How to Find Out If Property Management is Doing Their Job?

Question

Robert Gilstrap · Answer

Soooo your thread about this issue is based on a conversation from a friend of a friend? Have you picked up the phone and called the PM yourself and asked about the issue?

I get owners everyday who call our office in a rage about exactly the type circumstances you describe. The only problem is that the half story they've been told is either completely off base or the issue has been addressed weeks ago.  Get the facts before you assume they aren't doing their job. If they aren't then light a fire under them

Dana Dunford · Answer

@Melyssa Green -- Your tenants should be provided a portal where they can submit maintenance requests. Your property managers should be able to give you visibility / access ... where you can see that the maintenance requests have been closed.

Kaycee Miller · Answer

Look reviews of your management company on social media and online. Renters can be quick to complain about poor management and you will know if they have a reputation of ignoring calls or maintenance requests.

Tell your PM you would like to have quarterly inspections of the property, to ensure there isn't any damage that is going unreported by your renters or ignored by your PM.

Melyssa Green · Answer

@Kaycee Wegener - they have inspections every 6 months. It's only been 2 so far. But seeing that they'll be going to the house to view the issues, I'm sure they'll do a quick inspection.

Thomas S. - this is where I'm not sure how I want to handle this. Initially, I didn't want tenants knowing that I'm the owner of the property. And I have read that some owners just pass themselves off as one who "manages" the property, which I feel would be confusing if I already have a management company.

Melyssa Green · Answer

@Robert Melcher I have a kid of my own. Luckily I don't get too many excuses from him as I can read him like a book. The management company does a walk through every 6 months. Seeing that it's only been 2 months, we have some time. Since they'll be going there to personally view the problem, I'm sure they'll get an idea whether or not there are any other issues.

Several sets of eyes and handing out cards when you hear of issues arising is a smart move.

Johnathan Alesso · Answer

You are not alone with PM frustrations.  In my ten years of investing, I have passed through many suboptimal, if not errantly awful, property managers until finding a great one.  You can give yourself a  break because most of us have immense difficulty in finding a good one.

That said, I find that the PM's responsiveness and "reachability" is a great indicator of their overall performance.  If they are on top of communications with you, all other factors tend to fall into place.

In California, there should be no shortage of PMs and PM companies.  If you want to chat, send me a message.  I live here in San Diego and can make a recommendation.

Good luck!

Melyssa Green · Answer

Hi @Ryan Scott Isacksen - after speaking to the management company last night, they are going to the house to personally look into the problem, and contact one of their vetted handyman to check on it as well. I'm waiting to hear back.

But good tip about speaking with other property owners the management company has been hired by. I'm definitely learning a lot here.

Melyssa Green · Answer

@Robert Gilstrap Yes, I rented to a friend's relative. I've never met her, but we chatted on the phone about her being a possible renter. This was before I found a property management company to use. I sent an email (for a paper trail) asking them to look into it, and planned to follow up. Not knowing both sides of the story, I didn't blame anyone. I got a call and emails from the management company stating their side of the story. It's basically being taken care of. They said that they are going to my SFR to see the issues themselves and will report back to me.

Since I have had past contact with the tenant and they have my personal number, I suppose I should let them call me if they feel that property management is not being responsive. But for future tenants, I'd prefer not to be available for them, but I guess do a better job in touching base with the management company on at least a monthly basis.

Ryan Scott Isacksen · Answer

Everyone, I think you may have missed that this is a single family residence.

A high-tech management company is going to eat up any profit from a SFR if they will even consider managing it.

@Melyssa Green,

Do a walk-through of your house and see how things look.  That will tell you how things are being managed.

Don't base anything on speculation.

Also, raving reviews from tenants may not be the place that manages your property the best from an investment point of view.  Maintenance issues shouldn't be ignored but tenants aren't happy when deposits are held for legitimate deductions or they can't repaint the house or you won't change out carpet to laminate floors, or bill you to replace the tenant's light bulbs.

The best way to vet a management company in my opinion would be to speak to their other customers, the owners of the property they manage.

Robert Melcher · Answer

@Robert Gilstrap exactly.  I NEVER encourage an alternate channel with tenants.  Ever try to solve something when your kid says "but mom told me...."?  Our landlords can see every open maintenance request through their account portal, what's been paid, what's open and pending.

We also do mid-lease inspections and our contractors are schooled to look for issues when they visit for repairs.  We have several sets of eyes to help, and if we get an HOA violation or neighbor calling (we give cards to every one) we schedule a visit.  Where there's smoke....

How to Find Out If Property Management is Doing Their Job?

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