Latchel for Multifamily

The first line of defense for resident maintenance requests.

Troubleshoot, diagnose, and resolve resident requested maintenance issues before they reach your work order system. AI troubleshooting at intake, with a 24/7 expert call center behind it.

23%
Requests fixed at intake
Breaker flips, GFCI resets, disposal jams
48%
Reduction in after-hours callouts
The 2 a.m. call becomes a 10 a.m. dispatch
78%
Better data on each work order
Transcripts, photos, and video for your techs

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Tell us a bit about your communities and pick a time that works on the next screen.

Takes 30 seconds. No commitment.

A first line of defense on top of your property management system
YardiRealPageEntrataAppFolioBuildiumRent ManagerRentvinePropertywareLeonardo247MRIHappyCoElise
Why Latchel

What is a first line of defense for maintenance?

A first line of defense means every resident issue gets a real attempt at diagnosis, troubleshooting, and resolution before it enters your maintenance system. We believe if every resident request automatically becomes a work order, then you are missing a key opportunity to improve resident experience and efficiency.

  • Sits on top of your stack Latchel does not replace Yardi, RealPage, Entrata, AppFolio, or whatever software runs your communities.
  • Meets residents where they report Wherever residents report issues today, your portal, your phone number, or a text line, Latchel steps into that moment first.
  • AI first, experts behind it AI is the first layer, an expert call center backs it up for anything serious, and live video calls are there when seeing the problem helps.
  • Nothing goes unlogged Everything is logged back to your system.
Explore the full platform
Resident portal Phone call Text message Latchel: the first line of defense 24/7 AI troubleshooting Expert call center Live video calls Diagnose, troubleshoot, and resolve before anything enters your system Resolved at intake No ticket created De-escalated Fixed at 10 a.m. Complete work order Transcript and video Your PMS Every outcome logged back Yardi · RealPage · Entrata · AppFolio
The result

What happens when Latchel answers first?

Across multifamily portfolios on Latchel, about a quarter of resident inbounds end without a ticket, about half of emergencies wait for business hours, and the tickets that remain arrive ready to fix.

EVERY 100 RESIDENT REQUESTS EVERY 100 EMERGENCY CALLS 23 resolved at intake No ticket ever created 48 de-escalated Handled at 10 a.m., not 2 a.m.

23% never become a ticket

Breaker flips, GFCI resets, jammed disposals: the AI walks the resident through the fix in the first conversation, and no work order is ever created.

How intake works
2 a.m. 10 a.m.

48% of emergencies de-escalate

AI and on-call experts contain the issue, protect the unit, and schedule the fix for business hours. The tech who used to be woken at 2 a.m. handles it at 10 a.m.

24/7 emergency support
WO-2481

Complete tickets, fixed first time

Every ticket that reaches your team carries the full story: transcripts, photos, and often video. Techs arrive knowing the problem and carrying the right part, which drives up first-time fix rate.

Dispatch and scheduling
Configurable per property

How do you tune Latchel to your properties?

Every dial that decides how Latchel speaks to your residents, what counts as an emergency, and who gets woken up is yours to set, property by property and building by building.

AI VOICE Ava Miles Nora Troubleshooting depth Thorough Hand off to a human 15 sec

Control your AI's behavior and brand

  • The only platform that does this Latchel is the only platform that lets you choose your AI's voice and tune how far it troubleshoots.
  • Voices and dials you set Pick from a range of AI voices so the resident experience sounds like your brand, then use simple configuration dials to set how many steps the AI works through before it hands off to a person.
EMERGENCY RULES DEFAULT + EDITS No heat below 55°F Buildings A and B Active water leak All properties Appliance not cooling Standard, next business day

Custom emergency rules

  • Customizable per property Emergency definitions are fully customizable, down to each property's exact rules and asset types.
  • Start from a built default You start from a fully built default ruleset and edit it to your spec, so what counts as an emergency at one building can differ from the next.
UNIT 24C · BUILDING C Water heater 50 gal gas · installed 2021 HVAC 3 ton heat pump · filter 16x25 Your 50 gallon gas heater has a reset button behind the lower access panel.

Troubleshooting that knows your asset

  • Troubleshoots your real equipment Load your asset inventory and Latchel troubleshoots against the equipment actually installed in the unit.
  • Make and model per building Make and model per building means the resident's maintenance experience matches what is really in their apartment, not a generic script.
ON-CALL SCHEDULE MTWTFSS Primary MJ MJ MJ PTO PTO DR DR Backup TL TL TL DR DR TL TL Vacation block Auto rotation, no spreadsheet

Automate your on-call calendars

  • Runs itself once built On-call calendars run themselves once you build them.
  • Backup layers and vacation blocks Set completely custom schedules with backup layers and vacation blocks, and Latchel knows who is on duty at any hour without anyone maintaining a spreadsheet.
ALERT LADDER 0 min SMS to on-call tech Marcus J. 5 min Phone call, rings twice Marcus J. 15 min Backup tech alerted Dana R. by SMS and call

Fully managed on-call alerts

  • SMS and phone, your cadence Latchel dispatches your on-call technicians and their backups by SMS and phone call, at the frequency and time delay you choose.
  • Backup alerted automatically If the primary tech does not answer inside your window, the backup is alerted automatically.
See it in a demo
AI Call Center

What is an AI call center for multifamily?

An AI call center answers every call your communities get, day or night: maintenance, leasing, residents, owners, and vendors. Latchel's AI answers first, resolves what it can, and brings in expert humans for anything serious, with clean summaries delivered to email, SMS, or your CRM.

100%
of calls answered
Nobody reaches voicemail, day or night, which is a step change in service over an answering machine.
50%
OpEx improvement
Against a traditional call center or on-site staff taking the calls.
0
missed leads
Every leasing inquiry is captured, answered, and routed.
0
missed emergencies
Caught and escalated the moment the call comes in.

Callers get fast answers, and every task is sorted into the right queue for the right person onsite.

See it in a demo
Leasing call Tour request · 6:42 pm Resident · Unit 24C No heat tonight Owner call Statement question Showing booked Calendar invite sent Emergency contained Fix set for 10 a.m. Summary delivered Email, SMS, or CRM Latchel AI answers first Experts join for anything serious
Multifamily proof

Real multifamily portfolios. Real results.

★★★★★
"We reduced our emergency maintenance volume by 30% which translated directly into improved NOI and more 5* resident reviews. Our techs are also a lot happier without all the late night wakeups."
Emergency volume down 30%, across 14,000 high-rise and Class A and B units
ME
Michael Eden
Roers · Director of Maintenance · 14,000 units
★★★★★
"Latchel cut our after-hours costs in half across 2,000 units. The late-night emergencies that used to mean overtime and truck rolls now get handled and de-escalated before they ever reach us."
Cut after-hours costs 50% — same coverage across 2,000 multifamily units
CM
Cliff McCue
GC Realty · 2,000 multifamily units
Multifamily operators on Latchel cut dispatches by about 20%, deflect half of after-hours calls, and double the units each admin supports. Read the GC Realty story.
Free work order analysis

What would Latchel have done with your last 30 days?

Send us a work order export and we score every resident-requested ticket from your last 30 days: which ones the AI would have solved at intake, which emergencies would have been de-escalated, and which would have reached your techs with better information. Every row comes back with the reason it was scored that way.

With it you get an opex analysis that prices the result at your own hourly and after-hours rates, so the ROI is calculated on your real tickets instead of an industry average.

  • Every ticket scored line by line, with the reason on each row
  • Real ROI at your rates, not a generic calculator
  • A work order export is all we need, no system access
Get my free analysis

Projected outcomes scored from your own tickets. Not a guarantee.

Latchel Intake Analysis Sample: 502 resident-requested work orders · last 30 days PROJECTED OUTCOMES De-escalated from emergency 23 of 40 emergency tickets 57.5% Better information gathered 377 of 502 work orders 75.1% Solved via troubleshooting 83 of 502 work orders 16.5% PROJECTED OPEX SAVINGS at $25/hr, $50/hr after hours $1,725.00 De-escalation $942.50 Better information $1,037.50 Troubleshooting Projected savings $3,705.00 / month

Sample analysis: 502 resident-requested work orders over 30 days, projecting $3,705.00 of monthly opex savings at $25 per hour and $50 after hours.

Proudly backed by
NARPM — National Association of Residential Property Managers AAOA — American Apartment Owners Association NAA — National Apartment Association ProTradeNet National Rental Home Council
Latchel has been featured in
The Wall Street Journal TechCrunch Inc. Magazine Inman GeekWire

Multifamily questions, answered.

Does Latchel replace my property management software?

No. Latchel is a first line of defense that sits on top of the software you already run. It integrates with Yardi, AppFolio, Buildium, Rent Manager, Rentvine, Propertyware, and Leonardo247, with lighter data pipelines available for Aptly, LeadSimple, Entrata, RealPage, and MRI. Issues Latchel resolves are logged back to your system, and issues that need a tech sync as complete work orders.

How does Latchel reduce maintenance work orders in multifamily?

By resolving resident issues at intake, before a work order is created. Wherever residents report issues today, your portal, your phone number, or a text line, Latchel's AI diagnoses and troubleshoots in that first conversation. 23% of resident inbounds, things like flipping a breaker or resetting a GFCI, never become a ticket at all.

How does Latchel handle after-hours maintenance emergencies?

AI answers instantly and expert humans join in seconds, including on live video calls when seeing the problem helps. 48% of emergencies get de-escalated: the issue is contained, the unit is protected, and the fix is scheduled for business hours, so a 2 a.m. call becomes a 10 a.m. dispatch instead of an overtime callout.

What is an AI call center for multifamily property management?

An AI call center answers every call a community gets, 24/7: maintenance, leasing, residents, owners, and vendors. Latchel's AI resolves what it can, routes the rest to the right person, and delivers clean summaries to email, SMS, or your CRM. For most multifamily operators it replaces the after-hours answering service and backs up the office during the day.

Does Latchel work with onsite maintenance teams?

Yes. Latchel dispatches your own techs and preferred vendors under your rules. Every ticket that reaches them carries the full story, transcripts, photos, and often video, so techs arrive with a complete picture, which drives up first-time fix rate.

How long is the demo?

About 30 minutes. You'll see the maintenance engine and the AI call center running on your workflows, and you'll pick a meeting time right after submitting the form on this page.

Resolve issues before they become work orders.

See the first line of defense running on your communities. 30 minutes, no commitment.

Get a demo