It would be a fine line to balance. As we know, it's a lot easier to write a super-critical anonymous comment on Yelp than to say it face-to-face. Closer together in that continuum is placing a work order online v having to make a call (or even send an email).

If it's easier, the PM will get more of them AND those extras are unlikely to be the important ones. (If your hot water system blows, you pick up the phone; if you don't like the shade of green in the living room, you send a web message.) And if you're a good manager, you still have to respond to them all.

I'm raising this as a genuine fear for a customer reviewing the product. It would be interesting to have some user stats that overcome that fear - eg, "support requests rose by 10% BUT the time taken to respond to all requests actually went down by 20%, saving managers three hours each week, AND this feature was identified by many tenants in their improved satisfaction reports."