Property CRM · Connected Operations
Property CRM Connected to Buildings, People and Work
Every relationship has a property context.
Property management involves far more than keeping a directory of contacts. An owner may hold interests across several properties. An occupant uses a particular space under an agreement. A supplier may look after equipment in more than one building — and every conversation takes place inside one of these relationships.
Residention is an AI-first Property Operating System that keeps people and organisations on the same record as the properties, spaces, contracts and work they relate to. smartAI can help interpret what is relevant and prepare a follow-up; permissions, verification and consequential decisions stay with people.
From contact information to property relationships. From property relationships to connected operations.
Explore Property CRM · Discuss Your Property Operations
One property. Multiple relationships.
One building, five relationships, four questions.
Choose a role and a question. The drawing shows which space or installation the relationship concerns — and what it does and does not open. The roles are conceptual, not real people or companies.
Owner
- Identity
- An owner can be a person or an organisation. Organisations keep the people who act for them as linked contacts, each with their role in that organisation.
- Relationship
- The owner is recorded as a stakeholder of this property. The same owner can be linked to other properties, each link held separately.
- Context
- Agreements linked to the owner and the property sit beside the relationship, so a conversation about the building can be read with them.
- Authority
- Being the owner does not by itself grant access to anything. What anyone can see is set by the workspace and the permissions given to them.
Property manager
- Identity
- The property manager is a person in your own workspace, working inside the permissions their role gives them.
- Relationship
- Responsibility for a building is recorded on the property, so requests and correspondence about it reach the right person.
- Context
- Service Desk tickets can be linked to the person who raised them, once exactly one known person fits. Names alone are treated as hints, never as a match.
- Authority
- Access can be granted per property, feature and level. A manager of one building is not automatically a manager of the next.
Occupant
- Identity
- An occupant can be a person or a business. Their contact people are held once and reused wherever they appear.
- Relationship
- The occupant is linked to the lease and the space it covers. An occupant is not an owner, and the record keeps the two apart.
- Context
- A call about a heating fault or a rent question can be read beside the lease and the space it concerns.
- Authority
- A resident who signs in sees only their own home, and only after a verified link to exactly one lease contact.
Supplier
- Identity
- A supplier is an organisation with its own profile: contacts, the properties it works at and the contracts that bind it.
- Relationship
- Work on equipment is assigned to the supplier’s company record, never typed as free text, so the same supplier is recognised everywhere.
- Context
- Correspondence about a maintenance visit can be read with the asset’s work orders and the contract behind them.
- Authority
- Suppliers see the jobs sent to them through their own portal or link — not the building’s wider records.
Contractor
- Identity
- A contractor is an organisation whose people may attend site. A supplier is not necessarily a contractor, and the record does not assume one is the other.
- Relationship
- The relationship can carry start and end dates, so an engagement that has ended is shown as ended rather than deleted.
- Context
- Messages about the job sit next to the work order they concern: the space, the asset and the evidence returned.
- Authority
- Engagement on one job does not open the rest of the property. Relationship is not permission.
A · Relationships with property context
People and organisations, held on the property record.
A contact list says who someone is. A property CRM also needs to say where they fit: which properties, which spaces and which responsibilities.
People and organisations
People and companies are held once. A person can be linked to several organisations, each link with its own role and a primary contact where one is named.
Properties and spaces
People and companies can be linked to the properties they have a stake in. Occupancy and ownership connect them to the units they concern.
Assets and responsibilities
Suppliers are assigned to work by their company record, so responsibility for equipment can be traced through work orders rather than remembered.
B · Communication linked to work
Conversations that stay beside the work they concern.
An email may concern a technical defect. A call may relate to a lease obligation. A supplier’s message may be about an open work order, a quotation or an invoice.
Recorded on the person
Communication events, notes and activities are kept on the person’s timeline, together with open follow-ups and their due dates.
Email where it is connected
Outreach can be sent from Residention, and threads from a connected mailbox can be read and linked to the contact. Other channels are not assumed to be connected.
Service requests
Service Desk tickets can be linked to the person who raised them, recorded with a reason, so the conversation and the request stay one story.
Reactive maintenance and service requests
C · Roles, history and responsibility
Roles that differ by building and change over time.
The same company can be an occupant in one building and a supplier in another. A managing agent’s responsibility can begin and end. The record needs to show both.
Role in context
A role is held on the link between a party and a property or organisation, not on the person — so one party can hold different roles in different places.
Effective dates
Links can carry a start and end date. Ending a relationship records that it ended; it does not erase it.
Access is separate
Who someone is to the property and what they may see are kept apart. Access is granted deliberately, per property and feature.
D · Connected property operations
One relationship record across the operating system.
Because the CRM shares the property record, the same owner, occupant or supplier is recognised in the other parts of Residention without being copied.
Service Desk and Communication Studio
Tickets and outreach threads can be linked to known people, so a reply is prepared with the right context in view.
Contracts and Finance
Contracts can be linked to people, companies and properties; service charges and invoices are read against the same parties.
Operations, Path and the property twin
Work orders name the assigned supplier company, and Path processes can act on the ticket, contact or thread they were started from.
AI needs relationship context.
To prepare a useful reply or follow-up, smartAI needs to know which property, which space and which operational matter a message concerns. It must also see only what the person asking is allowed to see.
- Reads the relationship and the property context the user can already see
- Drafts replies and follow-ups for a person to review and send
- Points out a missing link, an open follow-up or an unanswered thread
- Grants anyone access because they have a relationship
- Treats a message as verified evidence
- Approves, signs or commits on a contract, payment, legal or safety matter
- A contact is not necessarily a customer.
- An occupant is not necessarily the owner.
- A supplier is not necessarily the contractor.
- A relationship is not permission.
- A message is not verified evidence.
- A suggested follow-up is not an approval.
- Sent is not signed.
Four ways teams use property relationships.
Property managers
Correspondence and follow-ups kept beside the building, the request and the person responsible.
Owners and asset managers
A view of who is involved in each property and the operational context behind each relationship.
Facilities teams
Supplier and contractor communication read with the asset, the work order and the contract.
Managing agents
The right relationship context across many properties, without one client’s records appearing in another’s.
Where the relationships lead.
Not claimed: synchronisation with every mailbox or channel, automatic relationship history, sharing of contacts or messages between workspaces, or decisions taken by AI.
Connect Every Property Relationship to the Context That Matters.
Explore how Residention approaches relationships between people, buildings, operational responsibilities, communication and accountable work.
Discuss Your Property Operations