How we work
This page exists so you know exactly what you are buying before you talk to us — including what we will not do.
From first call to steady operation
Discovery
A 45-60 minute conversation about the residence, who lives in it, and the vendors you already use.
Paid initial audit
We inventory the property, its systems and its contracts, and give you a written diagnostic with risks and priorities. This is chargeable and it is yours to keep, whether or not you continue.
Proposal
Scope, response times, exclusions and a privacy annex — in writing, with prices.
Verification and onboarding
We verify ownership or authorisation, then build the inventory, the access register, a 90-day plan and the maintenance calendar.
Operation
One channel for every issue. Each one is closed by your coordinator, not by the vendor, and documented.
Review
We review value at 30 and 90 days, and annually after that.
Response times
These are targets for acknowledgement and triage — not promises of technical resolution. Anyone who promises you a repair time before diagnosing the fault is guessing.
| Priority | Example | Our target |
|---|---|---|
| P1 Critical | Active leak, total loss of access, essential system down | Acknowledged in 15 min · triaged in 60 min |
| P2 High | No internet, heating or cooling out of service | Acknowledged in 60 min · vendor same day where available |
| P3 Normal | Configuration, scheduled maintenance, purchase | Same working day |
| P4 Project | Network redesign, works, new residence | Proposal in 2-5 working days |
Privacy and access
We handle schedules, locations, family details, inventories and access codes. That is sensitive by any reasonable definition, so it is governed by controls rather than goodwill.
- Every access is logged: who entered, when, authorised by whom, and for how long.
- No vendor enters without a work order, a time window and an authorised zone.
- Credentials are held in an enterprise vault, or by you — never in plain text or in a messaging app.
- Minimum necessary access, reviewed periodically and revoked when a person or vendor changes.
- Processed under GDPR and Spanish data protection law, with a data processing agreement and a breach protocol.
- WhatsApp is never the system of record. It can be your preferred channel; the ticket is still the truth.
What we do not do
Saying this upfront prevents most misunderstandings later, and some of it is a matter of law rather than preference.
- Private securityGuarding, custody and alarm response are reserved by Spanish Law 5/2014 to licensed firms. We coordinate maintenance, not security.
- Regulated installationsElectrical, HVAC and regulated telecoms work is always executed by an authorised installer.
- Medical or care servicesOut of scope. We refer to a qualified professional.
- Holding client fundsWe never hold your money. You pay vendors directly, or we invoice with the third-party cost itemised.
- Indoor camera accessExceptional only, justified, time-limited and logged.
- Background checks on peopleExcluded without exception, including household staff and family members.
Start by letting us understand the residence
A 45-minute conversation, no commitment, to see whether this makes sense for you.
Request a conversation