LatchFlowAI Operations for Lettings
Sample Implementation Pack

AI Tenant & Maintenance Operations

A clear outline of your first rollout: scope, who does what, the systems involved, what has to pass before go-live, support, and the monthly review.

01

First-workflow scope

Start narrow enough to ship, measure, and safely operate.

Included
  • Shared-inbox and approved-channel intake
  • Tenant and landlord identity/context lookup
  • Maintenance classification and urgency routing
  • Suggested responses and approval gates
  • Repair record creation or update where approved
  • Exception ownership, audit trail, and KPI review
Explicitly excluded
  • CRM or property platform replacement
  • Autonomous legal notices or regulated decisions
  • Unapproved spend or contractor commitments
  • Full arrears collection or client-accounting authority
  • Unbounded custom development outside the SOW
  • Production personal data before governance sign-off
02

Four-week implementation sequence

A supervised route from baseline to accepted operating workflow.

Week 1

Baseline and boundary

Confirm the first queue, baseline volume, current response time, exception types, system owners, and actions that stay human-approved.

Week 2

Connect and configure

Connect approved channels and records, map required fields, configure routing rules, build fallback paths, and prepare the audit trail.

Week 3

Supervised pilot

Run controlled live traffic with daily review, human approval, override capture, and immediate correction of edge cases.

Week 4

Acceptance and operating rhythm

Review KPI movement, validate write-back and evidence export, agree open issues, and move into the managed monthly cadence.

03

Connected-system responsibility

The client keeps record authority. LatchFlow owns orchestration, exceptions, and evidence.

System of record
ReapitStreet.co.ukAlto

Client-owned source for property, tenancy, landlord, and branch records.

Read plus approved write-back only.

Repairs and progression
FixfloGoodlord

Specialist workflow remains authoritative for repairs or tenancy progression.

LatchFlow coordinates context, approvals, chasing, and exceptions.

Communications
Microsoft 365WhatsApp BusinessTwilio Voice

Inbound messages, calls, attachments, delivery state, and transcripts.

Approved channels only, with escalation and consent rules documented.

Finance and payments
PayPropXero

Ledger, reconciliation, invoices, and payment events remain specialist records.

No autonomous accounting or payment authority.

04

RACI-style responsibility matrix

Named ownership keeps the rollout from becoming an “AI project” with no operator.

Workflow ownerClient

Own SOP decisions, approve boundaries, nominate reviewers, and resolve policy questions.

Solution designLatchFlow

Map the workflow, configure automation, define observability, and document exception handling.

System accessJoint

Client grants least-privilege access; LatchFlow validates connectors, fields, write-back, and failure handling.

Sensitive decisionsClient

Retain final approval for spend, legal-sensitive, emergency, vulnerable-occupant, and low-confidence cases.

Monitoring and tuningLatchFlow

Review errors, overrides, drift, integration health, and KPI movement during the managed service.

Data protectionJoint

Agree roles, permitted data, subprocessors, retention, deletion, incidents, and exit requirements before live data.

05

Acceptance gates

Go-live is approved when the controls work, not when the demo looks good.

01Routing accuracy

Representative test set passes the agreed category and owner-routing threshold.

02Approval safety

Every defined high-risk scenario is held for the correct human role before external action.

03Write-back integrity

Required actions reach the named system of record with reference IDs and visible failure handling.

04Fallback and rollback

Operators can pause automation, use the manual path, and restore the last approved rule set.

05Evidence export

A manager can reconstruct inbound event, context, draft/action, approval, write-back, and exception owner.

06Operational adoption

Named reviewers complete the agreed live-pilot tasks and know how to escalate or override.

06

Managed support and service rhythm

Illustrative operational targets for the managed retainer, finalised in the SOW.

Critical workflow outageAcknowledge within 1 business hour

Automation paused or routed to the agreed manual fallback while the cause is investigated.

High-risk routing defectAcknowledge within 2 business hours

Affected action type held for human review until corrected and re-tested.

Standard defect or requestAcknowledge within 1 business day

Prioritised into the managed optimisation queue with owner and target cycle.

Monthly operating reviewOnce per calendar month

KPI movement, overrides, exceptions, connector health, rule changes, and expansion recommendation.

Client operational ownerName / role / approval date
LatchFlow implementation ownerName / role / approval date
Go-live decisionApproved / conditional / held