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Tenant experience

Tenants don't want another portal. They don't want another login. They want their leaking shower fixed, and they want to know what's happening. PMFriend's tenant-facing surface is built around that.

Three submission channels​

A tenant can report an issue three ways:

1. The web form (most common)​

Each property gets a unique URL like pmfriend.com/r/<token> that's:

  • Tied to the property (no need for the tenant to type their address)
  • No login required
  • Mobile-friendly (single-page form, big touch targets)

You hand the URL out by:

  • Fridge sticker — print a magnet, stick it to the fridge during move-in. The tenant always knows where to find it.
  • QR code in the welcome pack
  • Bookmark on their phone — included in the new-lease email

2. The tenant app (coming soon)​

A dedicated tenant mobile app is on the roadmap — it'll cover the same report flow plus inspection scheduling and rent receipt access.

3. Manual entry by the PM​

Tenant calls. Your PM types it in. One field, two sentences, hit submit. The AI triages it the same way as a tenant-submitted form, because to the system it's just text.

What the tenant sees​

When a tenant submits via the web form:

  1. They see a 3-question form: "What's the problem?", "How urgent?", "Photo (optional)".
  2. They submit. The form thanks them and shows a reference code.
  3. (Coming soon: status updates by SMS or email — "your plumber's been booked", "the work is complete".)

What they don't see:

  • Other tenants' issues
  • The agency's internal data
  • Anything that requires authentication

The submission token is single-use for that property — it identifies which property without identifying the tenant. The PM associates the report with the right tenant when triaging.

Real-life example​

Mei Chen at 56 Oxford St scans the QR code on her fridge. She types: "Hot water stopped working this morning, cold shower again". Adds a photo of the unit. Hits submit.

Sarah (the PM) sees it land in the maintenance inbox 4 seconds later, with the AI suggesting PLUMBING / URGENT + likely cause "hot water unit failure" + suggested action "dispatch plumber within 24h".

Sarah accepts, picks Watertight, sends. Within 30 minutes the contractor's accepted the magic-link and is en route. Mei gets a text update. Total elapsed time from her submission to dispatched plumber: ~12 minutes.

Privacy posture​

PMFriend handles tenant data with the standard the Australian Privacy Principles require:

  • Tenants don't see other tenants' data. Ever. Each property's submission flow is isolated.
  • Tenants can request what we hold about them. Email support@pmfriend.com; we extract their data within 30 days.
  • Tenants can request deletion at lease end. Subject to BSA retention requirements (typically 5 or 7 years depending on state) — anything we're legally required to retain stays, the rest is deleted.
  • AI processing is descriptive only. When the AI reads a tenant's report text to suggest a category, it sees only the report text — not their name, address, or contact details. (See AI safety + fallbacks for the detail.)

Going deeper​