Choosing a property manager is a big decision, but knowing what to ask can be just as challenging. Property management companies often use the same terms to describe what they do, but the quality and experience can be as different as a $2 drive-thru burger and a $25 meal at a high-end restaurant. Same name, completely different level of service.
That’s why we’ve pulled together 35 questions to help you think through what really matters to you. You don’t need to ask all of them. Use this list as a guide to compare companies, spot red flags, and uncover things you might not have thought to ask. We’ve answered each one based on how we actually operate: the systems we’ve built and the standards we are working toward every day.
Communication
How quickly do you respond to owner emails or calls?
We’ve been working hard to improve our response times, and we’ve put some clear internal targets in place to help with that. During business hours, we aim to return calls within 1 hour whenever we can. Even if we’re still working on a full answer, we try to check in quickly so you’re not left wondering.
For emails, we aim to provide a status update within 4 business hours. If something comes in after hours, we respond by 11:00 am the next business day.
Our on-call team handles urgent after-hours emergencies within 30 minutes, and we return routine after-hours calls by 10:00 am the next business day.
We don’t hit these marks 100% of the time; sometimes volume or timing gets in the way, but they’re the standard we’re working toward every day.
What’s your written policy for responding to maintenance requests from tenants?
Our residents submit maintenance requests through our online portal, which sends an automatic confirmation right away. From there:
- During business hours, non-urgent requests are reviewed and assigned to a vendor within 2 business hours.
- We aim to have repairs scheduled and completed within 2 business days, depending on vendor availability and parts.
- If there’s a delay, we update the resident with a revised timeline.
- After business hours, requests are still acknowledged immediately by the system and assigned to a vendor by 10:00 am the next business day.
We have a dedicated maintenance coordinator whose number one priority is making sure maintenance is handled well. That means following up with vendors, checking in daily on open work orders, and making sure residents aren’t left waiting without answers. It’s not just about assigning tasks, it’s about seeing them through.
Do you have different response time standards for urgent vs. non-urgent issues?
Yes, we handle emergency maintenance very differently from routine requests.
What counts as urgent?
- No AC during extreme heat
- Active flooding
- Major electrical problems
- Anything that threatens health, safety, or could cause damage to the home.
How do you respond?
For urgent issues, we dispatch a vendor right away—whether the request comes in during business hours or through our 24/7 emergency line after hours. Vendors are expected to begin repairs the same day when possible.
What if the repair can’t be completed immediately?
If a full fix isn’t possible within 24 hours, we coordinate a temporary solution and keep the resident informed. Our maintenance coordinator follows up closely to make sure everything stays on track.
Can you give me an example of how you handled a communication breakdown in the past?
Mistakes and failures are inevitable, especially in a business that involves multiple people, properties, and moving parts. When there’s a breakdown in communication, whether between us and a resident, a vendor, or a property owner, we take responsibility and treat it as a process failure, not a personal one.
Our first step is to acknowledge the gap and get the right information to the right people quickly. We follow up directly with whoever was affected, clarify what happened, and explain what’s being done to resolve it.
Internally, we dig into what allowed the breakdown to happen. Was a follow-up missed? Was something not logged properly? Once we identify the root cause, we adjust our systems to make sure it doesn’t happen again. It’s not just about putting out the fire. It’s about fireproofing for the future.
Transparency
How do you bill for maintenance — hourly, percentage, or book time?
We do not add any markup to standard maintenance invoices. What you see on the vendor’s bill is exactly what you pay.
For larger or more complex situations, such as insurance claims, remodels, or extraordinary repairs that involve multiple steps or require in-person oversight, we charge an hourly fee. This covers the time we spend coordinating vendors, managing timelines, making site visits when needed, and ensuring the work is completed properly.
Do you own your own maintenance company or employ in-house technicians?
No, we do not own a maintenance company or employ in-house technicians. All of our maintenance work is handled by third-party vendors who are licensed, insured, and specialized in their trades.
We occasionally handle very minor tasks ourselves if no one else is available to do them, but that is strictly a last resort. Our goal is always to use the right professional for the job.
Will I see copies of the original vendor invoices?
Yes. You will always see the original vendor invoices attached to your monthly owner statement, so you can see exactly what was charged and who performed the work.
Do you use property management-specific software, and can I access statements online?
We use an industry-standard property management software. As an owner, you’ll have secure access to your online portal where you can view your monthly financial statements, original vendor invoices, year-end tax documents, and payment history at any time.
You’ll also be able to see maintenance records, including submitted work orders, notes, photos (if available), and final costs, once the job is completed and processed. You’ll always have access to a clear record of what was done and how much it cost.
How often will I receive my owner statement and rent payment?
We send out owner payments and statements on the first business day of the following month. So, for example, rent collected in August will be deposited and reported on the first business day of September.
This gives us time to collect rent, process any expenses, and make sure everything balances out correctly. Your statement is uploaded to your owner portal, and funds are sent via direct deposit to your bank account.
Maintenance & Repairs
How quickly do you assign and complete maintenance requests?
We aim to move quickly on all maintenance issues so residents feel heard and small problems don’t turn into bigger ones. Our dedicated maintenance coordinator monitors incoming requests during business hours and assigns non-urgent work to a vendor within a couple of hours.
Most routine repairs are expected to be completed within 2 business days, depending on vendor availability and parts. If anything is delayed, we follow up with the resident and adjust timelines as needed.
For urgent or emergency issues, we act immediately. A vendor is dispatched as soon as possible. If a full fix takes longer, we coordinate a temporary solution and keep everyone informed throughout the process.
How do you communicate with tenants about the status of their repair?
Residents get an automatic confirmation with troubleshooting for common items as soon as they submit a maintenance request through the portal. When a vendor is assigned, the resident receives both a text and an email with the vendor’s name so they know who to expect and can coordinate if needed.
If there are any delays, like vendor rescheduling or waiting on parts, we follow up with an update and a revised timeline. Once the repair is completed, we check in to confirm the issue is resolved. Every step is documented in the system, so we have a clear record from start to finish.
Do you have preferred vendors, and how do you choose them?
Yes. Over the past 20 years, we’ve built strong relationships with a trusted network of local vendors. We’ve worked with most of the contractors in town and know who does quality work, shows up on time, communicates well, and stands behind their work. We don’t just go with the cheapest option. We choose vendors who are reliable, fairly priced, and aligned with our standards.
One of the most common complaints we hear, from both out-of-town owners and local homeowners, is that it’s hard to get anyone to show up or do the job right. In a small town where good vendors are in short supply, having established relationships and consistent access makes a real difference.
How do I get updates and see details about work orders?
You’ll receive an email notification when a work order is closed. That email includes the description of the work order and any closing notes so you’re always informed when something has been resolved.
You can also log into your owner portal to view the full history. This includes the original request, internal notes, any photos submitted, closing comments, and the final invoice.
Finally, each closed work order is included on your monthly owner statement, showing the work order description, cost, and any final notes. All in one place for easy reference.
What’s your process for handling repeat maintenance requests for the same issue?
If a resident submits a second request for the same issue, we treat it as a priority. Our maintenance coordinator reviews the work order history, checks notes, and contacts the resident to understand what’s still unresolved.
If the issue wasn’t handled properly the first time and it qualifies as a callback, we follow up with the vendor directly and track these cases closely to make sure vendors take responsibility when appropriate.
Depending on the situation, we either send the original vendor back or assign a new one to re-evaluate the issue. Our goal is to fully resolve the problem and prevent it from recurring.
Property Assessments & Inspections
How do I know my property is being maintained?
At move-out, we complete an extensive inspection that includes a multi-page report with detailed photos, 360° images of every room, and video when needed. This thorough documentation gives us a clear comparison of the residents' move-in report and our previous make-ready inspection, so we can fairly assess any damage and handle the security deposit properly.
We complete a final walkthrough before every move-in to confirm the property is in excellent condition. During that visit, we also refresh marketing photos and 360° tours if needed, verify that all repairs have been completed, and make sure everything is ready for the resident before they receive keys.
How long does each inspection take, and what’s on your checklist?
Move-out assessments typically take between one and a half to two and a half hours, depending on the size and condition of the property. We take our time because these inspections are critical for protecting your investment and holding residents accountable.
As for the checklist, it’s not about what we include; it’s about whether there’s anything we don’t. And as far as we know, no. There’s nothing in the house we don’t look at or touch. We assess appliances, plumbing, surfaces, fixtures, safety features, the exterior, and everything in between.
All of it gets logged in our inspection software so we have a complete, time-stamped record to refer back to when needed.
Do you take photos or videos during inspections?
Yes. We take detailed, time-stamped photos during every move-in and move-out inspection. We also capture 360° images of each room and use video when needed.
This level of documentation helps protect us during deposit disputes, gives us a clear record of property condition, and ensures we’re all working from the same set of facts, not just opinions.
Who conducts the inspections — your staff or a third party?
All inspections are handled in-house. They’re typically conducted by our maintenance coordinator, who is trained to follow a detailed inspection protocol and knows exactly what to look for.
During busier seasons with multiple move-outs happening at once, our entire team may assist with inspections in the field.
How do you handle tenant-caused damage at move-out?
If we find tenant-caused damage during the move-out inspection, we document it with photos and notes. We compare that against the move-in inspection and our previous move-out inspection to confirm the damage wasn’t pre-existing. If it’s clearly beyond normal wear and tear, we deduct the cost of repair or replacement from the tenant’s security deposit.
We also provide an itemized list to the tenant, along with documentation to support each charge. Our goal is to be fair, consistent, and fully backed by evidence in case of a dispute.
Tenant Screening
What’s your minimum credit score requirement?
For non-student applicants, a TransUnion credit score of 620 or above qualifies for standard approval. If the score falls between 580 and 619, the applicant may still be conditionally approved, but only with a deposit equal to two times the standard amount. Applicants with a score of 579 or below are automatically denied.
Groups applying together will have their individual scores averaged and evaluated under the same thresholds.
For student applicants, their personal credit score is not considered. Instead, they must have at least one guarantor with a credit score of 700 or above.
What rent-to-income ratio do you use?
We require that the total monthly rent not exceed 45 percent of the combined monthly net income. If the ratio reaches 46 percent or more, the application is automatically denied.
For applicants using a guarantor, we factor in the guarantor’s income and current rent or mortgage when calculating that ratio. If multiple guarantors are involved, we combine all their incomes for the calculation.
Do you verify rental history with previous landlords?
Yes. We contact current and previous landlords as part of our application screening process. We ask about payment history, lease violations, property condition at move-out, and whether they would rent to the applicant again.
That said, rental history can be difficult to verify. In many cases, landlords don’t respond, or the information is incomplete. When applicants have rented from self-managing landlords, it’s especially hard to confirm the accuracy of what’s reported. Because of that, we don’t rely heavily on rental verification unless we’re able to get something substantial and verifiable. It’s one part of the application, not the deciding factor.
How do you check for fraudulent documents?
We use cutting-edge technology designed specifically to detect document fraud. The system can identify whether a pay stub or bank statement has been edited, even in ways that aren’t visible to the eye. It scans for hidden inconsistencies, formatting errors, and known manipulation patterns that signal a fake document.
We also require full ID verification. Applicants must take live photos of themselves from three different angles to confirm their identity matches their government-issued ID. This helps prevent identity fraud and ensures the person applying is who they say they are.
Document fraud is becoming more common and more common.
What’s your process if a tenant barely meets your criteria?
We’ve fine-tuned our application criteria over the years to strike the right balance between risk and opportunity. If an applicant meets the minimum thresholds, even just barely, we’re confident they can financially handle their obligations.
We don’t make case-by-case exceptions or rely on gut feeling. If someone qualifies under our screening standards, it means they’ve been vetted through a system we trust.
Legal & Compliance
How do you stay current on Fair Housing laws?
We stay up to date through ongoing training, legal resources, and industry associations. Fair Housing is built into how we operate, not just because it’s the law, but because treating everyone equally is the right thing to do.
All team members complete Fair Housing training during onboarding and participate in refresher training every two years. We also understand that a Fair Housing violation doesn’t just create liability for the property manager; it can also put the owner at risk. That’s why we follow clear internal policies to make sure everything we do is consistent, compliant, and defensible.
Do you have written tenant screening criteria that you apply to every applicant?
Yes. We have written screening criteria that we apply consistently to every applicant. These standards have been refined over time not only to protect your investment but also to protect you from potential Fair Housing violations.
Every applicant is screened the same way using the same policies, with no guesswork or gut decisions. Our application requirements are publicly posted, so there’s complete transparency about what we look for and how we make decisions.
How do you handle requests for Emotional Support Animals?
We follow Fair Housing guidelines when handling Emotional Support Animal (ESA) and service animal requests. We use a third-party service that specializes in Fair Housing compliance to verify the documentation. This ensures the paperwork confirms the animal is a legitimate service or assistance animal under federal and state law.
Once approved, the animal is not considered a pet, and pet fees or restrictions do not apply. We take these requests seriously and verify them thoroughly to protect both the resident’s rights and the owner’s legal interests.
What’s your process for enforcing lease violations?
We handle lease violations promptly and consistently. When an issue is reported or observed, we document the problem and reach out to the resident to verify and address it.
If needed, we issue a formal lease violation notice with clear instructions on how to correct the issue and a deadline for compliance. If the resident does not correct the problem, we move forward with next steps. This may include fines or legal action, depending on the severity.
How do you document and follow up on those violations?
Every lease violation is logged in our system with photos, notes, and a copy of the notice sent to the resident. We keep a full record of what the issue was, when it was reported, how we addressed it, and whether it was resolved.
Once a notice is issued, we follow up after the deadline to confirm compliance. If the issue has not been corrected, we escalate based on the terms of the lease.
BONUS: Business Practices & Philosophy
What is your staff-to-unit ratio?
We intentionally keep our staff-to-unit ratio low, no more than 50 units per operational team member. That includes everyone directly involved in the day-to-day management of your property, from leasing to maintenance coordination.
We don’t overload our team just to grow our portfolio, and we don’t understaff in order to increase profits. When property managers stretch their staff too thin, service always suffers. Communication slows down, details get missed, and owners end up in the dark. We avoid that by staffing based on the level of service we expect to deliver. This allows us to respond quickly, follow up thoroughly, and stay proactive rather than reactive.
What’s your process for onboarding a new owner?
Most of the time, we’re onboarding properties that are either newly purchased or recently vacated by the owner, so we’re starting with a clean slate. Once the management agreement is signed, we gather the key details we need, then take the lead from there.
As part of onboarding, we complete a detailed property assessment to document the condition of the home, including appliances, major systems, and serial numbers. From there, we coordinate any needed rent-ready work and move the property into marketing and leasing.
You’ll get a welcome email with portal access and an outline of what to expect. From that point on, we manage the process so you don’t have to stay in the weeds.
How do you handle conflict between tenants and owners?
Owners and residents do not have direct contact with each other. That’s an intentional boundary we enforce. Owners aren’t expected to know what they legally can or cannot say to a resident, and even a well-meaning comment could lead to misunderstandings or legal risk. Our job is to protect our clients, and that starts by making sure all communication flows through us.
We do our best to operate as an objective third party in every situation. If a resident or an owner feels something should be handled a certain way, we don’t respond based on opinion or pressure. We make decisions based on the lease, the law, and what’s in the long-term interest of the property. That’s how we keep things fair, consistent, and professional for everyone involved.
What’s your average tenant retention rate?
We typically turn over between 20 and 30 percent of our properties each year, which means we retain 70 to 80 percent of our residents annually. That’s significantly better than the national average, which hovers around 45 to 50 percent turnover.
High retention means lower vacancy costs, less wear and tear from frequent moves, and more stable rental income for our clients.
How do you market vacancies?
We market every vacancy across 50+ rental websites, including Zillow, Trulia, HotPads, Realtor.com, and our own company site.
In addition to online advertising, we maintain a waiting list of over 1,200 prospective residents who are actively looking. They receive instant email alerts when a new property becomes available.
We also notify every lead that has inquired with us over the past two years. Using their saved search criteria, we match them with new listings and send notifications.
What’s one thing you do differently from other property managers in this market?
We don’t just collect rent and react to issues. We run a full operational system with clear policies, strict processes, and a well-trained team behind every decision. We believe in putting the right people in the right seats, which is why we have dedicated specialists for every part of the operation. Our maintenance coordinator, resident specialist, operations manager, and accountant each focus on their area so nothing falls through the cracks.
We’re not focused on rapid growth. Our priority is delivering a consistently high level of service to everyone we work with: owners, residents, and vendors. We’ve built a structure that’s sustainable, responsive, and designed to support quality relationships and long-term results.
