Shorten the handling time for fault reports. With Responder Video, your technical property management team immediately sees what is happening on site – without tenants installing an app.
Business Partner Entercast
Studies reveal a gap between familiar contact channels, digital services and tenant expectations.
According to Bitkom, 82% of tenants contact their property manager or landlord by phone at least occasionally. Only 1% use apps or online self-service portals. Among tenants without these services, 22% would like an app and 18% a portal. Visual assistance can add a direct view of the situation to the familiar phone conversation.
In the Aareal Trendbarometer 2025, only 26% of tenants are satisfied with their landlord’s digital services. Meanwhile, 81% of surveyed housing-sector decision-makers see particularly strong digitalisation potential in tenant services and communication. This creates an opportunity to align service processes more closely with tenant needs.
According to analysis by UK platform Lettie, 50% of maintenance cases in summer 2026 were first reported outside Monday–Friday, 9am–5pm. This measures reporting time, not the share of avoidable emergency visits. Structured visual triage helps your team assess urgency and next steps, and avoid unnecessary emergency call-outs and surcharges.
Source: Lettie, reported by Property118 on 18 September 2026
Context: Bitkom surveyed 1,003 people in Germany, including 491 tenants (2025; multiple contact channels possible). Aareal/YouGov surveyed 5,046 tenants and separately 110 decision-makers (2025); the decision-maker survey is not representative. The studies measure different aspects and do not establish specific savings from Responder Video.
The analysis covers the UK platform and June–August 2026; it is not a representative German market benchmark or a savings promise. We measure remotely resolved cases and avoidable emergency visits in your pilot.
“The heating stays cold” or “There is a leak in the bathroom”: without a view of the situation, time-consuming follow-up questions are often needed.
Contractors arrive unprepared because the required spare part or exact system type was not known in advance.
Repeated tenant contacts use up capacity in your management team and delay other cases.
Your office team sends the tenant an invitation link by SMS during the phone conversation.
The tenant opens the link in their mobile browser and shows the damage or device display live.
Your team reads visible error messages, clarifies what is needed and briefs the right contractor with the relevant information.
Contractors receive details of the system, symptoms and required parts in advance, improving the chance of resolving the case on the first visit.
Faster assessment and less explanation make the service conversation easier for tenants.
Fewer avoidable site visits and follow-up questions reduce the workload for technical property management.
In the pilot, we measure avoidable trips, handling time, first-time-fix rates and tenant satisfaction. Assess the impact using your own cases.
No. Tenants open an invitation link directly in their smartphone browser. They need a compatible smartphone, camera access and an internet connection.
As an Entercast Business Partner, we support process integration, train your team and evaluate the four-week pilot together with you.
Yes, no videos are stored on tenants’ devices. The connection is encrypted and used solely for real-time assessment. Data storage and transmission are fully GDPR-compliant, with data hosted in Sweden and Finland.
Product information and technical details: official Responder Video website. Visit the provider
Book an introductory meeting for your free four-week pilot. Together, we define use cases, the process and success measures.
