How Lifestyle Group Streamlined Maintenance Across 9,000+ Properties with Tapi

Lifestyle Group Location: New South Wales
‍Portfolio: 9,000+ properties
‍Customer since: 2024
‍Biggest wins: Complete visibility, consistency across offices, reduced admin load, and a better experience for every stakeholder

With over 9,000 properties under management across the Mid-North Coast and Northern Rivers of New South Wales, Lifestyle Group is one of Australia’s largest and most established property management agencies. For Natalie Fel, Head of Property Management, managing maintenance at this scale required a balance of visibility, consistency, and accountability across every office.
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“Maintenance tracking and follow-up were huge pain points,” Natalie explains.
“We had no simple way to ensure maintenance was being actioned consistently across offices, and that caused issues for everyone - tenants, landlords, and our team.”
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The result was a growing administrative load, constant follow-ups, and the risk of jobs slipping through the cracks.

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‍Before Tapi: Too Many Moving Parts

‍Before implementing Tapi, Lifestyle Group relied on manual communication and fragmented tools that couldn’t deliver across a multi-office network.
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“Trying to keep tenants and landlords updated was exhausting,” Natalie recalls.
“Our inboxes were flooded with back-and-forth messages, and every job needed manual follow-up.”
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Some offices trialled alternative software, but it wasn’t built for scale.
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“We tried other solutions in a couple of offices, but only lasted three months,” says Natalie.
“They weren’t intuitive and didn’t deliver what we needed across a large network.”
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When maintenance became a recurring concern across every branch, the tipping point was clear - it was time to centralise and simplify.
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“It was a key issue in all offices for us and something that needed to be addressed across the board.”

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The Shift: Visibility, Confidence, and Control

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‍From the moment Tapi was introduced, the difference was immediate.
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“The onboarding was the most effective, efficient, and seamless process we’ve ever had,” Natalie says.
“Everything was clear, structured, and supported from day one.”

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For Lifestyle Group, Tapi quickly became the single source of truth.It gave the business complete visibility over maintenance, accountability for every job, and clarity for all stakeholders.
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“The transparency for tenants, landlords, and contractors has been a huge win,” she explains.
“Everyone can see what’s happening, where things are up to, and that makes conversations easier across the board.”

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Results That Scaled Nationwide

‍Since adopting Tapi, Lifestyle Group has transformed the way maintenance is managed across its offices. What was once a pain point has become one of their operational strengths.

• Streamlined workflows across a 9,000+ property portfolio
• Unified visibility for tenants, landlords, trades, and teams
• Massive reduction in email volume and manual follow-ups
• Faster turnaround times and fewer outstanding jobs
• Confident staff and happier clients

“Tapi has completely changed how we manage maintenance,” Natalie says.
“Our teams feel more in control, landlords are more confident, and tenants get faster communication. It’s lifted the entire experience.”
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The Lifestyle Group Advantage

‍For one of Australia’s biggest property management agencies, Tapi didn’t just deliver new tools - it delivered a new way of working.
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“It’s transparent, simple, and powerful,” says Natalie.
“Every stakeholder - from tenant, to landlord, to trade to property manager - benefits from the same clear process. For a business our size, that’s a game-changer.”

“Tapi has been the most efficient and seamless implementation we’ve ever done.
It gives our team total visibility and makes maintenance management simple - at any scale.”
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— Natalie Fel, Head of Property Management, Lifestyle Group

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