Property managers look after many buildings with few people. Repair requests arrive by phone, email and app, invoices from dozens of contractors and utilities must be allocated to the right property, and service charge statements have statutory deadlines. Agents take over the routine; decisions about tenants and owners stay with people.
Industry 09/103 example agentsAutonomy level L3–L4
Example agents
Three agents that take over work here
Examples from typical workflows, not client references. Which agents pay off for you is shown by assessing your own processes.
01
The repair request agent
Property management · technical
Takes repair requests from tenants, asks for photos and details, rates urgency by fixed rules, commissions the framework contractor up to the cost limit and keeps tenants updated on the appointment.
Orders only to framework contractors and up to the limit, emergencies involving water, gas or power straight to people, labelled as AI.
Human in the loop
Property managers handle emergencies, larger damage and approvals with owners.
What to measure
Time to commissioning · tenant call-backs · cost per repair
02
The service charge agent
Accounting · statements
Allocates utility and service invoices to properties and cost types, checks them against contracts and the previous year, prepares the service charge statement and explains unusual deviations.
Autonomy level
L0
L1
L2
L3
L4
Start L3 · Assisted agents
Allocation and preparation at L3; statements go out only after review.
Allocation only by the stored key, nothing sent without approval, every item with its receipt.
Human in the loop
Accounting reviews deviations and releases the statement; people handle tenant objections.
What to measure
Statements on time · corrections after sending · objections per property
03
The tenant service agent
Customer service · letting
Answers recurring tenant questions about house rules, statements and appointments, schedules viewings and handovers and collects complete documents from prospective tenants for letting.
Information and appointments at L4; anything affecting a tenancy at L3.
Systems
Property management ERPTenant portalCalendarEmail
Guardrails
No selection or rating of prospective tenants, answers only from approved sources, labelled as AI.
Human in the loop
Letting decides on tenants; people handle complaints and conflicts.
What to measure
Response time · enquiries without handover · vacancy days
Framework
What to factor in for this industry
Deadlines: Service charge statements are subject to statutory deadlines, under the Tenancy Act in Austria and the Civil Code in Germany. The agent tracks them; responsibility stays with the property manager.
Tenant selection: Decisions about people remain human. Art. 22 GDPR and equal treatment law set tight limits, which is why the agent rates no applicants (human-in-the-loop).
Customer contact: Tenants must be able to tell that they are writing to AI (Art. 50 AI Act).
Note, not legal advice: whether a specific use falls under these rules is for you and your legal counsel to decide. We provide the technical facts for it, from the agent profile to the audit trail.
