How Doyle Spillane Real Estate Cut Maintenance Admin to Minutes a Day with Tapi

Doyle Spillane Real Estate

Location: Northern Beaches, NSW (Dee Why)

Portfolio: ~1,300 properties

Customer since: 2023

Biggest wins: Tenant self-serve, lightning-fast owner approvals, automated trade follow-up, PM time reduced to minutes a day

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A Busy Northern Beaches Portfolio, Made Simple

On Sydney’s Northern Beaches in Dee Why, Doyle Spillane Real Estate manages about 1,300 properties. For Director Joe Iemma, keeping maintenance moving used to demand hours of call-backs, email chains, and manual chasing - every single week.

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“Before Tapi it was constant follow-ups - phone calls, emails, tenants chasing us, us chasing owners. No one enjoyed it.”

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Two years after switching to Tapi, maintenance barely registers as a pain point.

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“If I built an ideal week for a property manager now, they’d need maybe 30 minutes a day for maintenance. That’s it.”

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What Changed

1) Tenant reporting that runs itself

Doyle Spillane rolled out Tenant Concierge with QR codes. Now ~70 % of tenants report via Tapi month-on-month.

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“Tenants report 24/7. We hit the desk in the morning, see anything urgent, and act immediately - no phone tag. Your ‘22 hours saved per month’ on tenant reporting feels conservative.”

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2) Owners approve in seconds

Photos/video + guided troubleshooting = instant clarity.

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“My hardest owners used to be impossible to reach. Now they get an email with the video and photos and I get a response back in 30 seconds: ‘Approved.’ I often don’t need to call - they prefer it that way.”

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3) Trades kept honest (without the nagging)

Automated reminders replace manual chasing.

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“We rarely chase bills now. Tapi reminds trades to complete and upload invoices. It’s time back we used to lose at the end of every job.”

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4) Asset intelligence drives better decisions

The team logs assets and past work to decide ‘repair vs replace’ fast.

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“Why spend $300 diagnosing a 10-year-old $700 stove? The record is right there - we make the call and move. That transparency builds trust with owners.”

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5) Fewer follow-ups from everyone

Live status means fewer “any updates?” calls.

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“Tenants can see we’re waiting on owner approval or that a work order’s gone out - plus the trade’s details. The questions disappear.”

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The Ripple Effects

• PM focus restored: from several weekly maintenance blocks to ~30 minutes/day
• ~70 % of tenant requests flow through Tapi (via QR + Concierge)
• Owner approvals arrive in minutes, not days
• Invoices and completions land on time thanks to automated reminders
• Strata follow-through happens (even when they’d rather we stop reminding!)

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“Strata managers ask us to stop the reminders - we don’t. Our landlords want things done. Tapi keeps the follow-up going until it’s resolved.”

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Onboarding & Support That Stick

Tapi’s training cadence and hands-on help made adoption easy - and kept the team using the full capability.

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“Whenever we’ve needed help, you’ve been there. And the product keeps improving; we’re actually updated on what’s new. That’s rare.”

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Joe’s verdict after trying three to four other maintenance systems over the years:

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“Nothing comes close to what you deliver.”

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Results at a Glance

• 1,300 properties on Sydney’s Northern Beaches
• ~70 % tenant maintenance via Tapi Concierge (QR-driven)
• ~30 minutes/day PM time on maintenance
• Owner approvals in minutes with photos/video
• Automated trade reminders = fewer late invoices, faster job wrap-up

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“Tapi turned maintenance from hours of chasing into a quick daily check-in. Owners respond faster, tenants see everything, trades close out properly - and my team gets their time back.”

— Joe Iemma, Doyle Spillane Real Estate