Customer Portal

Customer Portal

The Customer Portal is Standout's secure customer-facing area for sellers, buyers, landlords, tenants and applicants. It uses the same live CRM records as staff Standout, so the portal is not a separate copy of the move/search.

Access and sign-in

Staff can send a Customer Portal link from the Contact record. Customers can sign in using their email/password or a time-limited secure link. A customer can create/change their portal password after secure-link access.

The portal only exposes records genuinely linked to the authenticated contact.

What customers can do

The dashboard adapts to the customer's roles and relationships. Depending on the situation, customers may be able to:

• see relevant property/transaction information;
• maintain applicant property requirements and matching;
• view/request viewings;
• see viewing feedback/offers/progression where enabled;
• complete buyer/onboarding information;
• upload private supporting documents;
• supply AML-related information/consent where configured;
• see landlord tenancy/compliance/repair information;
• report repairs as a tenant;
• approve/decline repair quotes as a landlord where supported;
• see relevant DocuSign status;
• message the agency.

Requirements and matching

Customer Portal requirements are the same underlying requirement records used by staff in Standout. A change made by the customer therefore changes the live CRM requirement set and matching results.

Customers can maintain multiple searches, including buying/renting, budget, bedrooms, area/radius, type/style, new-build preference and must-have features.

Messaging is part of the Communications Centre

Customer Portal messages are now treated as a normal communication channel inside the Communications Centre. Staff do not have to manage portal messages as an isolated inbox.

For a linked enquiry/contact, the Communications Centre conversation can show Customer Portal messages and attachments alongside the original portal/website lead, sent emails and staff activity. Staff can reply through the Customer Portal directly from the enquiry where appropriate.

The staff Customer Portal conversation screen also shows related Communications Centre enquiries for the same customer/property, making it easier to understand the wider conversation.

Viewing requests

A Customer Portal viewing request creates a tentative linked viewing for staff to review. Staff should confirm the slot and parties before treating it as fully booked.

Secure documents and AML

Private supporting files remain protected. Staff review customer submissions from the relevant Contact/Customer Portal staff views. Where an external AML provider such as Landmark is configured, Standout continues to use the existing integration rather than exposing private provider credentials to the customer.

Keep the CRM current

The Customer Portal can only reflect what Standout knows. Staff should keep progression, offers, viewing feedback, tenancy/compliance and repair states current so the portal tells the customer the truth.

See Using the Customer Portal and Communications Centre.

Sales progression for sellers and buyers

For a sale where staff have enabled progression visibility, the property Progress section can show the sale-plan health, next action, target exchange date and target completion date. If no manual next action is set, Standout can show the next action suggested from the property's existing progression markers.

Internal blocker text is never shown in the Customer Portal. Staff control portal visibility separately for each sale from the property's Progress tab.

See Sales Progression for the staff workflow and health rules.