A tenant communication platform needs to do more than collect messages. Residents should understand how to report a problem, and the person managing the home should be able to see who is dealing with it. This practical guide was reviewed on 16 October 2026.
Make the route clear
Set out the channels residents can use for ordinary questions and urgent problems. Check whether a proposed system can display those instructions clearly on a phone as well as a computer.
Try submitting a fictional repair request as a resident. Look for a clear acknowledgement, an opportunity to provide useful details and a way to see what happens next. A successful upload should not be mistaken for confirmation that a repair has been arranged.
Keep a suitable alternative for someone who cannot use the chosen app or portal. Decide how staff will record those contacts so they do not disappear from the shared history.
Assign work rather than forwarding messages
Ask the supplier to show how a request is assigned, reassigned and closed. Check whether another colleague can understand the situation without searching a separate inbox.
Test the difference between internal notes and messages visible to residents. Staff should be able to recognise which audience will receive a reply before sending it. Review what contractors can access and avoid sharing unrelated tenancy information.
The ICO's guidance emphasises appropriate security for personal information. Consider permissions, account access and recovery arrangements alongside convenience when assessing a communications platform.
Review the quality of the response
Decide which notifications are useful and which may create unnecessary noise. Test reminder settings before activating them across a portfolio, particularly where an issue is already being handled outside the system.
Ask whether conversation histories can be exported in a readable form. Check how attachments are retained and how the team will find records after a tenancy ends.
During a trial, assess whether messages reach the right person and whether residents receive understandable updates. Review unresolved requests, not just the total number marked complete.
Choose a tool that supports a clear service process. The aim is dependable communication and follow-through, rather than moving the same unanswered messages into a different application.