The info@ address that everyone and nobody owns
Leaseholders, tenants, contractors, conveyancers, insurers and directors all write to the same address. On a normal morning it holds a leak report from one block, a query about a demand from another, a sales pack request, a noise complaint, three supplier invoices and a director asking for an update.
Whoever opens it first forwards some messages, answers a few and flags the rest. Some get forwarded twice, some not at all. A complaint that arrived on Friday afternoon is found on Wednesday.
Why the inbox cannot be tamed by rules
Email rules sort by sender or subject line. Leaseholders do not write subject lines that say which block they live in and what they want. A message titled 'Help' might be a leak, a payment question or a complaint about the cleaner.
The context needed to route it properly, which block, which flat, which property manager, is in your block management system, not in the email. So a person has to look it up every time.
The cost of a shared inbox nobody owns
Slow replies lead to more emails, then phone calls, then complaints. Urgent items such as a water leak can sit behind routine ones. Property managers get forwarded messages without context and have to ask the sender again. Your complaint handling suffers because the first contact was not recognised as a complaint.
It also hides the workload. You cannot see which blocks or which property managers are generating the most correspondence, so resourcing decisions are made by feel.
How we sort the inbox for you
We connect to your Microsoft 365 or Google Workspace mailbox and add a triage layer. Nothing is deleted or sent without the rules you set.
- Identify the sender: the sender's email is matched against leaseholder, contractor and director records from your block management system to find the block and unit.
- Understand the request: a language model reads the message and classifies it, for example communal repair, payment query, sales pack, complaint, insurance, or supplier invoice, and pulls out key details.
- Urgency check: words and patterns that suggest an emergency, such as water coming through a ceiling, are flagged to the top and to whoever is on duty.
- Routing: each email is assigned to the property manager for the block or the relevant team, with the block, unit and summary shown.
- Draft replies: routine questions, such as a request for a copy demand or bank details for payment, get a draft reply from your templates and data, for a person to check and send.
- Unanswered watch: anything without a reply after the period you set is escalated, so nothing slips through.
| Email type | Routed to | Draft reply? |
|---|---|---|
| Communal repair | Property manager for the block, and repairs log | Acknowledgement with job reference |
| Payment or demand query | Accounts team | Yes, with balance and copy demand |
| Sales pack or LPE1 request | Sales pack queue | Yes, with fee and process |
| Complaint | Property manager and complaints log | No, a person writes it |
| Supplier invoice | Purchase ledger | No reply needed |
How mornings change
Instead of one heap, each person opens a short queue of emails that are already theirs, with the block and a summary at the top. Routine answers are one click. Urgent items stand out. Complaints get logged at first contact.
Managers get a view of correspondence volume by block and by type, which helps when a block is taking far more time than its fee reflects.
Recognise your inbox?
- One shared address receives everything for every block.
- Emails get forwarded around the office without context.
- Urgent issues have sat unread behind routine ones.
- Leaseholders chase because they have had no reply.
- You cannot say which blocks generate the most correspondence.