As co-owner of a high-growth agency in the NSW Southern Highlands, she’s seen plenty of property management tools over the years, and learned to approach new tech with a healthy dose of skepticism.

But when she saw what Ailo’s AI-powered inspections and 360° cameras could do, she was floored.

In just a few days, her team at Ray White Mittagong tripled their daily inspection output – with no burnout, no extra staff, no compromise on quality:

✅ Tripled inspection output per team member
✅ Maintained high-quality reporting
✅ Impressed VIP investors on the spot
✅ Reinforced a $150/year tech fee with zero pushback

From one report a day to three, without cutting corners

Katelyn had built a dedicated team of inspection hosts who focused solely on condition reports and routines. It was an investment she was happy to make. Quality came first, always.

“Our inspection hosts were spending a couple of hours on each ingoing,” she said. “We wore the cost, because we believe in quality over quantity – especially for ingoings.”

But that kind of time commitment also made it hard to scale. Her team had limits, and growth in the rent roll meant added pressure on everyone involved.

Then, after rolling out Ailo’s new inspection AI and 360 camera tools, everything shifted. The team wasn’t working harder – they were working smarter.

The AI helped generate accurate room descriptions quickly. The 360 camera captured a detailed visual record, from ceiling to floor. And Ailo’s interface made it easy to combine both into one consistent, compliant report.

In a single day, her inspection host completed three full ingoing condition reports – something that used to take 4 hours just to get one done. 

The benefits of Ailo’s AI-powered inspections weren’t just felt inside the business. Katelyn quickly saw how the tech helped deliver a more professional, transparent experience to her investors.

At a $2,800-a-week rental, Katelyn invited the owners to observe a recent ingoing inspection. But instead of talking through what the new tools could do, she let the experience speak for itself.

“I said, ‘Go on, you give it a try.’ They pressed the little star button in the Ailo app and watched as it picked up everything — curtains, carpet, windows, the condition of each. They were amazed with what it picked up and how it worked.”

It was a defining moment. The technology didn’t just help her team move faster – it delivered immediate, visible value to her clients. And that helped reinforce the agency’s $150/year advanced technology fee without hesitation.

“We didn’t have to justify our fees,” Katelyn said. “They could see exactly what they were paying for.”

That kind of visibility also supports her team’s philosophy of personalised service.

“We don’t look at our portfolio as a whole. We look at individual property owners,” she said.

Some investors want hands-on detail. Others prefer simple summaries. With AI-generated reports to speed things up and immersive 360 walkthroughs so investors can see, Katelyn’s team can offer both without doubling their workload.

As a result, they’re now reviewing how inspection services are packaged and priced, with the goal of aligning technology use to investor expectations.

Scalable, repeatable, and ready for growth

For Katelyn, the most valuable part of the shift has been reclaiming time without compromising the quality of service.

White

What started as a trial turned into a turning point. With Ailo’s new inspections experience, her team now completes more reports in less time, impresses investors with clear, visual and immersive reporting, and opens up revenue opportunities – all without expanding the team.

Book a demo

She’s hard to impress – then her inspections team 3x’d productivity

Once little more than a buzzword, ‘transparency’ was frequently promised by property management agencies—but rarely delivered. It wasn’t for lack of effort; legacy systems simply weren’t designed with transparency in mind, and the patchwork of add-ons and plug-ins meant to bridge the gap often made things worse.

Today, Ailo is changing that. With transparency built into the platform from the ground up, agencies of all sizes can now genuinely deliver on that promise. The result? Clearer communication, stronger trust, and real-world benefits for renters, property investors, and agencies alike.

Here’s how three forward-thinking agencies are finding success - just by using the transparent tools Ailo was designed to provide.

The Ailo advantage: transparency as a catalyst for growth 📈

Ailo's commitment to transparency is yielding measurable benefits:

 Real-time access to financial data and communication fosters trust between property managers, landlords, and tenants.

Streamlined processes reduce administrative burdens, allowing teams to focus on value-added services.

: Agencies leveraging Ailo's transparent systems differentiate themselves in a crowded market, attracting and retaining clients more effectively.

In an industry where trust and efficiency are paramount, Ailo's transparent platform is not just a tool—it's a transformative force driving success for agencies nationwide.

Interested in seeing how Ailo can enhance transparency and efficiency in your agency? 

Why 'transparency' isn’t just a buzzword for these three agencies 

In property management, standing still isn't staying safe — it's falling behind.

Adopting new technology can feel overwhelming, and while it might seem easier to delay change … inaction more often than not, comes at a cost.

How do you know you if your business needs change? The warning signs are there - you might not see them at first, but once you do they’re impossible to ignore.

Here’s how leading agencies across Australia have identified those red flags and in turn overcome the costs of doing nothing.

🚩 Your business is inefficient and at risk

Many agencies are still running on outdated legacy systems that weren’t designed for today’s demands. Switching between platforms, double-handling data, and managing patchwork processes slows everyone down — and introduces risk.

Lisa Hyland knows the toll that takes on a team.

Cloud

🚩 You’re spending more money than you need to on outdated legacy systems

You might not see it on the P&L right away, but outdated infrastructure costs more than you think — from unnecessary banking fees and compliance overheads to missed revenue opportunities.

Colin Walsh saw it clearly after switching to Ailo.

When modern platforms handle the heavy lifting, you stop leaking money on outdated processes — and start investing where it counts. 

🚩Your talented team is close to burnout

Great property managers are the cornerstone of all successful agencies, but they’re hard to keep if your systems wear them down. Manual tasks, reactive workflows and inefficient tech that make its impossible to switch off leads directly to frustration, fatigue, and churn.

Shane Colquhoun saw the shift when his team found space to do more meaningful work.

When you give your team the right tools, they don’t just stay — they thrive. Read more about Shane and his team 

🚩You’re squandering opportunities to grow

Growth sounds exciting — until your systems hold you back. Without the right tools, it becomes harder to scale without stress. With outdated systems, more managements requires more work and more complexity, and that can quickly overwhelm even experienced teams.

Sam Borner’s team faced that challenge head-on.

The right platform unlocks capacity — without adding more hours or headcount. Check out Sam's full story 

🚩 Your clients are growing increasingly dissatisfied

Today’s landlords expect more — more transparency, faster response times, and better service. When your internal systems lag behind, your customers feel it. And in a competitive market, that’s a dangerous position.

The result of modernising? Happier clients and healthier cash flow.

Better visibility isn’t just good for your team — it builds trust with your clients too.

Inaction has tangible costs. By sticking with outdated systems and delaying transformation, agencies risk operational inefficiencies, financial losses, employee burnout, missed growth, and poor customer experience.

But it doesn’t have to be that way. With Ailo, agencies across Australia are evolving their business models — and seeing results that are hard to ignore.

Schedule an Ailo demo

Pink

The real cost of standing still in property management

This story was shared live at Ailo’s Mecca event in Melbourne, where 

 joined a panel to talk candidly about simplifying systems, reducing burnout, and building a business that scales with confidence.

 manages over 1,000 properties—and with that comes serious operational complexity. But Principal Jess Densley, a highly regarded real estate systems and process coach based in Melbourne, knew there was a better way.

Jess has built a national reputation for helping real estate professionals improve their systems, streamline their operations, and lead with structure. So when he turned his attention to simplifying his own business, it was no surprise that Ailo became a core part of that transformation.

“We needed to make changes”: Why Jess made the call

“We have 25–30 staff, great market share in sales and PM,” Jess said. “But there were so many systems—and so much cost.”

As a business owner who trains others to work smarter, Jess practiced what he preaches. “Like any business owner should, every month and every quarter we looked at the programs we were using—two of this, two of that. It was very confusing.”

The first step was reducing cost and complexity. “When I wanted to get more involved in PM and drive growth, that was the first thing that struck me. We needed to make changes.”

“I can sit here today and say, hand on heart, I did not get one phone call through the whole transition—and I probably still haven’t to this day. That tells me it was a good transition.”

But for Jess, this wasn’t just about software. It was about protecting his team from industry-wide burnout.

“In my travels in Victoria, especially, I’ve heard so much about property managers leaving the industry because they’re burnt out—leadership fatigue, property investor and renter fatigue,” he said. “We feel like we’ve ticked those boxes.”

Ailo also reinforced one of the agency’s biggest strengths: service.

“We’re really big on customer experience,” Jess said. “Ailo has been great for that—everything’s transparent across our business.”

“It was just mayhem”: How Aylish found calm in the chaos

While Jess focused on systems and strategy, Aylish Campbell, a property manager at Ray White Warrnambool, was living the day-to-day reality of those complex tools.

“Oh my gosh, I had books and books and books of notes,” Aylish said. “Just trying to learn is just mayhem. I’ve got to go to this tool to do this small part of whatever I’m doing... it was so back and forth.”

“I think that’s a massive part of why we’ve been so successful growing—it is just so simple,” she said. “There’s no jumping back and forth. You’re doing everything on Ailo.”

With her whole workflow in one place, Aylish found her rhythm again. “

She’s no longer staying late to catch up—or mentally clocking overtime.

“I’m clocked on at 9:00, I’m going home at 5:30. No more having to stay that extra half an hour, do one more email.”

And she’s feeling it, not just seeing it.

“Being able to tick things off and visibly see that work is actually getting done—it just makes you feel like, ‘Yeah, I did get today’s work done.’”

From principal to property manager, the shift to Ailo gave the Ray White Warrnambool team what every agency wants: time back, clarity across the board, and confidence in the future.

Drowning in systems? Ray White Warrnambool shows the way out

How agencies handle rent, bill payments, and financial transactions plays a crucial role in efficiency, compliance, and customer satisfaction in property management.

While traditional trust accounting has long been the standard, newer models that prioritise automation, efficiency and direct payments are reshaping the industry.

This article explores the key differences between these models, their advantages and drawbacks, and introduces a hybrid approach that combines the flexibility of ‘direct to landlord’ accounting with the security and control of trust accounting.

Below is a quick guide to what we’ll cover in this article:

What is traditional trust accounting in property management

What is ‘direct to landlord’ (or trustless) accounting

For decades, traditional trust accounting has been the industry standard for property management agencies. This model requires agencies to hold rental funds in a dedicated trust account, ensuring compliance with strict financial regulations.

 – Trust accounts are familiar to property investors, renters, and auditors.

More time to manage investor cash flow issues 

– With mid and end-of-month disbursements, funds move at a slower pace, giving property managers more time to resolve issues that could impact a property investor’s cash flow.

Aligns with historic compliance standards 

– Trust accounts operate within an established legal and financial framework, which makes it straightforward when dealing with questions of compliance from auditors and cautious investors.

 – Trust accounting involves significant manual work– including receipting, reconciliation, and audits – which don’t add any customer or business value.

Rigid structure means less flexibility for customers

 – Traditional trust accounting can be inflexible when it comes to payment methods, visibility into payments, and customer preferences.

 – Traditional trust accounting relies heavily on manual data entry, reconciliation, and reporting. Mistakes such as incorrect allocations, missed transactions, or delayed processing can cause significant disruptions and require time-consuming corrections.

 – Because funds are pooled in a trust account, agencies must have strict controls in place to prevent unauthorised access, mismanagement, or fraudulent activity. Trust account fraud can have serious legal and financial consequences, and compliance regulations require rigorous oversight to mitigate these risks.

 – Because traditional trust accounting is highly manual and lacks real-time visibility, key team members often struggle to take time off. If an agency relies on a single person to manage trust accounting, it can be challenging to step away without causing delays or disruptions.

 – Property managers often find end-of-month and EOFY processing overwhelming, as it requires halting other work to focus on reconciliations and disbursements. This creates high-pressure deadlines and limits the ability to focus on customer service and other important business activities.

Examples of legacy trust accounting software providers

Console Cloud, Property Tree, and PropertyMe are widely used legacy trust accounting software designed for property managers.

Direct to landlord property management (sometimes called trustless, trust-free, no-trust accounting, or automated direct payments) is a modern approach that eliminates the need for agencies to hold rental funds in a traditional trust account. 

Instead, all payments are automated, moving directly from the renter to the property investor, with deductions such as management fees and bills processed along the way, without being held in any kind of account that people have access to.

Pros of ‘direct to landlord’ accounting

 – ‘Direct to landlord’ systems reduce the need for manual handling of funds, minimising human error and removing the complexity of trust account regulations, audits, and reconciliations.

 – Without funds being held in a trust account, the risk of mismanagement or fraud is significantly lowered. Every transaction is transparent and recorded in a secure digital ledger that only authorised parties can access in real time.

More transparency provides a better experience for everyone 

– This model enables real-time rent payments to property investors, eliminating end-of-month delays and improving cash flow. Many platforms also provide real-time tracking, giving property managers and investors complete visibility into transactions. Agencies that prioritise transparency will stand out in a competitive market.

Provide more cash flow options to renters and investors.

 Offer more ways to pay rent and bills like via credit and debit cards.

 – Agencies can save significant time by eliminating manual receipting, reconciliations, and end-of-month reporting, allowing teams to focus on customer relationships and business growth.

 – Trust accounting often comes with additional costs, such as auditing and bank fees. A ‘direct to landlord’ significantly reduces and in some cases eliminates these expenses.

Cons of ‘direct to landlord’ accounting

Limited flexibility and compatibility with all payment scenarios

– In some states, agencies need to maintain a trust account to process bonds and Centrepay payments. ‘Direct to landlord’ systems also can’t support complex payment setups like those in commercial leases or social housing, limiting their use as a universal solution.

– Many renters and property investors are accustomed to traditional trust accounting and may take time to adjust to a new system or prefer their funds are held in trust.

 – Change can be difficult, especially in an industry that has long relied on trust accounts. Adjusting to a new way of handling payments and reconciliations can require training and a shift in mindset for some property managers.

Example of ‘direct to landlord’ accounting software for property managers:

Managed App and Kolmeo are examples of property management software that use ‘direct to landlord’ (or trustless) accounting, automating payments without a traditional trust account.

At Ailo, we believe in choice. That’s why we offer 

 that gives agencies the flexibility to process payments via a trust account or via automated ‘direct to landlord’ payments —whichever suits their business and their client's best.

 Give investors and renters greater flexibility. Let them choose the payment approach that suits them best—like instant access to rental income for investors or more ways to pay rent and bills, including Visa and Mastercard credit cards.

Real-world flexibility to handle complex payment scenarios. 

Enjoy the transparency and efficiency of the ‘direct to landlord’ model, while still being able to handle complex payment scenarios like bonds, Centrepay, commercial leases, and social housing.

 Automated payments, investor statements, and rent reminders reduce manual admin and improve accuracy. Property managers report saving 6–10 hours per week and seeing a 65% drop in overdue tenancies. End-of-month processing and team leave are no longer disruption points.

Confidence in a shifting regulatory landscape. 

Navigate a complex and ever-evolving regulatory environment, so you can operate with confidence.

It’s easy to gradually move toward a more automated, efficient payments workflow, without disrupting your day-to-day operations.

 Autopay and expanded payment options mean suppliers get paid quickly—often faster than industry averages.

 – The platform adheres to strict compliance and risk management protocols to protect user funds. 

Always know what’s going on– no surprises.

 Everyone can see payment history, real-time balances, transfers, and upcoming bills at a glance. That means no more end-of-month surprises or “paid-to” phone calls.

None

Property Manager

Property Investor

Renter

Tradie

Business Owner

Legacy systems that rely solely on trust accounting can be rigid and time-consuming. They offer limited visibility into payments, force agencies to follow strict trust account rules, and create unnecessary administrative bottlenecks—especially at the end of the month when everything grinds to a halt.

On the other hand, ‘direct to landlord’ models like Managed App remove the complexity of trust accounting but lack flexibility for agencies that still need trust accounts for certain scenarios.

Ailo’s choice model allows agencies and their customers to choose the best option for them. Whether a property investor prefers the familiarity of traditional trust accounting or opts for ‘direct to landlord’ payments, Ailo supports both seamlessly. Automation is built into the platform, so property managers can remain agnostic—neither option creates extra work. The result: more choice for clients, with no added burden for your team.

Ultimately, understanding your options and technology available will help you make an informed choice that aligns with your agency’s goals. Each agency’s situation is unique, but the overarching goal remains the same: safeguarding client funds and ensuring trust is paramount.

Get a demo

Chat to Catherine

Sky Gradient

Frequently asked questions about payments & accounting in property management

Trust accounting vs. ‘direct to landlord’ payments: Why the new choice model wins in property management

The property management industry is shifting, and a new wave is building. 

Up until now, property management has been seen as  collecting rent, finding tenants, and fixing things when they break. The entire industry—its revenue models, technology, and even its culture—was built around this concept. Success was measured by efficiency—how fast you could collect rent, find tenants, and handle repairs. And, innovation in the industry focused on improving these processes.

But expectations have changed, and property investors, renters, and homeowners want more. They want a seamless experience, proactive insights, and more value. 

Now, the third wave of property management is here, and it’s being driven by something much more powerful: service, experience, and relationships.

The property management industry has evolved through three major waves of transformation, each reshaping how agencies operate:

– Paper-based processes were replaced with software, helping agencies manage leases, payments, and maintenance more efficiently.

– Systems moved online, allowing for remote access, automation, and greater collaboration within teams.

The third wave: Customer experience and service

 – The industry is now shifting away from pure efficiency and toward delivering greater value through service, relationships, and advisory support.

The first two waves of innovation in property management were groundbreaking at the time, but they were ultimately about making the 'old ways', faster

This third wave is fundamentally different. It’s not just about doing the same things faster; it’s about redefining what property management can be.

The right tools and technology are critical to catching the third wave

Old technology is holding the industry back. Legacy systems aren’t solving these problems and pressure is mounting on property management businesses.

Service standards are rising everywhere, and property management is no exception.

They’re caught between high expectations and time-consuming admin.

Business owners are competing on price more than service.

 Instead of offering more value, many feel forced to cut fees just to stay competitive.

These pressures make it increasingly difficult to scale, retain great staff, and meet rising investor expectations. The key to easing this strain is moving away from legacy systems and adopting technology that expands the scope of property management services and lets you deliver exceptional, personalised service at scale.

By implementing systems that allow teams to focus on delivering exceptional service, agencies can attract more clients, drive higher revenue, and confidently charge premium fees.

Real-world success: how Ailo is helping agencies lead the third wave

Ailo isn’t just another tool—it’s a fresh approach to property management. Ailo is designed to help businesses grow by focusing on service, not admin. It helps agencies:

Deliver a better experience for investors.

 More transparency, more control, deep personalisation, and fewer friction points.

Make property management a more rewarding, less stressful job

Less time on admin, more time on meaningful work, better job satisfaction, and easier recruitment.

When relationships are strong, agencies can expand into new services and markets. A better service experience means more referrals and portfolio consolidation.

– No more juggling multiple platforms. Ailo replaces outdated trust accounting and admin tools with a single, streamlined solution.

 – Every conversation, update, and transaction in one place, so nothing falls through the cracks.

Property managers should be relationship managers

 – Significantly reduce the admin so there is capacity to focus on value-added service. Rent is processed instantly, so investors get their money sooner. Maintenance, inspections, and everyday tasks are simpler and more efficient.

Investors and renters deserve more choice

 – Less friction, more flexibility, and a better overall experience. Give your customers more choice without burning out the team.

Lavender

The third wave is here—will you catch it?

The industry is changing, and those who adapt first will gain the biggest advantage. Businesses have three choices:

 But that means more admin, tighter margins, and growing pressure.

But standing still while others innovate means falling behind.

Businesses that embrace change now will set new service standards, attract more investors, and build stronger rent rolls.

Ailo helps businesses take that third path: transforming property management from a process-driven industry into a service-driven and advisory-focused one.

The third wave of property management is here. Agencies that recognise this shift and expand their services will build stronger connections, grow their businesses, and charge higher fees as a result.  Are you ready?

Catching the third wave of property management—how service-driven agencies will win big

The new partnership is set to transform service delivery in property management businesses across Australia, and help the LJ Hooker network lead in consumer experience.

, a leading Australian real estate group, has partnered with 

, a groundbreaking property management platform, to assist its franchise network to lead in consumer experience and unlock new commercial opportunities.

Podcast | Property management is changing – are you keeping up?

From burnout to breakthrough

“It was the first time I could see a new way of doing property management… and I just couldn’t go back.”

What’s broken—and what needs to change

The role of leadership in agency transformation

“It’s not just about having a better system—it’s about creating a culture where your team actually wants to deliver a great experience.”

Listen to the full conversation