Repairs reported
on WhatsApp
Lettie handles tenant maintenance reporting on WhatsApp, the app already on your tenants' phones. Its AI replies in seconds, reads their photo, sets the urgency and writes the report.
- 43% of tenant messages carry a photo or video (Lettie platform data, Aug 2026)
Reported at 07:50, fixed in the chat by 08:05
A chirping alarm
on Sunday morning
One photo of a smoke alarm label, and Lettie talks the tenant through the fix. By breakfast it's solved, with nothing for your team to arrange.
Sun 07:50 · The tenant
Sends one message and a photo
"The landing alarm gives one brief chirp every minute." A photo of the label goes with it.
07:50 · Lettie
Key moment
Says what the chirp means
A brief chirp is usually a low battery. Lettie asks the tenant to check the label and, if the battery can be replaced, fit a new one, then say whether the chirp stops.
08:05 · The tenant
Says the chirp has stopped
"I replaced the accessible battery and that worked."
08:05 · Your team
Sees it marked Solved by Lettie
The report closes as Solved by Lettie on 8 Nov, with no call-out to book. The whole chat stays on it, ready to export as a PDF.
An example Sunday morning.
Their words,
your report
Tenants report the way they talk: a photo, a video, a voice note, or an email if they don't use WhatsApp. Lettie asks what's missing, then writes up the repair for your team.
Photo, on WhatsApp
Water's dripping through the bathroom ceiling. Pic of the patch attached.
Video, on WhatsApp
Video of the bathroom ceiling. It drips every time upstairs has a shower.
Voice note, on WhatsApp
Hi, it's Dan at flat 2. There's a brown patch on the bathroom ceiling and it's dripping into the bath.
Email
Hello, water is coming through our bathroom ceiling from the flat above. I've put a bowl under it.
Example messages: one leak, sent four ways, and the single report they become.
Your tenants already
have the app
43% of tenant messages carry a photo or video, and tenants hear back in a median 26 seconds, day or night.
Lettie platform data, Aug 2026
“It’s professional, easy to set up, and my tenants actually prefer it to ringing me.”
Sam AdamsPrivate LandlordThere's nothing for them to download, and the chat is ready before their first repair:
- A WhatsApp welcome sent once, when you add them
- Your QR code in the tenancy pack
- Email for anyone not on WhatsApp
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 landlords and
agents ask
Is there software that lets tenants report repairs on WhatsApp?
Yes. With Lettie, tenants message one WhatsApp number about a repair, with photos, video or a voice note. Lettie's AI replies in a median 26 seconds (Lettie platform data, Aug 2026), asks follow-up questions, sets the urgency and writes the report. There's no app or portal for the tenant to learn.
The landlord or agent gets an alert and a repair report with the whole chat attached. On the agency plan, Lettie then chases the contractor, books the visit and gets the landlord's approval.
How do tenants start using it?
When you add a tenant, Lettie sends a welcome on WhatsApp, so the chat is ready before their first repair.
Agencies also put the number's QR code in tenancy packs and its link in their email signature.
Can tenants report repairs by email?
Yes. Tenants who don't use WhatsApp can email instead. Lettie replies, asks the same questions and writes the same report. If your team logs a phone call, it goes on the same report.
We already have a tenant portal. Why switch?
Tenants report in the app they already use, so there's no login to forget and no portal link to find. They send a photo, Lettie asks the follow-up questions and your team gets the finished report.
If you're on Fixflo, our team moves your data across for you. See Lettie and Fixflo side by side.
Can tenants send photos and videos?
Yes. Lettie reads photos, such as a boiler's display, and asks a follow-up question when it needs more. Videos go straight onto the report for your team.
What happens when the office is closed?
Lettie replies at any hour. Urgent reports go to the out-of-hours contacts you set, and the rest are written up for the morning, with the tenant told when you reopen. More on out-of-hours cover.
Half of repair cases are first reported outside 9am to 5pm, Monday to Friday (Lettie data, Jun–Aug 2026).
Does it work with our CRM?
What does it cost?
WhatsApp reporting comes with Lettie's property maintenance software. The landlord plan is free for up to 4 properties, then £2.50 a property a month. Start free. Agencies pay from £40 a month, priced on your properties and team seats. Estimate your agency price. Both plans are on the pricing page.
Give your tenants
one number to message
Estimate your agency price for your properties and team, and we'll confirm it. The landlord plan is free for up to 4 properties, then £2.50 a property a month.