Customer Portal

Customer Portal

Customer Portal 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 the Customer Portal.

Access and sign-in

Staff invite a customer from the Contact record using Send Customer Portal link.

Customers can sign in by:

• email address + Customer Portal 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 Customer Portal.

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 Customer Portal.

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

Customer Portal 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 Customer Portal 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 Customer Portal, 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, Customer Portal 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 → Customer Portal submissions to review customer onboarding, buyer position, secure uploads, AML information and portal viewing requests.

Keeping Customer Portal useful

Customer Portal 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.