Set for a shake-up: Property management gets digitally disrupted
For SMEs and startups looking to scale, Keyhook’s advice is to seek out service providers that will buy into your vision and adapt to meet your specific needs.
It all started with burnt toast.
When besties-since-kindergarten Luke Nicholls and Aaron Rama met for dinner in Wellington, New Zealand, they didn’t expect their catch-up to spark a business revolution. But they also didn’t expect Luke, then a property manager, to get repeated phone calls from tenants wondering how to turn off a hypersensitive smoke alarm.
These interruptions kicked off a conversation about the endless demands of Luke’s job, and the lack of modern, holistic tech support.
Suddenly, they saw an opportunity to combine Luke’s property experience with Aaron’s background in AI, and they founded their pioneering property management platform, Keyhook, on the spot.
With the help of a payments partner that’s as innovative as they are, the two friends are now on a mission to disrupt an industry bogged down by inefficiency and “clunky” legacy software.
An all-in-one system that reduces repetitive tasks by 30%
According to Luke, property managers have traditionally relied on six or seven separate systems to handle tenant applications, maintenance requests, inspections, documentation, and bond refunds. These existing tools are what he calls “dumb software”—basic platforms that present data without analysis or proactive insights.
What makes Keyhook such a game-changer is that it integrates everything into a single, holistic platform that consolidates tasks and offers AI-driven insights across the entire property management lifecycle.
“Existing software basically just shows you the data you put in, like a dashboard,” Luke says. “But our AI creates insights and proactively supports managers to make better decisions.”
This setup cuts repetitive tasks by 30%, freeing up property managers to focus on more strategic aspects of their business.
Modern tech with manoeuvrability (and a ripper rep)
The fact that Keyhook was built in the “age of AI” gives it another distinct advantage over traditional property management tools, which often struggle to integrate new technology smoothly.
“Most legacy systems were built in the internet age, and maybe adapted for the cloud era,” Luke explains. “But Keyhook is built for the AI era, which means we can make rapid adjustments and improvements to provide a better experience for our customers, without needing to re-architect everything.”
Those customers aren’t just property managers, either. Luke and Aaron are aiming for “a win-win-win” by simplifying life for tenants and landlords as well.
No wonder Keyhook’s growth has been so rapid, and organic. In fact, Keyhook hasn’t done any paid advertising up to this point, and doesn’t even have a sales team. Still, word is spreading.
“Property managers are competitors, but they’re also a close-knit community, and they ask each other about new tech,” Luke says. “There’s also a really good landlord community, and tenant communities are getting bigger and bigger, as you’ll see on platforms like Facebook.
“And because we focus on giving everyone a wonderful experience, the feedback has been overwhelmingly positive from all three parties, so that’s been awesome for us.”
Interest from the Australian government
One of Keyhook’s standout features is Tama, an AI-powered personal assistant that helps users navigate complex property legislation.
“Tama’s the world’s first tenancy legislation bot,” says Luke. “Property managers, landlords, and tenants can ask any question, and Tama responds based on legislation and tribunal case outcomes.
“For example, if someone asks, ‘Can I have a pet rabbit if my lease says no pets?’ Tama interprets the legislation and provides a clear answer. That way, everyone can be certain they’re operating within the law.”
Tama’s success has caught the attention of Australian government agencies, which are interested in adapting the tool for use in New South Wales.
“Australia’s on the roadmap, and it’s going to happen sooner rather than later, because there’s been a heck of a lot of demand,” Luke says. “So, we’re really looking forward to getting over there and levelling up the property management game for everyone.”
Seek partners, not just service providers
For SMEs and startups looking to scale, Luke’s advice is to seek out service providers that will buy into your vision and adapt to meet your specific needs.
For instance, Keyhook’s innovative approach and unique subscription model meant it needed a flexible payment partner with a commitment to collaboration. As it turned out, Pin Payments met these requirements perfectly.
“We needed someone willing to work with us to create tailored solutions, and Pin Payments gave us that flexibility,” Luke says. “They understood our vision and the unique billing structure we wanted to build.”
Luke highlights the ongoing support and adaptability of Pin Payments as crucial to Keyhook’s success.
“We’re a small fish,” he says, “but Pin Payments treated us like a really important customer from the outset. They didn’t just hand us an out-of-the-box product—in the very beginning, when cash was tight, they came up with a cost structure that worked for us, and they continue to be really responsive with feature requests and customisations that have made our payment system better for our customers.”
Reflecting on his experience with Pin Payments, Luke emphasises that a “partnership mentality” makes all the difference with service providers.
“The core product itself has to be solid, no doubt, but what matters even more is that you’re not just another number on a spreadsheet to them,” he says. “We feel like Pin Payments is genuinely invested in our story and in helping us succeed.”
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