Urgent repairs
reach you first
Lettie is maintenance triage software for WhatsApp repairs. Its AI sets the urgency on every report, and emergencies reach your team at once.
- Low, Medium, High or Emergency on every report
Lettie set Emergency and told the agency at 15:12
A boiler and a leak,
one afternoon
Two reports at two properties. The boiler is fixed in the chat, and the leak reaches your team at once.
13:05 · The tenant
Reports the boiler at 0.4 bar
No heating or hot water, and E118 on the display. Lettie walks them through topping up the pressure while the boiler is cold.
13:16 · Lettie
Closes it in the chat
The boiler is back at 1.5 bar and firing. The report is marked Solved by Lettie, and nobody is booked.
15:40 · The tenant
Key moment
Sees water through the kitchen light
"Water's dripping through the kitchen light." Lettie marks it Emergency, and your team has it at once.
15:40 · Lettie
Tells them where the stopcock is
Under the kitchen sink, from your property notes. Your team's report has the photo, the address and how to get in, ready to send a plumber.
An example afternoon in Guided mode.
Triage sets a priority
on every report
Lettie sets Low, Medium, High or Emergency from what the tenant says and shows, so your team opens the right report first.
Emergency
Water's pouring through the kitchen ceiling.
The socket sparked when I plugged the kettle in.
High
No heating or hot water since this morning.
The front door won't lock.
Medium
The bathroom sink is leaking underneath.
The extractor fan has stopped working.
Low
The oven isn't heating up properly.
A kitchen cupboard door has come off.
Emergencies reach your team at once, day or night. Everything else arrives with its priority set and the details your chosen mode gathers.
Example messages.
The first reply,
day or night
26s
median time to Lettie's first reply to a tenant.
Lettie platform data, Aug 2026
57.5%
of High and Emergency cases are first reported out of hours, when the office is shut.
Lettie data, Jun–Aug 2026
Read the summer data73.1%
of heating and hot-water cases are first reported out of hours.
Lettie data, Jun–Aug 2026
Out-of-hours coverEvery reply knows
the property
Save where the stopcock and fuse box are, and who covers each trade. Lettie uses those notes when it replies to that tenant, as the stopcock answer above shows.
Notes for each home
Where the stopcock, boiler, fuse box and meters are, and how to get in.
Your contacts, your terms
For each contractor, choose who contacts them: the tenant, the tenant out of hours only, Lettie or your team.
Choose how far
Lettie goes
Set what Lettie tries with the tenant before your team takes over.
- Guided
- Best for fewer call-outs. Simple faults end in the chat, and the rest reach your team.
- Log & full handoff
- Best for teams that handle every job themselves. Every report reaches you ready to act on.
- Triage only
- Best for teams that only want each report logged. Your team takes every repair from there.
Scan to try the demo
Report a broken boiler yourself
Scan or tap, send "My boiler's broken", and get the reply your tenants would.
Try it on WhatsAppWe only use your number to reply to you.
What agencies and
landlords ask about triage
What is AI maintenance triage?
AI maintenance triage sorts tenants' repair reports by urgency, so the ones that can't wait reach a person first.
Lettie's AI does it on WhatsApp. It sets Low, Medium, High or Emergency from the tenant's message and photos, and your chosen mode decides what else it gathers. In Guided mode it also solves simple fixes with the tenant before anyone is booked. Its first reply comes in a median 26 seconds (Lettie platform data, Aug 2026).
Our guide to repair response times covers what the law expects.
How does Lettie handle an emergency?
Gas, carbon monoxide, fire and water near electrics are marked Emergency and reach your team at once, day or night, in every mode. The tenant gets the right emergency number in wording our team approved in advance.
Will Lettie ask tenants to fix things themselves?
Yes, in Guided mode, for simple fixes that save a call-out, such as topping up boiler pressure. If the tenant would rather not, Lettie passes the report on with everything so far.
Want every job in your team's hands? Choose Log & full handoff.
Can my team take over a report?
Yes, at any point: refer it to your team or assign a teammate.
You can have Lettie step back once someone is assigned. It then forwards each new message on that report to your teammate, who replies from then on.
After triage, Lettie runs the stages you hand it: contacting the contractor, booking and quote approval. See what you control.
Do we have to add notes for every property?
No. Set contacts and notes once for the agency, and Lettie uses them everywhere. Add a note for a branch or a flat only where something differs, such as a key safe.
Access details go only to the confirmed tenant at that address. The same notes feed contractor chasing and the repair record.
Can we see a property's earlier repairs?
Yes. Earlier reports stay on the property's record, so whoever opens a new report sees what came before. That history matters: at least 12.4% of cases showed a previous or recurring problem (Lettie data, Jun–Aug 2026).
What does it cost?
Triage and property notes come with Lettie's property maintenance software. Landlords get both free for up to 4 properties, then £2.50 a property a month. Agencies pay from £40 a month, priced on your properties and team seats. Estimate your agency price.
Hand the first reply
to Lettie
Estimate your agency price for your properties and team, and we'll confirm it.