Owner communications
The number-one reason landlords change agencies isn't price. It's silence. PMFriend keeps owners genuinely in the loop without adding to your workload.
The before-and-after
Before PMFriend
Sarah's owner Maria has 8 properties. Maria emails: "What's been happening at 23 Beach Rd? Haven't heard anything in 6 weeks." Sarah scrambles, spends 25 minutes piecing together a reply. The reply is rushed. Three weeks later Maria emails again, same question, different property. Total time per owner per year: ~6 hours, all reactive.
After PMFriend
Every Wednesday morning Sarah goes to Owners and sees 12 owners due for a fortnightly digest. For each, the AI has already drafted a 1-paragraph update from the actual property activity. Sarah reads, edits the bits that don't sound like her, clicks Send. Total time per owner per year: ~30 minutes, all proactive.
What's in a digest
Each digest covers the past 14 days at the owner's properties:
- Maintenance activity — what was reported, what got fixed
- Compliance — anything overdue or coming up
- Costs — total spend in the period, by property
- Inspections — last date + headline finding
- Forward look — what's on the agenda for the next fortnight
Written in your agency's voice, AU English, in a tone that matches a working PM (warm, businesslike, not robotic).
How the AI drafts
The AI reads:
- Maintenance requests + work orders
- Compliance task status
- Inspection reports
- Costs charged to the owner's account
- Free-text PM notes
It composes a draft specific to this owner about these properties — never generic mail-merge fluff. If nothing meaningful happened (some weeks are quiet), the draft says so honestly.
The human-in-the-loop rule
Every digest is reviewed by a property manager before sending. Always. Without exception. This is a hard product rule, not a configurable setting.
Why? Trust + liability. Owners must know that everything in their inbox came from their PM. The AI never sends.
Owner approval workflow
When a maintenance work order's quote exceeds the property's owner approval threshold, PMFriend:
- Drafts an approval email with scope + contractor + quote
- Pauses the work order until the owner replies
- Tracks the response: approved, declined, asked for changes
💡 Real-life example: A roof leak at 56 Oxford St needs $2,400 repair. Property's threshold is $500. PMFriend drafts: "Hi James, brief one — we've had a roof leak (photo attached). Northside Roofing quoted $2,400 to repair the failed flashing. Their work at your other property in March was good and on-budget. Happy to proceed?" Sarah reviews, sends. James replies "yes, do it" 20 minutes later. Repair is dispatched.
Sending mechanism
Right now PMs draft digests + approval requests in PMFriend, then copy the text into their own email tool to send. Direct sending via Sydney- region delivery (DKIM-signed, deliverability-tuned) is in flight — no action needed on your side, the workflow just gets shorter.