 podcast, Juliette Hughes, Head of PM Advisory at Ailo, joined Kylie Walker to explore the forces reshaping the property management industry. 

Property Management Growth and Transformation with Juliette Hughes

 is a must-listen for property managers ready to future-proof their businesses.

Juliette opens up about her personal journey through burnout—a challenge many property managers will relate to. After years in traditional agencies, she found herself questioning the way property management had always been done. Long hours, constant stress, and outdated systems were taking a toll.

Her breakthrough came when she joined Ailo and realised just how much could be done differently with the right technology and mindset.

“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

One of the core themes in the episode is the broken relationship between property managers and clients. Juliette points out that decades of reactive service and poor communication have eroded trust. But she’s also hopeful—and practical—about how to fix it.

It starts with mindset. Many property managers have fallen into the trap of believing that conflict and burnout are inevitable. But they’re not.

Agencies that build trust and transparency are not only retaining more landlords—they’re growing faster.

With tools like Ailo, property managers can automate admin, respond faster, and deliver a more proactive service.

The role of leadership in agency transformation

Juliette also highlights the critical role leaders play in driving change. 

“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.”

For agencies serious about scaling, the message is clear: leadership, mindset, and technology must work together.

There’s so much more in the full episode—from practical tips on easing the day-to-day grind to a candid look at what it takes to transform your agency for the better.

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

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

White

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

Cloud

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.

Ailo is a powerful, all-in-one property management platform designed to handle payments and accounting, communication, and workflows. Unlike legacy property management software, Ailo helps property managers move beyond admin tasks and focus on building strong relationships with homeowners and renters.

 said Ailo had proven to be a beneficial addition to the LJ Hooker business partner ecosystem.

“We’re seeing LJ Hooker property managers extract efficiencies, improve their service offering and improve margins through adoption of the Ailo platform,” he said. 

A number of LJ Hooker offices have already found success on the platform, including 

Shane Colquhoun’s award-winning business in Nerang

Since migrating to the Ailo platform last year, Shane said his team has never been happier: they’ve 

dramatically reduced the hours spent on administration

, arrears sit below 1%, clients are happier, and they’ve even had creditors ringing to say thank you because they are getting paid faster.

“I've never seen anything like it. The platform truly is working for us. It’s a better experience for everyone,” he said.

Ailo Head of Enterprise Sales Benjamin Ling said the team was thrilled to partner with LJ Hooker, an industry leader embracing cutting-edge technology to deliver a competitive advantage to their network.

“We love partnering with progressive industry partners like LJ Hooker, which not only wants to provide a superior customer experience, but also shares our vision of transforming the property management industry,” he said.

“The future of property management is centred around the customer experience. And the Ailo platform is the only all-in-one property management software on the market built from the ground up to help agencies deliver exceptional customer experiences efficiently.”

Benjamin said the future of property management is that it becomes the growth engine for real estate agencies; the part of your business that nurtures strong relationships with everyone in your community.

LJ Hooker Group has been pioneering real estate since opening its first LJ Hooker office in Maroubra, Sydney, in 1928. Since then, it has expanded internationally to provide a comprehensive range of residential and commercial real estate services in Australia and New Zealand. 

Collectively, the LJ Hooker Group comprises one of the largest residential and commercial sales and property management networks, with 420 offices and a team of 4,300 sales professionals, property managers and support staff. Visit 

Ailo is a groundbreaking property management platform that enables agencies to adapt to rising consumer expectations, attract and retain top talent, and unlock new commercial opportunities to build more profitable businesses. 

It is the only all-in-one property management software system that 

, accounting, and compliance, consolidates all 

, and empowers teams to deliver exceptional service. Founded in 2017, Ailo has helped 250,000 property managers, property investors, renters, and tradies work more efficiently together. Visit 

LJ Hooker Group welcomes a new era of property management with Ailo partnership

Winning in real estate takes more than just making calls—it’s about building strong, lasting relationships. No one knows this better than 

 from Ray White Dapto, who recently took home the top prize in the Property Management category of Ray White’s Real Estate of Origin competition in March.

The Real Estate of Origin competition is a high-energy, high-stakes challenge where Ray White teams from across the country battle it out to generate the most new business in a single day.

Her secret to success? A relentless focus on building trust through transparency, exceptional customer communication, and using Ailo to give property investors a better experience than they can find anywhere else.

Stephanie’s win wasn’t just about making calls—it was about delivering a service that landlords can’t get anywhere else. That’s where Ailo comes in.

“Ailo offers transparency to our owners,” she said. "They can log in, see their money, and withdraw it whenever they need to.”

Communication is the single biggest driver of customer satisfaction

Beyond financial transparency, Ailo has transformed how Stephanie’s team communicates with landlords.

“The built-in messaging system is a huge win,” she said. “Landlords love being regularly updated on everything—lease renewals, repairs, payments. Having that system in place means we’re always on top of communication.”

Ailo makes sure that communication is always open, and that’s a great tool for property managers.”

Industry data shows time and time again that communication is the number one driver of communication. 

The Ailo platform brings conversations and key information together, so property managers can connect, collaborate and deliver exceptional customer experiences.

With better tools, stronger relationships, and a commitment to exceptional service, Stephanie and her team at Ray White Dapto are proving that growth isn’t about luck—it’s about strategy.

“We’re really excited about the future,” she said.

And after a win like this, it’s clear that this is just the beginning. “In the last 12 months, we’ve grown by at least 50 new managements."

How Stephanie dominated Ray White’s Real Estate of Origin competition in NSW

Since migrating to the Ailo platform last year, Shane said his team has never been happier. 

They’ve dramatically reduced the hours spent on administration, arrears sit below 1%, clients are happier, and they’ve even had creditors ringing to say thank you, because they are 

Shane Colquhoun is no stranger to the property management industry. As the 

, he’s seen it all—the challenges, the changes, and the opportunities that come with running a modern agency. For Shane, staying ahead means embracing new ways of working, and that’s exactly why he made the move to Ailo.

Accountability & transparency: a game-changer for principals

“As the principal, I love it. I really like the accountability measurements that are there,” Shane said. “It’s got very in-depth reporting, which is better than what I’m used to seeing at the end of each month from our old system.”

For Shane, visibility isn’t about micromanagement—it’s about empowering his team.

“The team have full visibility of the stats and numbers, giving them the insight and tools to improve—ultimately fostering greater accountability and empowering them.”

Shane believes this level of insight benefits everyone—property managers, investors, and renters alike. 

“The investor is on the same page, the renter is on the same page, the property manager is on the same page, and the business has the visibility it requires.”

Why Shane loves Ailo—as a property investor himself

What's New in Ailo

1 May 2025

Bond ledger chaos in trust accounting? Not on our watch. 🧾

“Love this! No more sticky notes at my end!”

Questions?

Redact emails without raising a support ticket ✂️

Renters can now manage their rent reminders 🔔

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