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Missing Property Condition Information

Shalisse
Director of Management Services
·
3 mins read
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We always aim to set clear expectations from the start, especially when placing new tenants. In the Fall of 2023, we inherited a property along with its existing tenants. Unfortunately, we didn’t receive much information about the condition of the home. When we got feedback about the move-out process, it became clear that the previous management company hadn’t passed on the necessary documentation. This led to frustrations about deposit discrepancies and issues that weren’t resolved.

What Went Wrong: Gaps in Documentation and Communication

Reading the review, we completely understand where the frustration came from. When we took over the property, we didn’t have clear details about the home’s condition or the tenant’s history with the previous management. This left us in a tricky spot when it came to handling the move-out and security deposit.

We know how important it is to feel confident about your deposit, and this situation didn’t meet that standard. The discrepancies were mainly due to missing documentation from the previous company, but we take full responsibility for how we handled the situation and could’ve communicated better.

How We Handled It: Taking Action and Improving

Once we were aware of the issue, we jumped in to fix it. We got in touch with the property owners and the previous management company to get the full picture. We also worked to resolve any issues that were our responsibility as quickly as possible.

This experience helped us realize we need a better system for when we take over properties. So, we created a new checklist to ensure we’re getting all the right info up front, every time. Now, we inspect every property within 72 hours of onboarding and cross-reference everything from damages to deposit details with the homeowner and the previous management company.

The Lesson Learned: Getting Better Every Day

We’re grateful for the feedback, even if it wasn’t easy to hear. It pointed out where we can improve, and that’s exactly what we’re doing. We’ve updated our processes so we can avoid situations like this in the future and be more transparent and efficient moving forward.

We’re committed to getting better every day and making sure we do right by everyone—homeowners, tenants, and us. Thanks for sharing your experience with us. We’ll take it to heart and use it to improve for the future.