The problem
A housing disrepair operation was managing 150–200 RICS inspection instructions every month. Instructions arrived by email. Availability was tracked in a spreadsheet. Booking confirmations were sent by hand. Agent coordination happened over WhatsApp.
SMS notifications were failing because appointment times were not passing through correctly between systems. Payment reconciliation was disconnected from the case workflow — someone had to manually cross- reference invoices against completed inspections. SLA visibility was limited to whoever was tracking the spreadsheet that day.
The entire operation was dependent on one person. When that person was unavailable, the operation broke. There was no audit trail. No way to see, at a glance, which inspections were booked, which were at risk of SLA breach, which payments were outstanding.
At 150–200 instructions per month, the manual approach had already reached its limit. The operation needed infrastructure, not more spreadsheets.
What we built
A custom inspection management portal covering the full workflow from instruction receipt to payment reconciliation. Built around how the operation actually worked — not a generic platform adapted to fit.
Custom inspection management portal covering the full workflow from instruction to payment
Agent onboarding with geographic coverage polygon logic
Real-time availability management for 50–60 active field agents
Automated booking confirmation and SMS notification workflows
SLA tracking with breach alerts and escalation logic
Payment reconciliation with clawback logic (6 of every 8 cases rule)
Integration with overseas booking centre
Google Sheets live sync for agent activity log
Full audit trail on every action — who did what, when
On payment reconciliation
The clawback rule — 6 of every 8 cases must complete to trigger payment for a batch — required custom logic that tracked completion rates per agent per period and flagged batches approaching threshold. This was previously tracked manually in a spreadsheet and frequently miscalculated. The portal handles it automatically and surfaces exceptions only.
What changed
40–50 inspections are now processed weekly through a single system. 50–60 active agents manage their own availability — no manual coordination required. Booking confirmations and SMS notifications go out automatically.
Payment reconciliation runs automatically with clawback logic applied. The overseas booking centre integration means instructions can be received and processed without manual re-entry.
The single operational dependency — the one person who knew where everything was — is gone. The operation runs on the system, not on institutional knowledge held by one individual.