How Stone Real Estate Hills District moved 700+ open jobs onto Tapi and nearly halved the time spent chasing them

The numbers

720+ properties and no single source of truth

Stone Real Estate's Hills District team handled repair updates through various communication methods, including emails, texts, calls and spreadsheets. As a result, owner responses could be delayed, and accessing critical information while away from the office was challenging.

So the team chased. And chased. As Associate Director Eliza Zammit puts it: "Without a single source of truth, it's easy for jobs to slip through the cracks."

Eliza estimates maintenance coordination ate 20 to 25% of the team's time. Tenants, landlords, tradies, quotes, follow-ups, updates. Reactively chasing outstanding jobs accounted for 10 to 15%.

They brought in a VA to help with repairs. "This still was a long process to get the jobs under control," says Eliza, "and they would just pile back up again."

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Something had to change

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"When you keep doing the same thing over and over again and nothing is changing or getting you better results, you can't expect a different outcome. Something needed to change."

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That's how Eliza saw it. The answer came from close to home: she'd heard other Stone branches were already on Tapi "and raved about it". The instant tenant troubleshooting and the Asset library stood out from day one.

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Moving 700 jobs without missing one

Switching with more than 700 open jobs was the big worry. "We had concerns that they would be missed or issues raised," Eliza admits. They weren't. "The system is so user friendly," Eliza says. "Yes you need to do some tidying up but it's all worth it in the end." PropertyMe stays the system of record, with Tapi running maintenance on top.

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The results: chasing time nearly halved

Chasing, nearly halved. Time spent chasing outstanding jobs has dropped from 10 to 15% of the team's time to 5 to 8%. Every request and its progress sits in one place, so the team can see what's outstanding without repeat follow-ups. Tradies update job status themselves. "My team finally feels in control instead of constantly catching up," says Eliza.

Less admin, more property management. Maintenance coordination is down from 20 to 25% of the team's time to 10 to 15%, Eliza estimates. Requests, communication and coordination now run through one platform, with far less manual admin in between.

Decisions on the road. Eliza's team no longer waits to get back to the office. "With everything accessible on mobile, my team can approve, update, or communicate instantly during inspections or site visits."

Faster owner approvals. Owners now get structured repair requests with photos, quotes and context, "making it easier and faster for them to approve," Eliza says.

Fewer "any update?" calls. Tenants can see where a job is at, so they no longer feel ignored.

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What's next

The team is keen to keep finding new ways to use Tapi. Eliza's advice for other agencies:

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"Tapi will give you back your time. If you're tired of chasing owners, tradies, and updates, this is the system that finally puts you back in control."