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My Move Customer Portal: Difference between revisions

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= My Move Customer Portal =
= My Move Customer Portal =


'''My Move''' is Standout's secure customer self-service portal. It gives sellers, buyers, landlords and tenants access to relevant information from the same live Standout records used by staff.
'''My Move''' is Standout's secure customer portal for sellers, buyers, landlords, tenants and applicants. It is connected to live Standout data so customers and staff are not maintaining separate versions of the same move/search.


My Move is designed to reduce routine chasing while giving customers a clearer view of their move, tenancy or property search.
For a staff-focused day-to-day guide, see [[Using My Move with Customers]].


== Sending a customer access link ==
== Access and sign-in ==
Staff invite a customer from the Contact record using '''Send My Move link'''.


Open the customer's Contact record. Where the contact has an email address, a prominent '''Send My Move link''' button is displayed immediately to the left of '''More actions'''.
Customers can sign in by:


Click '''Send My Move link''' to email the customer a secure sign-in link. The secure link is time limited.
* email address + My Move password; or
* a time-limited secure email link.


Staff can review information submitted through the portal from:
A new customer arriving by secure link is encouraged to create a password. They can change it later from the Password option in My Move.


'''Contact → More actions → My Move submissions'''
Passwords are stored securely as one-way hashes in the ContactPassword field and are not readable by staff.


This staff view includes onboarding information, buyer position, solicitor information, AML information, secure uploads and portal viewing requests where applicable.
== Dashboard ==
The dashboard adapts to the customer's relationships with the agency. A customer may simultaneously be selling, buying, a landlord, a tenant or an applicant.


== Customer sign-in ==
The customer sees only records to which their authenticated Contact is genuinely linked.


Customers have two ways to sign in.
== Sellers ==
Depending on the property/transaction, a seller can see relevant information such as:


=== Email address and password ===
* viewings;
 
* viewing feedback;
A returning customer can sign in using the email address held on their Standout contact record and their My Move password.
 
=== Secure email link ===
 
A new customer, or a customer who has forgotten their password, can request a secure email sign-in link. The link remains valid for 20 minutes.
 
After signing in through a secure link, a customer who does not yet have a password is encouraged to create one. They may skip this step and create a password later from the '''Password''' option in My Move.
 
Passwords are stored securely and cannot be read back by agency staff.
 
== My Move dashboard ==
 
The dashboard adapts to the customer's live relationship with the agency. A customer may have one or more roles at the same time, including:
 
* Selling
* Buying
* Landlord
* Renting
 
The dashboard provides access to linked properties, property requirements and a '''Message my agent''' facility.
 
== Property journey ==
 
Opening a property shows the information relevant to that customer and property. Depending on the transaction, this may include:
 
* current property or transaction status;
* viewings and viewing feedback;
* offers;
* offers;
* sales progression;
* progression;
* relevant customer-visible documents;
* customer-visible documents;
* tenancy information;
* branch/contact information;
* compliance information;
* message-my-agent options.
* repairs and maintenance;
* onboarding and Buyer Ready information;
* AML/identity information;
* secure uploads;
* DocuSign status;
* viewing requests.


Customers can only open properties to which their authenticated contact record is genuinely linked. Access is checked by Standout when each property is opened.
== Buyers ==
A buyer can see relevant property/transaction information and complete Buyer Ready/onboarding items such as:


== Buyer Ready and onboarding ==
* cash/mortgage position;
* AIP/mortgage status;
* deposit/source of funds;
* property-to-sell/chain position;
* solicitor details;
* AML consent/information;
* secure document uploads.


For a purchase, My Move can collect information that helps the branch establish how ready the buyer is to proceed.
== Applicants and requirements ==
Customers can maintain multiple property searches. They can edit buying/renting, price, bedrooms, area/radius, property type/style, new-build preference and must-have features.


Information can include:
Requirements can be paused/reactivated/deleted and Standout immediately re-runs the existing matching engine. Matching properties are shown in My Move.


* cash or mortgage purchase;
These are the same requirement records staff use in the Contact screen.
* mortgage / Agreement in Principle status;
* lender and mortgage amount;
* deposit or cash contribution;
* whether the buyer has a property to sell;
* the status of the related sale;
* chain position;
* source of funds;
* target move date;
* solicitor name, email and telephone number;
* date of birth, nationality and residential address;
* notes for the agent.


Standout presents this information as part of the customer's Buyer Ready position so missing information can be identified quickly.
== Viewing requests ==
A customer can request a preferred viewing date/time. Standout creates a tentative linked viewing appointment for staff to review. The customer sees the live appointment state after staff confirm/cancel it.


== AML and identity ==
== AML and documents ==
 
My Move can collect private supporting files such as:
Where appropriate, customers can provide identity and AML information through My Move and give consent for the information to be used for identity and anti-money-laundering checks.
 
If the agency is configured for Landmark AML, the '''Start / refresh AML check''' action can submit the customer's saved information into Standout's existing Landmark workflow.
 
Before starting an AML check, ensure the customer's required identity information has been saved, including date of birth, current residential address and postcode, and that AML consent has been supplied.
 
See [[Landmark Anti Money Laundering Checking]] for the staff AML workflow.
 
Tenants may use the secure upload area to provide identity and Right to Rent evidence. Right to Rent and AML are separate compliance processes.
 
== Secure document uploads ==
 
Customers can upload private documents directly to My Move. Supported categories include:


* proof of funds;
* proof of funds;
* mortgage Agreement in Principle;
* Agreement in Principle;
* identity document;
* identity evidence;
* proof of address;
* proof of address;
* source-of-funds evidence;
* source-of-funds evidence;
* solicitor documents;
* solicitor documents;
* Right to Rent evidence;
* Right-to-Rent evidence;
* other supporting documents.
* other private documents.
 
These uploads are stored privately and are not treated as public property media.
 
Staff can review and download submitted files from '''Contact → More actions → My Move submissions'''. A download records that the file has been reviewed.
 
== Documents to sign ==


Where a DocuSign envelope is linked to the customer and transaction, My Move displays the current envelope status, for example awaiting signature, opened, signed, declined or cancelled.
These files are stored privately and are reviewed by staff from the customer's My Move submissions screen.


The signing process itself remains within DocuSign.
Where Landmark is configured, eligible customers can provide AML information/consent and start or refresh the AML request through the existing Standout Landmark workflow.


== Viewing requests ==
== DocuSign ==
Existing Standout DocuSign envelope status can be shown in My Move, for example awaiting signature, opened, signed, declined or cancelled. Signing itself continues through DocuSign.


A buyer or prospective tenant can request a preferred viewing date and time through My Move.
== Landlords ==
A landlord can see relevant tenancy/compliance/repair information. Where a repair quote has been recorded, My Move can allow the landlord to approve or decline it with an optional comment.


The request creates a tentative Standout viewing appointment linked to the property and contact. Staff should review the request in the normal Diary workflow and confirm or rearrange it as required.
== Tenants ==
 
A current tenant can see relevant tenancy/compliance information and report maintenance through the existing repairs workflow.
The customer sees the live appointment state after staff update it, rather than a separate portal-only status.
 
See [[Diary Overview]].
 
== Property requirements ==
 
Customers can maintain their own property search requirements from '''My requirements'''. This uses Standout's existing live applicant requirement records, so there is no separate customer-only copy.
 
A customer can:
 
* create more than one named property search;
* choose Buy, Rent or another available contract type;
* choose the property class;
* select an area or postcode and search radius;
* set minimum and maximum price;
* set minimum bedrooms;
* choose property type and style;
* restrict the search to new-build properties;
* select genuine must-have property features;
* pause or reactivate a search;
* edit or delete an existing search.
 
After requirements are saved, Standout runs the normal matching engine and My Move displays a preview of properties that currently match the customer's active searches.
 
[[File:Contact Match Requirements.png|none|thumb|900px|Staff property requirements in the Contact record]]
 
The same requirements are visible to staff in the Contact record. Changes made by either staff or the customer therefore remain in sync.
 
If the contact is not currently marked '''Looking''', My Move warns the customer that their requirements can be saved but automatic property alerts may not be sent until the branch updates the contact status.
 
The branch is notified when a customer creates, changes or removes requirements.
 
== Landlord features ==
 
For an active landlord relationship, My Move can show:
 
* tenancy details;
* rent and deposit information;
* tenancy dates;
* compliance status;
* repairs and maintenance history;
* quoted and final repair costs.
 
Where a repair has a contractor quote, the landlord can approve or decline the quote and add an optional comment. The decision is stored as an auditable portal response and the branch is notified.
 
== Tenant features ==
 
For an active tenancy, a tenant can see relevant tenancy and compliance information and can report a repair directly through My Move.
 
A repair report records the problem category, urgency, description and optional access/availability notes and feeds into Standout's existing repairs workflow.
 
Only a customer linked to a current active tenancy can create a tenant repair report.


== Messaging ==
== Messaging ==
Customers can use '''Message my agent'''. Messages are sent to the relevant branch and can be archived in the portal message table where enabled.


The dashboard includes '''Message my agent'''. Messages are sent to the customer's branch and can be associated with the relevant My Move account/property context.
== Staff review ==
 
Use '''Contact → More actions → My Move submissions''' to review customer onboarding, buyer position, secure uploads, AML information and portal viewing requests.
== Security and privacy ==
 
My Move is designed around the existing Standout contact/property relationships rather than trusting IDs supplied by the browser. Important controls include:
 
* authenticated customer sessions;
* time-limited signed email access links;
* password hashing;
* rate limiting on sensitive actions;
* server-side checks that the customer is linked to the property or tenancy;
* private storage for customer identity and financial documents;
* restricted landlord repair approvals;
* restricted tenant repair reporting;
* portal access that does not expose internal CRM notes or unrestricted property documents.
 
== Staff checklist ==
 
Before inviting a customer, check that:
 
# the Contact record has the correct email address;
# the correct property/tenancy relationships are recorded;
# customer-facing documents are appropriate for portal access;
# buyer/AML information is complete enough for the required workflow;
# property requirements and the contact's Looking status are appropriate if property alerts are expected.


[[Category:Contacts]]
== Keeping My Move useful ==
[[Category:Customer Portal]]
My Move is only as current as the underlying CRM. Staff should promptly record viewing feedback, offers, progression, repair status and compliance information so the customer portal reflects reality.

Revision as of 20:01, 29 August 2026

My Move Customer Portal

My Move is Standout's secure customer portal for sellers, buyers, landlords, tenants and applicants. It is connected to live Standout data so customers and staff are not maintaining separate versions of the same move/search.

For a staff-focused day-to-day guide, see Using My Move with Customers.

Access and sign-in

Staff invite a customer from the Contact record using Send My Move link.

Customers can sign in by:

  • email address + My Move password; or
  • a time-limited secure email link.

A new customer arriving by secure link is encouraged to create a password. They can change it later from the Password option in My Move.

Passwords are stored securely as one-way hashes in the ContactPassword field and are not readable by staff.

Dashboard

The dashboard adapts to the customer's relationships with the agency. A customer may simultaneously be selling, buying, a landlord, a tenant or an applicant.

The customer sees only records to which their authenticated Contact is genuinely linked.

Sellers

Depending on the property/transaction, a seller can see relevant information such as:

  • viewings;
  • viewing feedback;
  • offers;
  • progression;
  • customer-visible documents;
  • branch/contact information;
  • message-my-agent options.

Buyers

A buyer can see relevant property/transaction information and complete Buyer Ready/onboarding items such as:

  • cash/mortgage position;
  • AIP/mortgage status;
  • deposit/source of funds;
  • property-to-sell/chain position;
  • solicitor details;
  • AML consent/information;
  • secure document uploads.

Applicants and requirements

Customers can maintain multiple property searches. They can edit buying/renting, price, bedrooms, area/radius, property type/style, new-build preference and must-have features.

Requirements can be paused/reactivated/deleted and Standout immediately re-runs the existing matching engine. Matching properties are shown in My Move.

These are the same requirement records staff use in the Contact screen.

Viewing requests

A customer can request a preferred viewing date/time. Standout creates a tentative linked viewing appointment for staff to review. The customer sees the live appointment state after staff confirm/cancel it.

AML and documents

My Move can collect private supporting files such as:

  • proof of funds;
  • Agreement in Principle;
  • identity evidence;
  • proof of address;
  • source-of-funds evidence;
  • solicitor documents;
  • Right-to-Rent evidence;
  • other private documents.

These files are stored privately and are reviewed by staff from the customer's My Move submissions screen.

Where Landmark is configured, eligible customers can provide AML information/consent and start or refresh the AML request through the existing Standout Landmark workflow.

DocuSign

Existing Standout DocuSign envelope status can be shown in My Move, for example awaiting signature, opened, signed, declined or cancelled. Signing itself continues through DocuSign.

Landlords

A landlord can see relevant tenancy/compliance/repair information. Where a repair quote has been recorded, My Move can allow the landlord to approve or decline it with an optional comment.

Tenants

A current tenant can see relevant tenancy/compliance information and report maintenance through the existing repairs workflow.

Messaging

Customers can use Message my agent. Messages are sent to the relevant branch and can be archived in the portal message table where enabled.

Staff review

Use Contact → More actions → My Move submissions to review customer onboarding, buyer position, secure uploads, AML information and portal viewing requests.

Keeping My Move useful

My Move is only as current as the underlying CRM. Staff should promptly record viewing feedback, offers, progression, repair status and compliance information so the customer portal reflects reality.

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