Glossary

Status: Accepted Last Updated: 2026-02-15

Key terms used throughout EHQ documentation.

Core Entities

Organisation

A property management entity — company, individual landlord, or HMO operator.

• Types: company, individual, hmo_operator
• Plans: basic, premium, partner

Previously called “landlord” in early specs. Changed to “organisation” for flexibility.

Property

A physical location managed by an organisation.

• Types: hmo, flat, house
• Has units count (lettable units)

Tenant

A person residing in a property. Identified by phone/email (no login required).

• Status: active, moved_out

Issue

A maintenance or support request raised by a tenant.

stateDiagram-v2
    [*] --> new
    new --> in_progress
    new --> vendor_assigned
    new --> cancelled
    in_progress --> vendor_assigned
    in_progress --> completed
    vendor_assigned --> in_progress
    vendor_assigned --> completed
    completed --> [*]
    cancelled --> new : Reopened

• Status: new, in_progress, vendor_assigned, completed, cancelled
• Urgency: low, medium, high, emergency
• Categories: plumbing, electrical, heating, structural, appliances, cleaning, pest_control, locks_security, windows_doors, garden_exterior, fire_safety, damp_mould, noise_nuisance, other

Vendor

A service provider who resolves issues. Managed per-organisation. No login required.

User Roles

Role	Permissions
owner	Full control including billing and team management
admin	Manage properties, vendors, and issues
staff	View and manage issues only
envo_support	Temporary Envo staff access (time-limited)

Technical Terms

Term	Definition
RLS	Row Level Security — PostgreSQL feature restricting row access by organisation
Soft Delete	Records marked with deleted_at timestamp, not permanently removed
SLA	Service Level Agreement — expected vendor response time
E.164	International phone format, e.g. +447123456789
Tenant Engine	The AI system powering 24/7 multi-channel tenant support
RAG	Retrieval-Augmented Generation — semantic search + LLM response

Abbreviations

Abbr	Meaning
ADR	Architecture Decision Record
HMO	House in Multiple Occupation
EPC	Energy Performance Certificate
EICR	Electrical Installation Condition Report

See also: Data Model, Product Vision