maintenance system, MyMaintenance, which provides tenants, agents and landlords with real-time job updates from suppliers in the field.

Maintenance issues are lodged by tenants 24/7, reducing the communication frustration experienced in the PM industry. Stakeholders can track the job status any time, anywhere.

According to Toop & Toop, tenants are also educated on maintenance issues and prompted to resolve them prior to submitting a request, which “significantly reduces unnecessary trade call-outs – and the charges associated  to landlords”.

Toop & Toop head of property management Suzannah Toop said the technological world we live in has seen communication traffic increase 900 per cent, with the prevalent use of smart phones and tablets.

“We analysed email traffic in November last year and Toop & Toop received a staggering 3,300 emails per day, of which 950 were attributable to maintenance traffic,” Ms Toop said.

“Maintenance communication made up 80 per cent of all correspondence  you can imagine the frustration for all parties dealing with this level of traffic, and this is industry-wide. The industry is in communication meltdown. However, MyMaintenance completely changes things.”

Ms Toop said it is common to exchange 10-plus emails between the agent and tenant before the exact maintenance issue is known, which is incredibly frustrating for tenants.

“Landlords and tenants are busy, and we want to make their lives easier so we can focus on other value-add activities," she explained.

“Looking ahead to stage two, we expect MyMaintenance to be opened up to the public and include supplier profiling, for the consumer to pick and choose who they would like to use. Further to this, we expect stage three to include a bidding system for trades.”

According to Toop&Toop, stage 2 is anticipated in the next 12 months and stage 3 in the next 18 months. 

New system eliminates maintenance woes
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