Managing Tenants and Portal Access

Tenant records control who is linked to a property and which mobile number can be used to sign in to the tenant portal. A welcome WhatsApp is optional and has its own permission; it is not the switch that grants portal access.

Add a tenant

1. Open Properties and select the property.
2. Find Tenants, which is described as Household contacts, preferences and welcome status.
3. Select Add tenant.
4. Enter Name and Phone number. Both are required.
5. If available, add Email address, Preferred contact and Preferred language.
6. Review Authorise Lettie to welcome this tenant on WhatsApp.

The welcome box may already be selected, so actively check it rather than relying on the default.

Save without a welcome

Clear Authorise Lettie to welcome this tenant on WhatsApp, then select Add tenant. Lettie saves the tenant without sending a message.

This does not by itself stop portal eligibility. An active tenant can still sign in through the appropriate portal using the mobile number on their record, provided the property is active and, for an organisation, its portal is enabled.

Send one welcome WhatsApp

Select the permission only after that tenant has agreed to one WhatsApp explaining Lettie's maintenance service. Choose Add tenant & send welcome.

Lettie then asks Send the Lettie welcome? and shows the name and number. Choose Check details if anything is wrong. Choose Add & send welcome only when the permission and number are correct. The welcome can normally be claimed once, so this confirmation prevents accidental repeat contact.

The welcome status becomes one of:

• Welcome not sent;
• Sending welcome...;
• Welcome sent; or
• Delivery unconfirmed.

For Delivery unconfirmed, use Review & resend only after checking both the number and the tenant's permission. Lettie warns that the first message may still have arrived, so a resend can create a duplicate.

Edit a tenant

Select Edit tenants, open the person and update their contact details or preferences. Select Save contact details.

Changing welcome permission on an existing record only records the new permission; it does not send another message. Use the explicit welcome or resend action when available.

Changing a tenant's phone number revokes portal sessions issued to the old number. The tenant must sign in again with the new saved number. Restoring the old number later does not revive the old session, which protects the account if a number was changed in error or reassigned.

Remove a tenant and revoke access

Use the remove control beside the tenant. The confirmation explains that the person will no longer be able to report new issues for the property. Select Remove tenant to continue.

Removal deactivates the tenant's access and revokes their existing portal session for that property. Previous reports and the property's Lettie knowledge are kept. Adding a person again creates a new active tenant relationship; it does not revive the old session token.

Also update Occupancy and Current tenancy when somebody moves out. Marking a profile as vacant does not replace removing an old active tenant record.

Archiving the property also revokes tenant portal sessions. See Managing your properties before using Archive property.

Direct landlord portal access

Non-organisation landlords use Lettie's shared tenant portal automatically; there is no organisation portal switch to enable.

A tenant is eligible when:

• their tenant record is active;
• the property is active; and
• they enter the mobile number stored on their tenant record.

An inventory property or one still waiting for activation is not a live portal property. Complete setup and activation before giving residents the portal address.

Organisation and agency portal access

An organisation Owner or Admin must open Organisation, then Branding, turn on Tenant portal enabled and save the settings when the organisation is ready. Until it is enabled, organisation tenants cannot sign in or receive working portal links.

Once enabled, active tenants at active organisation properties can use the shared portal. Branding options, QR codes, links and any white-label arrangement are controlled at organisation level. A Member can maintain tenants within their branch and property scope, but cannot enable the organisation portal. A Viewer can only read tenant details.

How a tenant signs in

At the tenant portal:

1. On Sign in to your portal, enter Your mobile number.
2. Select Send verification code.
3. On Enter your code, enter the six-digit code sent to that number.
4. Select Verify & sign in.

The tenant can then see the reports and updates available to their active property relationship. If sign-in fails, first check the exact saved phone number, tenant status, property activation and, for an organisation, Tenant portal enabled. Do not send another welcome merely to fix a portal eligibility problem.