Our SLAs in writing.
Service-level commitments are the spine of any well-run operation. Below are ours — published, tracked, and held to. If we don't meet them, you'll see it in the monthly report before you see it anywhere else.
Response & resolution windows
Tenants who feel served stay longer. Stay translates directly into retention, occupancy and your revenue. These are the windows we hold ourselves to, by issue type.
| Issue Type | Acknowledge | Resolve |
|---|---|---|
| Plumbing — leaks, blockages | Within 15 min | 30–60 min |
| Electrical — outages, sparks, exposed wiring | Within 15 min | 1–2 hours |
| Locksmith / access | Within 15 min | Same day |
| HVAC / cooling | Within 30 min | Same day |
| Appliances (in-scope) | Within 1 hour | 24–48 hours |
| General maintenance | Within 1 hour | Same day |
| Cleaning / housekeeping | Within 30 min | Same day |
| Emergency / safety | Immediate | Immediate |
— Subject to practical site conditions and access. We track every ticket end-to-end; SLA breach data is visible in your owner dashboard.
The cadence that keeps things from breaking
Reactive maintenance is expensive and breaks tenant trust. Preventive maintenance is the quiet discipline that compounds into long tenant retention and steady asset condition.
| System | Cadence | Owner Visible In |
|---|---|---|
| HVAC service & filter | Quarterly | Monthly report |
| Plumbing inspection | Quarterly | Monthly report |
| Electrical safety check | Bi-annually | Monthly report |
| Fire safety / extinguisher | Bi-annually + AMC | Compliance log |
| Lift (commercial) | Monthly AMC | Compliance log |
| Pest control | Quarterly | Monthly report |
| Façade / waterproofing | Annually | Annual review |
| Common-area deep clean | Weekly | Operations log |
— Cadence shown is for typical residential and commercial scope. Hospitality, healthcare and industrial assets have property-specific schedules layered in.
When you'll hear from us
Owners shouldn't have to chase their property manager. The cadence below is published — you don't need to ask.
| Communication | Cadence | By |
|---|---|---|
| Monthly Owner Statement | Monthly | By the 7th |
| Owner Payout Remittance | Monthly | By the 7th |
| Live Dashboard Updates | Real-time | Continuous |
| Quarterly Performance Review | Quarterly | Within 14 days of quarter close |
| Annual Review & Plan | Annually | Within 30 days of FY close |
| Material Incident Notification | As needed | Within 24 hours |
| Capex / vendor approvals | Per agreement | Owner-confirmed in writing |
— Statement includes revenue, opex itemisation, GOP, fees, and net payout. Reconciled to source receipts and visible in the live dashboard.
From signature to live management
Onboarding sets the tone of the entire engagement. Our published timeline below assumes typical conditions; we'll flag anything that requires more time before signing — never after.
| Stage | Residential | Commercial |
|---|---|---|
| Property assessment & revenue forecast | 2–4 days | 3–7 days |
| Agreement signature & KYC | 1–2 days | 3–5 days |
| Property prep, photography & listing | 3–5 days | 5–10 days |
| Vendor & AMC takeover | 1–3 days | 5–10 days |
| Tenant matching (if vacant) | 7–21 days | 14–60 days |
| Total to live management | 7–10 days | 10–21 days |
— Mid-lease takeovers from existing managers are typically faster on the ops side; tenant matching does not apply when a tenancy is in place.
If you ever want to take the property back
We don't lock owners in with punitive exit terms. Below is what's documented in every management agreement.
| Element | Terms | Notes |
|---|---|---|
| Notice period | 60–90 days (residential) · 90–180 days (commercial) | Allows clean tenant & vendor transition |
| Final reconciliation | Within 30 days of exit | Reviewed jointly with owner |
| Tenant data handover | At exit | KYC, leases, payment history |
| Vendor & AMC handover | At exit | Active contracts, point-of-contact |
| Statutory records | At exit | Compliance log, audit trail |
| Exit fees | None | Beyond pro-rata fees on collected revenue |
— The intention is symmetrical: a clean entry and a clean exit. We'd rather be replaceable on principle than retained by friction.
Your data, your asset, your decisions
Owner financial data, tenant KYC, and operational records are treated as confidential by default. Specifics are documented in your management agreement; the working principles are below.
| Principle | Standard |
|---|---|
| Owner financial data | Visible to you, our finance team, and statutory auditors only |
| Tenant KYC | Stored encrypted; shared with you on request, never with third parties |
| Vendor & pricing data | Available to owner on request |
| Aggregate / anonymised data | May be used for benchmarking; never identifiable to your asset |
| Right to audit | Owner-led audit available annually, on reasonable notice |