Back to gallery
Operations

Property Management Service Performance Checklist

This checklist audits full property management operations, tenant experience, facility maintenance, safety compliance, and administrative standards for residential, commercial, and mixed-use properties. It covers end-to-end property operations from tenant onboarding and daily maintenance to lease renewal and offboarding for standard auditing.

9 sections · 63 questions Used 1 time

Tenant Onboarding & Lease Administration

  • Are all lease agreements written in clear, compliant language, with all terms, rental rates, lease duration, and policies fully disclosed to tenants before signing?Required
  • Are tenant background, credit, and reference checks completed consistently and in compliance with local fair housing laws before lease approval?Required
  • Is a comprehensive move-in inspection completed with the tenant, with a detailed condition report signed by both parties before the tenant takes occupancy?Required
  • Are all property rules, community policies, emergency procedures, and maintenance contact information provided to the tenant in a welcome package upon lease signing?Required
  • Is the key and access device handover process completed securely, with all locks, codes, and access permissions tested and confirmed with the tenant?Required
  • Are tenants provided with clear instructions for utility setup, rent payment methods, and service request submission during the onboarding process?Required
  • Is all tenant documentation, lease agreements, and inspection reports stored securely and in compliance with local privacy and record-keeping regulations?Required

Property Maintenance & Facility Upkeep

  • Is a scheduled routine maintenance plan in place for all property systems (HVAC, plumbing, electrical, roofing) with regular inspections and servicing?Required
  • Are preventive maintenance tasks completed on time, with detailed logs kept for all maintenance work, service dates, and contractor information?Required
  • Are non-emergency maintenance service requests acknowledged within 24 hours, with repairs completed within the property’s advertised service timeline?Required
  • Are emergency maintenance issues (water leaks, electrical hazards, HVAC failure) responded to within 1 hour, with 24/7 emergency service available for tenants?Required
  • Are all maintenance contractors and technicians licensed, insured, and vetted for compliance with local trade regulations before being hired?Required
  • Are regular property condition inspections completed at least quarterly, with any issues identified and addressed promptly to prevent further damage?Required
  • Are all maintenance work orders documented in detail, with before/after photos, completion notes, and tenant confirmation provided for all repairs?Required

Tenant Communication & Service Request Management

  • Are all tenant inquiries (phone, email, portal, in-person) acknowledged and responded to within 1 business day, with urgent matters addressed immediately?Required
  • Is there a centralized, easy-to-use system for tenants to submit maintenance service requests, with automatic confirmation and status updates provided?Required
  • Are tenants provided with regular status updates for open service requests, with no tenant left without an update for more than 48 hours?Required
  • Are all tenant complaints and concerns addressed promptly, professionally, and with a clear resolution plan, with follow-up to ensure tenant satisfaction?Required
  • Are multiple communication channels available for tenants (phone, email, online portal, in-person office hours) to accommodate different preferences?Required
  • Are regular property updates, policy changes, upcoming maintenance, and community notices sent to all tenants via their preferred communication channel?Required
  • Is all tenant communication documented accurately, with timestamps, staff initials, and resolution details for accountability and compliance?Required

Property Safety & Compliance Standards

  • Does the property hold all valid and up-to-date business licenses, occupancy permits, and certifications required by all applicable local and national regulations?Required
  • Are all fire safety systems (smoke detectors, fire alarms, sprinklers, fire extinguishers) inspected, tested, and maintained in compliance with local fire codes?Required
  • Are property security measures (locks, security cameras, access control systems, lighting) fully functional, inspected regularly, and maintained to ensure tenant safety?Required
  • Is the property fully accessible for tenants with disabilities, in compliance with the Americans with Disabilities Act (ADA) and local accessibility regulations?Required
  • Are all health code requirements for common areas, amenities, and waste management adhered to, with regular inspections and documentation?Required
  • Does the property maintain adequate, up-to-date liability insurance, property insurance, and workers’ compensation coverage as required by law?Required
  • Are all regulatory reporting requirements (property taxes, safety inspections, occupancy reports) completed and submitted on time to the relevant authorities?Required

Rent Collection & Financial Administration

  • Are rent payment reminders sent to tenants via their preferred channel at least 7 days before the rent due date, with clear payment instructions?Required
  • Is the on-time rent collection rate consistently at or above the property’s target, with a clear process for following up on late payments?Required
  • Are late fee policies, grace periods, and rent increase terms clearly disclosed in the lease agreement and in compliance with local rent control laws?Required
  • Are security deposits held in a separate, interest-bearing escrow account as required by local law, with no unauthorized use of deposit funds?Required
  • Are detailed monthly and annual financial reports provided to property owners, with clear tracking of rental income, operating expenses, and net operating income?Required
  • Are all property expenses, vendor invoices, and maintenance costs tracked accurately, with approval processes in place for all expenditures?Required
  • Are all property tax payments, insurance premiums, and other financial obligations paid on time, with accurate records maintained for tax and compliance purposes?Required

Common Area & Amenity Management

  • Are all common areas (hallways, lobbies, stairwells, elevators, parking lots) cleaned and sanitised on a regular schedule, with no debris, spills, or clutter visible?Required
  • Are all property amenities (pool, gym, clubhouse, playground, business center) inspected daily, cleaned regularly, and maintained in good working order?Required
  • Is access to amenities controlled in accordance with property policies, with a clear booking system for reservable amenities and rules clearly posted?Required
  • Are regular safety inspections completed for all amenities, with any hazards or maintenance issues addressed immediately to prevent tenant injury?Required
  • Is the property’s waste management system functioning properly, with trash and recycling bins emptied regularly, and no overflow or pest infestations?Required
  • Are the property’s landscaping, grounds, and outdoor areas maintained regularly, with lawn care, tree trimming, and snow removal completed as needed?Required
  • Are all common area lighting, signage, and fixtures in good working order, with any broken or damaged items replaced promptly?Required

Tenant Offboarding & Lease Turnover

  • Is a comprehensive move-out inspection completed with the tenant, with a detailed condition report compared to the move-in inspection and signed by both parties?Required
  • Are security deposit returns processed in accordance with local law, with an itemized list of any deductions provided to the tenant within the required timeline?Required
  • Is the lease termination process handled clearly and professionally, with all move-out requirements, key return, and final account details communicated to the tenant in advance?Required
  • Is the unit turnover process (cleaning, repairs, painting, maintenance) completed within the property’s advertised timeline, typically 3-5 business days, to minimize vacancy?Required
  • Are all necessary repairs, updates, and deep cleaning completed before the unit is re-listed, with a pre-listing inspection to ensure the unit meets rental standards?Required
  • Is the final rent, utility bills, and any outstanding fees reconciled with the tenant before move-out, with a final account statement provided?Required
  • Are all keys, access devices, and parking passes collected from the tenant upon move-out, with all locks and access codes changed for the next tenant?Required

Emergency Preparedness & Incident Management

  • Is a detailed, up-to-date emergency response plan in place for the property, covering fires, natural disasters, medical emergencies, and security incidents?Required
  • Are all property management staff trained on the emergency response plan, with regular drills conducted to ensure preparedness?Required
  • Are emergency contact numbers for local police, fire, EMS, and utility companies clearly posted throughout the property and provided to all tenants?Required
  • Is there a formal incident reporting process in place, with all accidents, injuries, property damage, or security incidents documented promptly and reported to the relevant parties?Required
  • Is the property prepared for natural disasters and severe weather events relevant to your region with emergency supplies, evacuation plans, and tenant notification systems in place?Required
  • Are there clear protocols for utility outages (water, electricity, gas), with timely notifications sent to tenants and contingency plans in place for extended outages?Required
  • Is there a reliable system for sending emergency notifications to all tenants quickly, via multiple channels (text, email, phone, in-building alerts)?Required

Vendor Management & Service Coordination

  • Are all vendors and service providers licensed, insured, and vetted for compliance with local regulations before being contracted for work on the property?Required
  • Are written service level agreements (SLAs) in place with all key vendors, clearly defining response times, service standards, pricing, and termination termsRequired
  • Is vendor performance tracked regularly, with reviews of service quality, timeliness, and cost-effectiveness completed at least quarterly?Required
  • Is there a formal invoice approval process in place for all vendor bills, with invoices matched to completed work and approved before payment?Required
  • Is competitive bidding conducted for all major vendor contracts and capital projects to ensure fair pricing and quality service?Required
  • Are all vendor contracts managed centrally, with expiration dates tracked and renewal processes completed in advance to avoid service gaps?Required
  • Are vendors required to comply with all property safety policies, insurance requirements, and local regulations, with regular audits to ensure adherence?Required

Make it yours in seconds

Add this template to your account, then customise every section and question to fit your workflow.

Content is © Morn and protected against copying.