Tenant Portal

What is the Tenant Portal?

The Tenant Portal is a self-service website where your tenants can:

• Submit and track maintenance requests
• View and pay invoices online (if Re-Leased Pay is enabled)
• Upload required documents (insurance, pet registration, etc.)
• Access their lease information and tenancy documents
• Update their contact details

Benefits for Your Business

• Fewer phone calls - Tenants can find answers and submit requests 24/7
• Faster rent collection - Online payments mean fewer late payments
• Streamlined maintenance - Requests come in with photos and details
• Easy compliance collection - Tenants upload documents directly
• Better communication - Chat with tenants about maintenance and compliance

Getting Started

Before You Begin

Make sure you have:

• Tenant contact records with valid email addresses (required for invitations)
• Contacts linked to active leases
• Documents you want to share already uploaded to Re-Leased

Access the Tenant Portal Settings

1. Go to Settings in Re-Leased
2. Click "Manage Tenant Portal" (under the Portals section)

This is your central hub for managing all tenant portal users.

Inviting Tenants

How to Send Invitations

1. Go to Settings → Manage Tenant Portal
2. Click the "+ Add Users" button
3. Find the tenant contacts you want to invite
   • Use the search bar to find by name
   • Use the filters to narrow down by property or tenancy
4. Select the contacts you want to invite (tick the checkboxes)
5. Click "Send Invitations"

Note: Only contacts with email addresses can receive invitations. Contacts without emails will appear greyed out.

 

 

What Happens Next

• The tenant receives an email with a link to set up their account
• The link is valid until used for setup or within 14 days if setup is not initiated
• They'll create a password and then have immediate access

If a Tenant Doesn't Receive the Email

1. Ask them to check their spam/junk folder
2. Verify the email address is correct in their contact record
3. Send a new invitation from Manage Tenant Portal

Managing Permissions

You can control exactly what each tenant can see and do in the portal.

How to Change a Tenant's Permissions

1. Go to Settings → Manage Tenant Portal
2. Find the tenant in the list
3. Click the settings icon (gear icon) next to their name
4. Toggle each permission on or off
5. Click Save

Available Permissions

Changing Permissions for Multiple Tenants

1. In Manage Tenant Portal, tick the checkboxes next to multiple tenants
2. Click "Bulk Actions"
3. Select "Manage Permissions"
4. Set the permissions and save

Common Permission Setups

Standard Tenant: All permissions enabled - full access to everything

View-Only Tenant: Only "View" permissions enabled - can see information but can't submit requests or upload documents. Good for additional occupants.

Billing Contact: Only Documents and Invoices enabled - for someone who handles payments but doesn't need to see maintenance.

Sharing Documents with Tenants

Tenants can only see documents you've specifically shared with them.

How to Share a Document

1. Upload the document to the property or lease record as normal
2. When editing the document, look for the "Share with Tenants" toggle
3. Turn it ON
4. Save the document

The document will now appear in the tenant's portal automatically.

Handling Maintenance Requests

When tenants submit maintenance requests through the portal, they appear in your normal Re-Leased maintenance list - no special section to check.

The Workflow

1. Receive the request - It appears in your maintenance requests within the maintenance hub
2. Review and update status - Change status as you progress (Requested → Approved → In Progress → Completed). This will update the the status within the tenant portal for your tenants visibility
3. Communicate with the tenant - Add comments that the tenant can see
4. Complete the work - Mark as completed when done

Communicating with Tenants

When you add comments to a maintenance request, you can choose:

• External - The tenant can see this comment in their portal
• Internal - Only you and your team can see this (for internal notes)

Tenants can also reply to your comments through their portal, creating a conversation thread.

Collecting Compliance Documents

Where tenants are the responsible party for compliance tasks for a property they occupy, you can create a task for them to resolve within the portal.

How to Set Up a Compliance Task

1. Go to the property or lease in Re-Leased
2. Create a new compliance job
3. Important: Set the "Responsible Party" to "Tenancy"
4. Add a clear description of what you need
5. Set the due date
6. Save

The task will appear in the tenant's portal, and they can upload the document directly.

Reviewing Uploaded Documents

1. When a tenant uploads a document, it appears in Re-Leased under the compliance job
2. Review the document
3. Mark as approved, or request a re-upload if needed
4. Add a comment (marked as "External") if you need to communicate with the tenant

Online Payments (Re-Leased Pay)

How It Works

If you have Re-Leased Pay set up, tenants will see a "Pay" button next to their unpaid invoices. They can pay directly through the portal, and the payment is automatically recorded in Re-Leased.

If You Don't Have Re-Leased Pay

Don't worry - the portal still works perfectly. Tenants can:

• View all their invoices
• See amounts due and due dates
• Check their payment history

They just won't see a "Pay" button. They'll need to pay using your usual method (bank transfer, etc.).

Setting Up Re-Leased Pay

Contact your Re-Leased account manager to get started with online payments.

Disabling a Tenant's Access

When a tenant moves out or you need to remove their access:

1. Go to Settings → Manage Tenant Portal
2. Find the tenant
3. Click to disable their access

They'll no longer be able to log in, but all their data remains in Re-Leased for your records.

Need Help?

If you have questions or need assistance:

• Email: support@re-leased.com
• Contact your Re-Leased account manager