How Ray White Unley Simplified Maintenance and Boosted Team Performance with Tapi

Ray White Unley

Location: Adelaide, South Australia

Customer since: 2023

Biggest wins: Seamless inspection integration, stronger reporting, reduced admin, clearer communication

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A Fresh Approach to Maintenance Management

For Lachlan Turner, Operations Manager at Ray White Unley, leading a high-performing property management team means constantly looking for ways to work smarter - not just harder.

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“I’m always reviewing our systems,” Lachlan explains. “Even if I’m happy with what we’re using, I keep meeting with providers because if you’re not moving forward, you’re falling behind.”

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That mindset led Lachlan and his team to Tapi - and within weeks, they knew they’d made the right decision.

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The Challenge: Over-Promised Software, Under-Delivered Results

Before Tapi, the team’s previous maintenance system simply wasn’t keeping up.

It promised end-to-end functionality, but the reality was clunky workflows, missing reporting, and poor visibility across portfolios.

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“We came from a previous software that just wasn’t meeting expectations,” says Lachlan. “There were about a dozen key things it failed to deliver - tracking overdue jobs, understanding trade performance, or even seeing what was outstanding. It all took too much time.”

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When Lachlan heard about Tapi through the PM Collective, he was intrigued. After seeing how established agencies were using it successfully, he decided to make the switch.

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“The setup was incredibly smooth. Everything from our old platform moved over easily, and it was intuitive for our team to start using right away.”

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The ‘Aha’ Moment: Data That Drives Decisions

For Lachlan, the turning point came when he realised Tapi wasn’t just a workflow tool - it was a visibility engine.

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“From an operations point of view, I need strong reporting - things like jobs open for more than 60 days, what trades are behind, and what’s outstanding. Tapi does all of that with a couple of clicks. It’s been a game-changer for oversight.”

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That transparency has helped the team quickly identify bottlenecks and stay proactive across hundreds of properties.

No more chasing spreadsheets or relying on memory - just clear, live data.

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Support That Feels Like a Partnership

Changing software can be daunting. But for Lachlan, Tapi’s approach made all the difference.

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“The knowledge base is excellent. I’m very procedural, so being able to link a property manager directly to a how-to guide keeps consistency across the business,” he says.

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“And the support team - they’re fantastic. I love the conversational tone. It’s not the formal, ‘thank you for your email’ language we see everywhere else. It feels approachable, human, and helpful.”

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That style, Lachlan says, has made Tapi feel more like an extension of his operations team than a third-party vendor.

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Integration That Eliminates Double Handling

One of the biggest wins came with the rollout of Tapi’s integration with Inspection Express.

Ray White Unley | Colonel Light Gardens runs a slightly different model - inspection managers complete routines on-site while property managers stay focused on communication and client relationships.

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“Before the integration, inspection reports created a lot of manual data entry. Now, the inspection manager enters maintenance items while on-site, and they flow straight through to Tapi,” explains Lachlan.

“It even labels the job as coming via an inspection, so if I need to follow up, I know exactly where it originated.”

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This simple change has transformed the team’s efficiency - no more re-entering maintenance notes, no more confusion about where a job started, and clearer conversations with landlords.

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“It’s also great for combining jobs. Sometimes we get five separate issues from an inspection - now we can merge them in Tapi and send them as one clean update to the owner.”

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Accountability in Every Conversation

Beyond efficiency, Tapi has helped the team at Ray White Unley bring more structure and accountability into owner communication.

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“At inspections, we often note things that aren’t urgent maintenance - like structural cracking or general wear. Before Tapi, those items might get glossed over. Now we record them in Tapi, and owners get a clear yes/no approval step.”

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That small feature has had a big impact.

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“It gives us a record of whether an owner has declined a recommendation. In an environment where costs are tight, it’s crucial to know who’s approved what - and it’s all in writing.”

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The Results

• Faster, more confident maintenance decisions
• Seamless integration between Inspection Express and Tapi
• Automated visibility into overdue jobs and trade performance
• Reduced data entry for property managers
• Clear accountability across all maintenance records

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Continuous Improvement, Simplified

For Lachlan, Tapi has become more than just a piece of software - it’s a tool that empowers his team to evolve, adapt, and stay ahead.

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“There’s been nothing since moving to Tapi that’s disappointed us - everything works as promised. It’s specific, it’s powerful, and it’s designed for property management. That’s what sets it apart.”

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