AI, Automation and Accountability: How Property Management is Evolving

Driven by sweeping legislative reform, rising customer expectations and advances in AI and automation, managing agents are being challenged to raise their standards, improve transparency, and deliver greater value - all while responding to increasing complexity in leasehold structures and resident engagement.

For those of us in the sector, it’s both a challenge and a huge opportunity.

The Technology Shift: From Manual to Meaningful

Traditionally, block and estate management has been a largely manual and paper-heavy business. But at UKREiiF 2025, experts outlined how the tide is turning — and fast. New technology is fundamentally changing how managing agents work and what clients and residents can expect from them.

One headline insight: AI-led document checks are now reportedly 90–95% accurate, dramatically reducing the time needed to review legal, financial and compliance materials. These tools not only speed up onboarding and admin but help reduce costly errors - allowing staff to spend more time on the human side of service.

Maintenance is another area undergoing transformation. Automated scheduling and tracking of repairs and inspections mean fewer missed tasks, less reactive firefighting, and better long-term asset performance. For residents, this translates into greater confidence in the people managing their homes. For developers and freeholders, it means fewer complaints and improved brand reputation.

At Glide, we’ve invested in these very tools - not to replace people, but to empower them. Automating repetitive processes means our teams can focus on what really matters: clear communication, proactive planning, and excellent resident relationships.

Accountability is the New Standard

Technology on its own is not enough. As one Joe Goss, FixFlo put it: “The direction is clear - raise standards, deliver transparency, and adopt tech that supports both people and performance.”

The Leasehold and Freehold Reform Act 2024 reinforces this push for transparency and accountability. Service and administration charges must now be presented in a clearer, itemised format. Leaseholders expect more clarity, more explanation, and more responsiveness than ever before - and they’re increasingly empowered to take action if they don’t get it.

This means agents must be able to stand behind every decision, charge, and communication, not just to leaseholders but to developers, residents’ groups and regulators. And to do that effectively, they need systems that can deliver consistent data and a single source of truth.

At Glide, our platform is built around this principle. Our clients and residents can log in and view real-time updates on charges, maintenance schedules and service requests - meaning fewer surprises, fewer escalations, and more trust.

People Still Matter Most

While the tech headlines are exciting, the most important takeaway from UKREiiF was the reaffirmation of the human element in property management. Technology should enable people to do their jobs better, not eliminate the role altogether.

We’ve seen this first-hand. When our teams spend less time on manual data entry or invoice chasing, they’re able to provide a more personal, engaged service. They can build relationships with residents. They can spot issues early and solve them fast. They can anticipate problems before they arise. That’s where real value lives — and where reputations are built.

What’s more, with the sector still largely unregulated, UKREiiF speakers called for greater investment in ongoing training and support. As legislation changes and systems evolve, agents must keep learning — and clients must feel confident that their partners are staying ahead of the curve.

That’s why Glide prioritises training, mentoring and professional development alongside tech adoption. Because we know good tools are only ever as good as the people using them.

The Future of Property Management

If the past decade was about digitising basic processes, the next will be about using that digital foundation to unlock smarter, more accountable, more human property management.

The combination of AI, automation and stronger regulation is setting a new bar — and raising expectations. Agents who fail to evolve will quickly fall behind. But for those ready to embrace change, the future is full of opportunity: to lead, to innovate, and to truly add value.

At Glide, we’re ready. Are you?