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Tenant Customer Journey

End-to-end tenant lifecycle from enquiry to move-out, mapped to PCL Portfolio IQ modules.

  1. Stage 1 · Discover
    Enquiry & Viewing
    Enquiry → viewing %

    Prospective tenant finds a unit via listing, referral, or walk-in and books a viewing.

    Listing channelEnquiry call/WhatsAppProperty viewing
  2. Stage 2 · Apply
    Application & Vetting
    Approval rate, vetting time

    Application form, KYC, employer/landlord references, affordability check.

    Application formID & income docsReference checksAffordability check
  3. Stage 3 · Sign
    Lease & Deposit
    Time from offer to sign

    Lease agreement signed, security deposit and first month's rent received.

    Lease agreementDeposit receiptInventory listNext-of-kin details
  4. Stage 4 · Move-in
    Handover & Move-in
    Move-in satisfaction

    Keys handed over, unit inspected, utility meters recorded, caretaker introduced.

    Inspection checklistMeter readingsKeys & access cardsWelcome pack
  5. Stage 5 · Pay
    Rent & Utilities
    On-time payment %, arrears

    Monthly rent and utility payments, statements, receipts, and reminders.

    Rent reminderPayment confirmationStatement of accountArrears notice
  6. Stage 6 · Live
    Maintenance & Service
    MTTR, first-time fix %

    Tenant raises maintenance requests; caretaker / contractor resolves via job card.

    Service requestJob cardCaretaker visitResolution sign-off
  7. Stage 7 · Engage
    Complaints & Feedback
    CSAT, complaint volume

    Complaints captured, escalated where needed, satisfaction surveys after resolution.

    Complaint logEscalationResolution callCSAT survey
  8. Stage 8 · Recover
    Arrears & Recovery
    Recovery rate, days past due

    Arrears identified, payment plan agreed, legal action where required.

    Reminder schedulePromise-to-payDemand letterLegal referral
  9. Stage 9 · Renew
    Renewal
    Renewal rate

    Lease renewal discussions, rent review, updated terms signed.

    Renewal offerRent reviewNew lease signed
  10. Stage 10 · Exit
    Move-out & Deposit Return
    Deposit dispute rate, days vacant

    Notice received, final inspection, deductions, deposit refunded, unit re-listed.

    Notice to vacateFinal inspectionDeductions scheduleDeposit refund