Case management for property companies: from fault report to satisfied tenant

A fault report is a chain

A fault report has to be registered, reach the right person, be fixed and be reported back on. For the tenant, the whole journey counts, right up to the moment the fault is fixed.

According to the 2025 report from the Swedish tenant survey company AktivBo (Fastighetstidningen), 82.6 per cent of tenants were satisfied with the service from their landlord. At the same time, the index for fault reporting fell from 89.5 to 89.1 per cent. Companies that had reviewed the process for at least twelve months rose by 1.5 percentage points, so reviewing it seems to make a difference.

One case, whatever the channel

Tenants can call, email, fill in a form or chat. The same fault should still become just one case, which follows it all the way to the caretaker or contractor and back.

When everything is in the same view, the person answering can see what the tenant has reported before and what is already under way. The tenant does not have to explain everything again, and you can see if the same fault keeps coming back.

The history also helps you judge the situation. Some people want a short instruction so they can sort it out themselves, others need more help. For someone who is at home most of the day, a fault in the flat quickly becomes urgent.

Property management and customer service need the same picture

The property manager wants to see today’s cases, where they are and what can be scheduled together. The customer service manager wants to see response times and which cases are about to miss their targets. The roles differ, but the goal is the same: more satisfied tenants.

Let both work in the same system, each with the view they need. If you do not have a shared system today, that is often where to start.

Update tenants before they ask

Every call asking “how is my fault report going?” is an update that did not get through. Automatic updates at the most important steps keep tenants informed and take load off customer service.

Step	What the tenant is told
The case is registered	That the report has been received, and the case number
The case is assigned	Who is dealing with it and roughly when
Something changes	A new time, or what you are waiting for, such as a spare part
The case is complete	What was done, and a question about how it went

Updates can go by SMS or email. A missed call can also become a case, with an SMS to the caller. Flows like this can be built in Mitel Workflow Studio.

Decide what counts as urgent

A system can only prioritise by criteria you have decided on. Write them down and start simple, for example like this:

Level	Example	How it is handled
Urgent	Water leak, no heating, broken front door	Straight to the caretaker or on-call staff
Soon	Broken cooker, blocked drain	Scheduled within a few days
Can be scheduled	Dripping tap, loose skirting board	Dealt with at the next visit to the property

Also decide what happens outside office hours. An urgent call can go to the on-call rota in turn and escalate if nobody answers.

Measure and escalate

Set a time target for each level and start with a few measures:

• Time to first response
• Time until the fault is fixed
• Share of cases solved at first contact
• Missed calls
• Cases that are reopened

Let the system warn you when a target is about to be missed, and pass the case on to someone who can act. Show the figures to both property management and customer service, so that reviewing them becomes part of everyday work.

Let tenants handle the simple things themselves

Many people want to solve simple issues themselves. In a Gartner survey (2023), 38 per cent of Gen Z and millennial customers said they would probably give up if they could not resolve the issue through self-service. Among baby boomers the figure was 11 per cent. The survey covers customers in general, but it shows why you need both self-service and a route to a person.

• A fault report form that asks for what the technician needs: address, flat and what is wrong, ideally with a photo.
• A page where tenants can see their cases and how far they have got.
• Answers to common questions about the laundry room, rent and fault reports, on the web or from an AI agent.

Make sure tenants know the routes, and that the phone is still there for anything urgent or difficult.

What the system should be able to do

• One case per fault, from first contact to closure, with the full history
• All channels in one view, with the phone linked to the case
• Mandatory fields, so that the case contains what is needed from the start
• Mobile access for caretakers and contractors, who report back on site
• Automatic assignment, prioritisation, updates and escalation
• Statistics by property, case type and group
• Integration with the property management system and other systems via API
• Access rights and data deletion, so that personal data is handled correctly

No system replaces clear routines, so decide who does what before you build the process.

Which system connects phone and cases?

There are two common routes. Which one suits you depends mostly on whether you want to keep the system that holds your cases today.

Route	How it works	Suits you when
Mitel CX connected to your systems	Mitel CX brings phone, email, chat and SMS together in the same queues, with AI agents and reporting. Cases can stay in your property management or case management system, which is connected through APIs and customisation.	You have a case system that should stay, or you want AI in customer service
Artvise	Contact centre, case management and e-services are in the same system. A call, an email or a form can become a case that is tracked in the same tool.	You want channels and cases in one place

Mitel CX works on top of PBXs such as MX-ONE, OpenScape 4000 and OpenScape Voice. If you do not have one of those, your staff can answer in Teams, as we describe in the guide Mitel CX and Microsoft Teams.

Personal data and Swedish municipal housing companies

Cases contain personal data and sometimes sensitive information, for example about someone’s health. Decide who may see what and how long cases are kept, and make sure you have data processing agreements with your suppliers. If you use AI, you should know where data is processed and tell tenants when they are talking to an AI.

If you are a municipal housing company in Sweden, the principle of public access also applies, so cases can be official documents. That affects how they are registered, kept and deleted.

Last updated 30 October 2026.