PropOps uses five account types to reflect the different roles in a property maintenance operation. Your account type determines which parts of the platform you can access and what actions you can take.
Permissions within each account type are configurable by your administrator. The capabilities described below are what each type can do when fully enabled — your organisation may restrict or expand individual permissions through role-based access control (RBAC). You cannot change your own account type or escalate your own permissions.
Staff
Agent
Contractor
Landlord
Tenant
Staff
Staff accounts belong to your internal operations team. They have the broadest access on the platform and are responsible for managing the system, other users, and day-to-day operations.What staff can do
- Create, manage, assign, and close jobs across all branches
- Manage Agent, Contractor, Landlord, and Tenant accounts
- Configure branches, SLA settings, and job types
- Access financial records, invoices, and payment data
- View and manage system settings, notifications, and integrations
- Run AI-assisted reports and analytics
- Review the activity log, email log, and security events
- Manage permissions and roles for all other account types
Typical use cases
- Property management company operations staff handling the full job workflow
- System administrators configuring and maintaining the platform
- Finance team members generating invoices and reconciling payments
- Directors or managers reviewing analytics and branch performance
How permissions work
Staff permissions are organised into a privilege-level hierarchy. Higher-privilege staff members can assign permissions to lower-privilege accounts, but cannot grant permissions above their own level. This prevents privilege escalation.Specific capabilities — such as access to financial data, security settings, or the ability to override SLA rules — are individually toggled by an administrator with sufficient privilege. Your administrator can tell you which permissions your account has.Staff accounts are the only account type that bypasses the email verification security check. All other account types must verify their email address before accessing the platform.
Agent
Agent accounts are for letting agents and property management staff who handle properties and branches on behalf of landlords. Agents are typically assigned to one or more branches.What agents can do
- Create and manage jobs for properties within their assigned branch(es)
- Add case notes, upload documents, and communicate via email threading
- View and interact with contractor assignments on their jobs
- Access branch-level SLA status and performance data
- View tenant and landlord details relevant to their jobs
- Raise recalls on completed jobs and submit amendment requests
Typical use cases
- Lettings agents logging maintenance requests reported by tenants
- Property managers tracking job progress across a branch portfolio
- Branch supervisors monitoring SLA compliance and contractor performance
How permissions work
Agent permissions are scoped to the branches they are assigned to. An agent cannot see jobs, properties, or data belonging to branches outside their assignment unless sharing rules have been configured by a staff administrator.Within a branch, individual capabilities — such as the ability to approve jobs, view financial data, or manage contractors — are controlled by your administrator. Agents cannot view or modify their own permission set.Contractor
Contractor accounts are for trade professionals and their companies. Contractors receive job assignments, carry out works, and submit completion evidence through the platform.What contractors can do
- View jobs assigned to them, including property details and access instructions
- Update job status as work progresses
- Add case notes and upload photos, videos, and documents to a job
- Submit amendment requests when job scope or details need to change
- View their own trade certifications and document records
- Log time ranges for attendance on site
Typical use cases
- Plumbers, electricians, and general maintenance contractors receiving and completing jobs
- Contractor companies managing multiple operatives across a region
- Trade professionals uploading completion evidence such as certificates or inspection photos
How permissions work
Contractors can only see jobs assigned to them. They cannot see other contractors’ jobs, access financial invoicing data, or view unrelated tenant or landlord records.Contractors who are required to hold trade certifications or identity documents must submit these for approval before gaining full access to the platform (see the document approval guard). Once approved, their certifications are tracked and they receive reminders when documents are approaching expiry.Individual permissions — such as the ability to raise recalls or submit amendment requests — are configured by your administrator.Landlord
Landlord accounts give property owners a read-focused view of works carried out on their portfolio. Landlords are associated with specific properties and can monitor job status without needing to interact directly with day-to-day operations.What landlords can do
- View jobs raised against their properties
- Read case notes and updates added to jobs on their portfolio
- Access documents attached to jobs (where permitted)
- Receive notifications about key job milestones
Typical use cases
- Buy-to-let landlords wanting visibility of maintenance activity without calling their agent
- Portfolio landlords reviewing work history and compliance documentation across multiple properties
- Landlords approving or monitoring significant works before they proceed
How permissions work
Landlords are scoped to their own properties. They cannot access jobs, tenants, or financial records belonging to other landlords.The level of detail a landlord can see — for example, whether they can view financial invoices or see tenant contact information — is configured by your administrator. By default, landlord access is intentionally limited to protect tenant privacy.Tenant
Tenant accounts allow occupants to report maintenance issues and track the progress of repairs at their property. Tenant access is deliberately limited to protect the privacy of other tenants and sensitive operational data.What tenants can do
- Report new maintenance issues
- Track the status of jobs raised at their property
- Receive notifications when a job is updated, a contractor is assigned, or a repair is completed
- View case notes and updates shared with them on their job record
Typical use cases
- Tenants reporting a broken boiler, leak, or electrical fault
- Occupants checking when a contractor is expected to visit
- Tenants receiving confirmation that a repair has been completed
How permissions work
Tenants can only see jobs associated with their own property. They cannot view jobs at other properties, access contractor details beyond what is needed for their job, or see financial data.Tenant data is subject to the strictest privacy controls on the platform. Personal information such as contact details is encrypted at rest, and your administrator can generate a full GDPR data export for any tenant on request.Tenants can request a copy of all personal data held about them at any time. Ask your property manager or agent to initiate a GDPR data report on your behalf.
Privilege levels and permission assignment
All five account types use role-based access control (RBAC). Permissions span more than 30 categories — covering jobs, users, contractors, financial data, admin settings, and more.
Key rules to understand:
- Your administrator assigns permissions — you cannot grant yourself access to areas you do not already have permission for.
- Privilege levels are hierarchical — a staff member can only assign permissions up to and including their own privilege level. No one can grant a permission they do not hold.
- Account types are fixed at creation — only a staff administrator can change your account type. If your role changes, contact your administrator.
If you believe your permissions are incorrect or you need access to a part of the platform that is currently restricted, speak to your organisation’s PropOps administrator. 
