Intake agent
Turn incoming reports into linked tickets
- Matched the report to the boiler
- Grouped similar reports on one case
- Drafted the reply to the resident
A person sends the reply
Product tour · one case, end to end
Follow one boiler failure through the whole of Residention.
A feature list tells you what exists. A case shows how it connects. Here, a resident reports no hot water, and the same record carries that report through service, work, compliance, finance, leases, the long-term plan and the owner’s report.
Illustrative case · a fictional building, not customer data.
One building, one failed boiler, eight parts of the product.
A fictional residential block with a shared plant room. On a winter evening a resident reports that there is no hot water. Nothing about the case is unusual — which is the point. Every property organisation handles this, usually across several systems and inboxes.
- Building: Fictional residential block, shared plant room
- Asset: Communal gas boiler
- Trigger: A resident reports no hot water
- Ends with: A posted cost, a filed certificate and a plan decision
Stop 1 · Property record
Before anything breaks, the boiler is already on the record.
The boiler sits in its room, on its floor, in its building. Its service contract, warranty, certificates and history hang from that one asset — so when something goes wrong, nobody starts from a blank page.
- Building, floor, room and asset on one record
- Contract, warranty, certificates and history linked to the asset
- Blank fields shown as unknown, never as zero
Recorded is not verified.
People decide what is verified and how. A value read from a handover file is marked as read until someone checks it.
Stop 2 · Service desk
A resident’s message becomes a ticket on the right asset.
The report arrives through the resident portal. It is linked to the boiler rather than left as free text, similar reports from the same building are grouped, and the resident’s reply is drafted from what is actually recorded.
- One conversation per case, however many people report it
- The ticket linked to the asset, the building and the people involved
- A reply drafted from recorded facts only
Drafted is not sent.
A person sends the reply. Complaints and anything about invoices always go to a person.
Stop 3 · Work orders
The work order goes to the contracted supplier, with the context attached.
Because the boiler carries its service contract, the work order goes to the supplier already responsible for it. The fault, the recent visit history and the access arrangements travel with it. The supplier accepts through a link; the response clock starts on its own.
- Supplier chosen from the contract, never typed in
- Each clock — response, attendance, fix — timed separately
- The supplier accepts and reports back through its own page
Routed is not accepted. Accepted is not done.
A person approves the out-of-hours call-out and any spend above the recorded limit. Emergencies always reach a person.
Stop 4 · Compliance and documents
A repair on a gas appliance reopens a statutory duty.
Work on a gas boiler touches the gas safety duty. The engineer’s report and the new certificate are filed on the boiler and on the obligation they belong to. Details read from the PDF are shown as read, not as confirmed.
- Obligations held on the building and the asset they apply to
- Reports, photos and certificates in one document store
- Exactly which evidence is missing, rather than a vague “overdue”
Inspected is not compliant. Extracted is not confirmed.
A person accepts or rejects the evidence. Software never closes a compliance duty on its own.
Stop 5 · Finance
The supplier’s invoice meets the work order it belongs to.
The invoice arrives by email and is matched to the work order and the contract rate. Any difference is shown, not smoothed over. Approval, posting and payment are three separate steps, each recorded with who did it and when.
- Invoices received by email, upload or drag and drop
- Matched to the work and the contract that caused them
- Reports read posted bookings only, so every screen gives the same number
Approved is not posted. Posted is not paid.
People approve, post and pay. Residention never approves an invoice or moves money on its own.
Stop 6 · Leases and service charges
The cost lands where the leases say it should.
Heating for common parts is usually a service-charge cost. Residention reads each lease’s recovery terms and proposes the split between what can be recharged and what stays with the owner — for a person to confirm.
- Lease terms read from the lease record, not retyped
- Recoverable and non-recoverable cost kept apart
- A missing term held as unknown, never guessed
Proposed is not allocated.
A person confirms the allocation. Lease terms and contracts are never changed by software.
Stop 7 · CapEx and the long-term plan
The third failure this year turns a repair into a plan decision.
Because every failure was recorded on the same asset, the pattern is visible. Residention puts the failure history beside the last recorded condition and drafts a replacement option for the long-term plan, with its price basis stated.
- Failure history and condition read side by side, never blended
- Every plan line with its year, quantity, unit price and price basis
- A replacement option drafted, not budgeted
A proposal is not a budget. Old is not failed.
The owner decides if and when to replace. Lifecycle assumptions are never changed by software.
Stop 8 · Owner report and audit trail
The owner sees the case, the cost and the proof in one place.
The case closes with a single trail: who reported it, who approved what, what it cost, what was filed and what is still open. The owner’s report reads that trail directly, so nobody rebuilds the story at year end.
- An append-only trail of every step, with who and when
- Figures that match the finance screens exactly
- Open items listed as open, not hidden in a summary
Assembled is not accepted.
A person signs off the board note. History is kept, never rewritten.
Where the agents worked — and where they stopped.
Five agents prepared parts of this case. Each one has an owner, a purpose, an expiry date and a list of exact actions it may take. None of them approved, posted, paid, signed or closed anything. Agents are off until you turn them on.
Dispatch agent
Prepare work orders from the record
- Checked the service contract covers the fault
- Attached history and access to the work order
- Flagged the out-of-hours cost
A person approves the call-out
Evidence agent
Check returned evidence against the duty
- Read the certificate details from the PDF
- Named the missing competence evidence
- Filed the report on the asset and the duty
A person accepts or rejects the evidence
Finance agent
Match supplier invoices to their work
- Matched the invoice to the work order
- Compared it with the contract rate
- Proposed the service-charge split
People approve, post and pay
Plan agent
Keep the long-term plan in step with the record
- Put failure history beside condition
- Drafted a replacement option
- Stated the price basis behind it
The owner decides if and when
Owner, purpose, expiry
Every agent belongs to a named person, is set up for one purpose and stops on a set date unless someone renews it.
Four separate permissions
Reading, proposing, approving and carrying out an action are granted separately. Approving stays with people.
Risk lowers authority
When something looks wrong — an unusual instruction, a source it cannot trust — the agent drops back to read-only.
Every step on file
What the agent read, what it proposed and who decided are kept in the same trail as the people’s own work.
What no agent does in Residention
- Approve an invoice, post a booking or make a payment
- Sign or change a contract or a lease
- Close a compliance duty or accept evidence
- Answer a complaint
- Delete a record
- Change its own permissions
Where to read more about each part.
Platform — The Property Twin: the record every stop on this tour reads from.
How it works — One day in one building, from a signal at night to evidence on file.
Agentic Workforce — How agents are switched on, scoped and governed.
Trust Centre — How data is separated and who can act on it.
The case on this page is an illustration. It shows how the product connects, not results achieved for any customer. Not claimed: time or cost savings, certified compliance, or decisions taken on anyone’s behalf.
Walk through it with your own buildings.
Book a demo and we will follow a case of your choosing through the same eight steps, with your own kind of property in mind.