What happens to a repair request at 7pm on a Friday?
In most agencies, nothing until Monday.
Repairs are the highest-volume thing in a lettings office and the one function nobody claims as their competitive advantage. Intake, triage, dispatch, chasing, confirming, updating — it takes more of the property management week than tenancy admin and referencing combined, and none of it earns a fee.
The Maintenance Desk
One function, run properly, end to end.
Intake
Every repair request arrives by one route and is logged the same way, whether it comes in by phone, portal or email.
Triage
Emergency, urgent or routine — against your definitions and your thresholds, written down before we start.
Dispatch
Contractors instructed from your approved list, on your terms, with access arranged and the tenant told when.
Chasing
The part that actually decides how long a job takes. Every day, until the work is done rather than promised.
Confirmation
A job closes when the tenant confirms it is finished — not when the contractor says it is.
Updates
Tenant and landlord told where things stand before either of them has to ring in and ask.
No client money. None.
Nothing in this scope touches client funds, rent accounts or anything that triggers client money protection obligations. That is a deliberate choice about where to start, not an oversight.
We coordinate. You decide.
Habitability, safety, vulnerable occupants and legal risk escalate to you, every time. That rule is written into the runbook rather than left to somebody's judgement at 2am.
THE PILOT
Invarium Maintenance Desk — ninety days, one function, fixed price.
Intake, triage and prioritisation, contractor dispatch and scheduling, progress chasing, completion confirmation, and status updates to tenant and landlord.
Your business hours, plus out-of-hours emergency triage, seven days.
Inside your existing platform. No parallel system, no data migration, nothing new for your staff to learn.
Emergency triage within 30 minutes; every ticket acknowledged within 30 minutes; contractor instructed within 1 hours. Weekly report generated from system data, not compiled by hand.
Ninety days, then rolling monthly.
A call every week for the first six weeks, then fortnightly.
30 days
From day one, throughout. Not a clause in the schedule.
This is the most important line in the document, so it is not buried in one. You should not have to be brave to try a supplier you have never used, in a country you have no frame of reference for. If we are not earning our place by month two you should be able to leave without a negotiation — a client who wants to go is one we have already lost, and we would rather find that out honestly than hold you to a term.
HOW IT STARTS
Three weeks to a desk that runs, then twelve to prove it.
Access provisioned on named accounts. We watch your repairs process as it actually runs and write it into a runbook, train the team on your workflow and tone, and sign off the escalation matrix. We agree the baseline together before go-live — queue age, time to acknowledge, time to instruct, time to close, escalation rate. Without one, neither of us can say at ninety days whether this worked.
Live operation. Independent QA sampling from day one against a rubric agreed with you, weekly reporting from system data, fortnightly process refinement. You keep your own numbers throughout.
YOUR DATA STAYS IN YOUR SYSTEMS
The answer to the question you were going to ask second.
Named accounts
Provisioned by you, one per person. Never a shared login — whatever is offered, we decline it.
Nothing at rest
Hardened virtual desktop, local drives and clipboard disabled. A window onto your systems, not a copy.
Logged
Central logging of every access, available to you on request. Managed encrypted devices only.
Continuity
Grid, solar and generator; UPS on every machine; multi-path connectivity. Tested, not asserted.
NOT IN THIS PILOT
Compliance renewal tracking, tenancy administration, arrears follow-up and landlord reporting are things we do. None are in this pilot, and we would rather not discuss them until this one is proven on your numbers.
WHAT WE CLAIM, AND WHAT WE DON'T
ISO 27001 and SOC 2 aligned — certification in progress, not held today, and we will not imply otherwise. We sign your UK GDPR data processing agreement as processor, your confidentiality terms and your right-to-audit clause, with the international transfer mechanism executed before anything is signed.
NEXT STEP
Twenty minutes. I ask how a repair moves through your agency today; I tell you what we see in agencies your size. No pitch, no follow-up unless you ask.
