What LatchDesk does — and what it never does

Your properties. Your tenants. Your decisions. LatchDesk handles coordination and communication. You keep all authority.

LatchDesk coordinates communication and follow-up.
Managers keep authority over leases, rent, concessions, critical repairs, Fair Housing-sensitive issues, and expenses above configured thresholds.
Every AI-suggested action can be reviewed, modified, or escalated.

AI boundaries

LatchDesk handles

Responding to leasing inquiries with property information
Classifying maintenance severity
Matching and contacting vendors from your approved list
Coordinating scheduling between tenants and vendors
Sending status updates to tenants
Following up on unresolved items
Flagging renewals at risk
Prioritizing your Action Queue

LatchDesk never

Signs leases, changes rent, grants concessions, or makes legally binding commitments
Approves financial actions above your configured threshold without manager approval
Authorizes critical repairs or lease amendments without manager approval
Handles Fair Housing-sensitive issues without routing them to manager review
Downplays emergencies (gas, flood, fire → immediate 24/7 on-call alert + 911 guidance)
Shares one tenant's information with another
Retaliates against complaints
Acts without an audit trail of approvals, overrides, and communications

The Action Queue is your control panel

Every AI decision is visible. Every action that matters surfaces for your approval. You can override, modify, or escalate anything.

Cost above your threshold

Any vendor estimate or repair cost that exceeds the dollar limit you set goes straight to you for approval.

Emergency classification

If the AI flags a request as life-safety related, it escalates to you immediately — no auto-handling.

AI confidence below threshold

When the model is uncertain about classification, routing, or response, it surfaces the item for your review.

Request flow

Tenant request

AI processes

Auto-handled (routine)

Needs you (important)

Resolved + logged

Your data. Your control.

Encrypted at rest and in transit

Tenant data is never sold or shared

You can export all data anytime

Account deletion removes everything

AI conversations are logged for your audit

Vendor data stays within your organization

Integrations

How LatchDesk connects to your property management system

Buildium live direct API: LatchDesk reads lead contact information, unit availability status, and tenant ledger status for renewal eligibility. It writes back maintenance ticket updates, lead status changes, and communication logs with read/write access limited to Leads, Maintenance, and Tenant Communications modules.

Setup requires a Buildium API key and OAuth 2.0 authorization. If endpoint latency exceeds 5000ms, teams can use CSV export/import as a fallback. Buildium logo use is permitted. Relationship: Integrated Partner, non-exclusive.

Buildium

Property Management SystemIntegrated Partner, non-exclusive

Data in (LatchDesk reads)

Lead contact information
Unit availability status
Tenant ledger status for renewal eligibility

Data out (LatchDesk writes)

Maintenance ticket updates
Lead status changes
Communication logs

Read access

Lead contact information, unit availability status, and tenant ledger status for renewal eligibility

Write access

Maintenance ticket updates, lead status changes, and communication logs

Operational PII is required to communicate with tenants on your behalf.
Analytics are de-identified where the use case allows.
All transport is encrypted with HTTPS/TLS, with role-based access inside your organization.

Security posture

LatchDesk holds SOC 2 Type I for the LatchDesk Production Environment on AWS US-East-1, achieved March 2025. LatchDesk also completed an annual third-party penetration test in April 2026. Data is encrypted with AES-256 at rest and TLS 1.3 in transit.

RBAC roles: Admin, Portfolio Manager, Site Coordinator, View-Only.
MFA via Auth0; SAML SSO available for portfolios above 500 units.
Immutable audit logs cover agent-proposed actions and human overrides, retained for 12 months.
Communication logs are retained for 3 years; PII is retained for the active contract plus 90 days.
Tenant data purge is completed within 30 days of contract termination.
Subprocessors: AWS for infrastructure, SendGrid for email, Auth0 for identity.
Data residency: US-East-1 by default.

Human authority boundaries

LatchDesk may classify maintenance requests, extract lead data, and flag renewal dates automatically. Human approval is always required for lease signatures, rent concessions, expenses above $250, and Fair Housing-sensitive disputes.

Any sentiment score below -0.6, indicating angry or urgent language, triggers immediate human escalation. Users can reject and rewrite an AI-proposed action from the Action Queue; corrections feed the prompt-tuning layer.

Customer data is not used to train global models without explicit opt-in.

Designed for property management compliance

Fair Housing-aware leasing responses — no protected-class questions, income-only qualification

Audit trail for every AI decision and communication

Role-based access controls within your organization

Data retention and deletion aligned with state landlord-tenant laws

Encrypted data handling following industry best practices

Encrypted transport (HTTPS/TLS) and role-based access controls

What this looks like in practice

Operators using LatchDesk keep decision authority while removing coordination work. Across participating portfolios, 100% of external-facing communications are reviewed by a human before sending.

Meridian Vista Properties

Regional multifamily operator · Atlanta, GA · 412 units across 6 assets

"The shift wasn't about replacing the coordinator; it was about removing the noise. We stopped spending three hours a morning just sorting through 'is this unit still available' emails and started actually closing leases."

Elena Vance, Director of Operations, Meridian Vista Properties

Methodology: Buildium timestamps compared with LatchDesk Action Queue resolution logs.

Representative aggregate results from LatchDesk system audit logs. Results vary by portfolio configuration, staffing, and connected systems.

Emergencies are never left to AI

If a tenant reports a gas leak, flooding, fire, carbon monoxide, or any life-safety issue:

1
Manager is immediately alerted
Push notification + SMS + email
2
Tenant receives 911 guidance
Clear instructions to call emergency services first
3
Issue is never downgraded or delayed
Emergency classification locks the priority until resolved
4
AI does not attempt to "handle" emergencies
It escalates immediately and logs the incident for your record