— 01

Tenant Communication & Service

Are after-hours emergency calls handled by a system — or by your personal phone?
Is the average maintenance request response time under 24 hours, and do you actually measure it?
Do tenants have a self-service portal for rent payments, maintenance requests, and lease documents?
When a maintenance request is completed, does the tenant get a follow-up asking if the issue was resolved?

— 02

Leasing & Vacancy

Do you know your average days-to-fill for vacant units — and how it compares to your market?
Are vacant units listed across multiple platforms automatically, or does someone post manually to each one?
Is the lease renewal process initiated 90 days before expiration — not 30?
Do showing requests get a response within 1 hour, or do prospective tenants wait until Monday?

— 03

Are owner statements delivered by the 10th of each month — consistently, without chasing?
Do owners receive proactive updates on major repairs, vacancies, and market conditions?
Can an owner log in and see real-time financials, or do they have to email you for a report?

— 04

Do you have at least two vetted vendors for every common trade (plumbing, HVAC, electrical)?
Are vendor invoices compared against the original work order before payment?
Is there a preventive maintenance schedule for each property — not just reactive repairs?

— 05

Is every move-in and move-out documented with timestamped photos and a signed condition report?
Are security deposit dispositions completed within the legally required timeframe — every time?
Is your lease template reviewed by an attorney annually for compliance with current state and local laws?

— 06

Is rent collection automated, and do late fees apply consistently — no exceptions, no awkward conversations?
Are trust account reconciliations completed monthly and documented?
Could you onboard 20 new units next month without hiring — or would your systems break?

— Score yourself

How many boxes did you check? Be honest.

— 0–7 checked

Critical gaps. Your portfolio may be growing, but your operations are not keeping up.

— 8–14 checked

Room to grow. You have the basics, but scaling will expose the weak spots.

— 15–20 checked

You are ahead of most property managers. Time to systematize and delegate.