Using the Tenant Portal

The tenant portal gives a current tenant a read-only view of their own reports, tenant-visible updates and any appointment times released for them to choose.

It is separate from the landlord or agency dashboard. A tenant cannot use the portal to see private notes, change a report, approve a quote, create a new report or reply to the report conversation.

Direct landlord and agency setup

Direct landlord

Tenants on direct landlord properties use the shared Lettie portal automatically. There is no portal enable switch or agency branding setup.

Agency

An agency Owner or Admin must open Organisation, Branding, turn on Tenant portal enabled, then choose Save branding. Members and Viewers cannot change this setting.

Every enabled agency can use the shared portal. Without the white-label add-on, tenants see Lettie's name and branding.

An agency with its own WhatsApp number can also configure:

  • Header display as Lettie logo, Text or Logo;
  • Display name and Primary brand colour;
  • Custom domain;
  • light and dark logos and a favicon.

Choose Save branding after checking the preview. A custom domain must be configured correctly outside Lettie as well; entering a hostname alone does not complete DNS setup.

Tenant update WhatsApp notifications

An agency Owner or Admin can also turn on Tenant update WhatsApp notifications. This sends a templated update when an authorised dashboard user adds a Tenant Visible work note, but only when:

  • Tenant portal enabled is on;
  • the tenant and property are active and the report is tied to that current tenant phone number;
  • the WhatsApp sender and approved tenant-update template are available.

If an agency's own WhatsApp number does not yet have an approved template, the switch is disabled and the page explains how to contact support. Saving the work note is independent of message delivery.

Sign in as a tenant

Use the portal link supplied by the landlord or agency. The shared entry point is reports.asklettie.com; a white-label agency may provide its own domain instead.

  1. On Sign in to your portal, enter Your mobile number. It must match the number held on the active tenant record.
  2. Choose Send verification code.
  3. On Enter your code, enter the 6-digit SMS code.
  4. Choose Verify & sign in.

Use Resend code if needed, or Use a different number to go back. Repeated requests and incorrect codes are rate-limited, so wait before trying again when the portal asks you to.

For privacy, requesting a code gives the same general response whether or not a number is registered. If no code arrives, the landlord or agency should check the active tenant record, stored mobile number and, for an agency, that the portal is enabled.

What a tenant can see

Access is tied to the verified tenant, phone number, property and organisation. The portal only returns reports:

  • for that exact active property;
  • linked to the verified tenant phone number;
  • created after that tenant's access began.

The access start uses the latest relevant tenancy start, tenant creation or phone assignment date. This helps prevent a new tenant or a reassigned number from seeing an earlier occupant's reports.

A portal session lasts for up to 14 days. It stops working sooner if it is signed out or revoked, or if the tenant, phone, property, organisation portal access or tenancy context is no longer eligible.

The dashboard

The tenant dashboard has:

  • Active reports for work still in progress;
  • Resolved for completed or closed reports.

Tenant-facing status labels are New, Troubleshooting, With management, Resolved and Closed. These are simplified versions of the more detailed dashboard statuses.

The newest five resolved reports are listed. If there are more, the portal shows + n more resolved; the current dashboard does not provide another page for that older list.

Select a report to open it.

Report details

The report page shows the title, report number, date, property address and current status. Its progress line uses Reported, Troubleshooting, With management and Resolved.

The Summary comes from the recorded description or report summary. It is information about the report, not a new instruction for handling an immediate danger. Continue to use the emergency guidance already provided by the landlord or agency.

Updates: Private and Tenant Visible

Only work notes saved as Tenant Visible appear under Updates. Their tenant-visible attachments can be opened from the portal.

Private notes and their attachments never appear in the tenant portal. Private means internal to authorised landlord or agency dashboard users; an agency Viewer can still read private notes because Viewer is an internal team role.

Changing a dashboard note to Tenant Visible is not required for ordinary internal tracking. Staff should use it only for wording and files that are suitable for the tenant to receive.

Choose an appointment

An agency report may show Appointment when contractor times have been released to the tenant.

  1. Under Choose a time that suits you:, select one of the future times.
  2. The choice books immediately; there is no second confirmation screen.
  3. A successful choice shows Thanks — booked for [time]. The contractor will attend then.

After booking, the other choices disappear. A time held while the agency checks it, or while a quote awaits approval, is not shown to the tenant. A direct landlord account does not use this agency contractor booking workflow.

If a time is no longer available, the portal asks the tenant to try again. Staff should check the report before making separate arrangements.

What the portal does not allow

The current tenant portal does not let a tenant:

  • create a new maintenance report;
  • reply to a report or add an update;
  • see another property, tenant or pre-access report;
  • see Private notes or held appointment times;
  • change a status or appointment after it is booked;
  • approve an agency quote as part of tenant access.

Tenants should continue to report or discuss maintenance through the WhatsApp route supplied by their landlord or agency. A separate quote approval link is a bearer credential for its intended approver; it is not a tenant portal permission.

For staff guidance on choosing note visibility, see Working with a report.

Last Edited: August 10, 2026