Do you have a Report card for your property manager

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Do you have a Report card for your property manager

Frederick Loshaw
Member since 2019 · 3 posts · 0 votes

Hello Everyone,  I was managing my 30 unit for several years and had it running pretty smoothly but got tire of the after hours calls and all of the drama so I decided to get back to focusing on brokering and finding deals.  I vetted several property management companies and finally decided on one that I hired to take over back on January 1.  Since then, I have had turnover rate of about 25% this year.  Most of the the tenants that left had been there for 10+ years.  I hear rumblings from some of the other tenants when I am at the property about the property management.  Do any of you have a questionnaire or other recommendations on how best to gather information from all of the existing or previous tenants to try and get a "report card" to see how the manager is doing and gather feedback to be able to have conversations with the PM co. if necessary.    TIA

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Drew SygitBusiness Member
Property Manager · Royal Oak, MI · Member since 2012 · 12k+ posts · 9k+ votes
11mo

Per industry stats, one of the biggest negative impacts on tenant retention is slow maintenance.

Maybe focus on that...

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  • Drew SygitBusiness Member
    Property Manager · Royal Oak, MI · Member since 2012 · 12k+ posts · 9k+ votes
    11mo

    Per industry stats, one of the biggest negative impacts on tenant retention is slow maintenance.

    Maybe focus on that...

    [email protected]248-209-6824
    Logical Property Management4.9458 Reviews
    WebsiteView Page
    2Reply
    • Frederick Loshaw
      OP
      Member since 2019 · 3 posts · 0 votes
      11mo
      Quote from @Drew Sygit:

      Per industry stats, one of the biggest negative impacts on tenant retention is slow maintenance.

      Maybe focus on that...


       Thanks Drew

      0Reply
  • David PeschioBusiness Member
    Richmond, VA · Member since 2019 · 358 posts · 181 votes
    11mo

    I would agree that maintenance is the biggest issue.  Not something a tenant can comment on but the companies turn rate would be important as well.  Cuts down on vacancy rates.  Tenants feedback on communication ease and response time as well.

    [email protected]804-909-1929
    PMI Richmond4.4299 Reviews
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  • Peter MckernanBusiness Member
    Residential Real Estate Agent · Irvine, CA · Member since 2013 · 2k+ posts · 1k+ votes
    11mo

    I would agree with the comments on turn times for maintenance request to fix timeframes. If you can drop that timeframe to a shorter timeframe that is really key! I would work with the PM company to get a poll out, or since you were there for a long time and working with the tenants directly you should have their contact info and can poll them directly. 

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  • Patrick O'SullivanBusiness Member
    Property Manager · Phoenix, AZ · Member since 2024 · 534 posts · 203 votes
    11mo

    Great question, @Frederick Loshaw. It’s smart that you’re looking to get structured feedback before jumping to conclusions. When long-term tenants leave shortly after a new management company takes over, that can definitely be a signal that something’s off.

    If you already have contact info for current and former tenants, you could ask some survey questions like:

    • How responsive is the property manager to maintenance requests

    • How professional and respectful is the communication

    • Are the common areas and grounds well-maintained

    • Is it easy to reach someone when needed

    • Overall, how satisfied are you with the property management

    If not, see if the PM company is willing to distribute it on your behalf, though keep in mind that this may affect the honesty of responses. 

    In terms of turnover, I’d also ask the management company to walk you through each vacancy and what they believe caused it. Compare that with what you’re hearing on the ground to see if the stories align.

    This approach gives you data you can use to start a constructive conversation with the PM company and helps protect your long-term investment.

    [email protected]480-795-7938
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    • Frederick Loshaw
      OP
      Member since 2019 · 3 posts · 0 votes
      11mo
      Quote from @Patrick O'Sullivan:

      Great question, @Frederick Loshaw. It’s smart that you’re looking to get structured feedback before jumping to conclusions. When long-term tenants leave shortly after a new management company takes over, that can definitely be a signal that something’s off.

      If you already have contact info for current and former tenants, you could ask some survey questions like:

      • How responsive is the property manager to maintenance requests

      • How professional and respectful is the communication

      • Are the common areas and grounds well-maintained

      • Is it easy to reach someone when needed

      • Overall, how satisfied are you with the property management

      If not, see if the PM company is willing to distribute it on your behalf, though keep in mind that this may affect the honesty of responses. 

      In terms of turnover, I’d also ask the management company to walk you through each vacancy and what they believe caused it. Compare that with what you’re hearing on the ground to see if the stories align.

      This approach gives you data you can use to start a constructive conversation with the PM company and helps protect your long-term investment.


       Thanks Patrick.  These are good questions

      0Reply
    • Patrick O'SullivanBusiness Member
      Property Manager · Phoenix, AZ · Member since 2024 · 534 posts · 203 votes
      11mo
      Quote from @Frederick Loshaw:
      Quote from @Patrick O'Sullivan:

      Great question, @Frederick Loshaw. It’s smart that you’re looking to get structured feedback before jumping to conclusions. When long-term tenants leave shortly after a new management company takes over, that can definitely be a signal that something’s off.

      If you already have contact info for current and former tenants, you could ask some survey questions like:

      • How responsive is the property manager to maintenance requests

      • How professional and respectful is the communication

      • Are the common areas and grounds well-maintained

      • Is it easy to reach someone when needed

      • Overall, how satisfied are you with the property management

      If not, see if the PM company is willing to distribute it on your behalf, though keep in mind that this may affect the honesty of responses. 

      In terms of turnover, I’d also ask the management company to walk you through each vacancy and what they believe caused it. Compare that with what you’re hearing on the ground to see if the stories align.

      This approach gives you data you can use to start a constructive conversation with the PM company and helps protect your long-term investment.


       Thanks Patrick.  These are good questions

      You're welcome. Happy to help. 
      [email protected]480-795-7938
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  • Allan Smith
    Contractor · Nashville, TN · Member since 2014 · 1k+ posts · 1k+ votes
    11mo

    Some metrics I like to track a PM:

    maintenance turnaround time (excluding complicated larger problems

    Big one is vacancy turnover time, and then time needed to fill unit

    financial reporting is basically pass/fail. Are they sending consistent monthly reports and are they accurate and make sense.

    Rent collections % and days past due. If a large % of tenants are paying well after the 5th you have a problem

    Tenant retention - This will vary wildly but something like for single family homes I'd want at least half of the folks staying over 3 years.  For apartments, 2 years would be good (apt tenants are more transitory). 

    You can ask them what their screening qualifications are, but mostly the "score" on that is in the other metrics like how well tenants pay and how long they stay.

    0Reply
  • Melanie ThomasBusiness Member
    Real Estate Broker · San Antonio · Member since 2022 · 1k+ posts · 489 votes
    11mo

    Great question. I would start by meeting with your PM to voice your concerns. Transparency is key, and your PM should be your partner in solving these issues. I’d dig into how service requests, inspections, and renewals are being handled. Are there too many inspections causing tenants to feel their quiet enjoyment is being disrupted? Are renewal fees too high or maintenance chargebacks/inspections too frequent? Is the PM company easily available when tenants or owners have questions?

    I would also add that as a professional property management company, I’d always want the opportunity to discuss any concerns my owners are having. Open communication helps strengthen the relationship and ensures both the owner and residents are getting the experience they deserve. Good luck & happy investing!

    [email protected]
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  • Daniel Bullock
    Member since 2025 · 12 posts · 8 votes
    11mo

    @Patrick O'Sullivan thats great information and insight. When vetting a PM for a property, what's most important to consider? It seems like strong communication is key, easily reachable, executing on issues brought forth from tenants, being proactive in resolving issues if a PM notices them on site. What else would you consider when evaluating a PM?

    0Reply
    • Patrick O'SullivanBusiness Member
      Property Manager · Phoenix, AZ · Member since 2024 · 534 posts · 203 votes
      11mo
      Quote from @Daniel Bullock:

      @Patrick O'Sullivan thats great information and insight. When vetting a PM for a property, what's most important to consider? It seems like strong communication is key, easily reachable, executing on issues brought forth from tenants, being proactive in resolving issues if a PM notices them on site. What else would you consider when evaluating a PM?


      @Daniel Bullock a few other things I’d consider asking a PM:
      How do they handle maintenance requests and follow-up?
      What kind of reporting do they provide, and how often?
      Do they have a solid network of vendors or in-house techs they trust?
      How do they screen tenants and handle lease enforcement?
      What’s their process for regular property inspections?
      How do they approach tenant relationships and retention? 

      [email protected]480-795-7938
      get MULTIfamily Property Management4.7220 Reviews
      WebsiteView Page
      0Reply
  • Daniel Bullock
    Member since 2025 · 12 posts · 8 votes
    11mo

    @Patrick O'Sullivan thank you, thats helpful!

    0Reply
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