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Communicating with Residents

Management companies have two main communication tools: Announcements for simple broadcast updates, and the Communications workspace for structured, templated, and tracked messaging.

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Announcements

Announcements are quick, building-wide updates that appear on residents’ dashboards. Use them for:
  • Maintenance schedules and disruption notices
  • Meeting invitations and voting deadlines
  • Policy changes and reminders
  • Safety updates and emergency information
See the Directors Announcements guide for how to create and manage announcements.

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Communications workspace

For more structured messaging, the Communications workspace offers:

Brand Kit & Letter Templates Studio

Upload your Management Company Brand Kit (Primary, Secondary Black Print, and Icon logos) and custom fonts, and manage templates protected by Statutory Rights Guardrails (s47/s48/s21B).

Delegated M365 Mailboxes & Inbound Tickets

Connect multiple Microsoft 365 mailboxes (Mail.Send / Mail.Send.Shared) so PMs can send As or On Behalf Of shared mailboxes, set custom Reply-To addresses, and convert inbound emails into tickets.

1st Class Postal Wizard & Ad-Hoc Notices

Dispatch physical A4 letters (or ad-hoc notices with up to 5 PDF attachments) via 1st Class Royal Mail with address checks and Postage Cost Recovery (POST-SC / Nominal 4110).

Credit Control & Scheduled Chasers

Access the Credit Control & Chasers tab directly inside Communications to run 4-stage scheduled arrears reminders with selectable Tone of Voice and formatted A4 previews.

Delivery Evidence & Acknowledgements

Track per-recipient Email and Postal delivery status, retain immutable message snapshots, and request in-platform resident acknowledgement.

Unified Merge Variables & Audit Log

Use canonical merge variables ({{recipient.full_name}}, {{unit.label}}, {{unit.tenant_reference}}, {{account.balance_due}}, {{payment.checkout_url}}, {{payment.bacs_details}}) across Email, Post, and WhatsApp.

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How to send a communication

1

Select the building

Communications are building-scoped — choose the right property first.
2

Open Communications

Navigate to Communications from the sidebar.
3

Choose or create a template

Start from a saved template or write a new message from scratch.
4

Select recipients and delivery method

Choose all residents, specific units, or filtered groups, and pick Email or Postal Letter.
5

Configure mailbox or A4 postal options

Select your delegated M365 sender mailbox (for email) or preview the A4 letterhead and run address checks (for postal dispatch).
6

Send and track evidence

Send the batch and monitor per-recipient email/postal status and resident acknowledgements in the Delivery Dashboard and Audit Log.

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Best practices

Use templates for regular messages

Consistent formatting saves time and looks more professional

Target precisely

Only message the residents who need to know — avoid inbox fatigue

Attach relevant documents

Minutes, budgets, and notices are more useful when sent with the message

Keep audit records

The communications log is your evidence trail for disputes and compliance