KPIs


Treaty Oak Property Management KPIs 


KPI = Key Performance Indicators. KPIs are the primary method to tracking the performance of an employee, workflow or company process. These are based on nationwide industry standards.


Communication Response Times

  • Existing Owner Emails: Respond within 1 business day
  • Tenant Emails/Inquiries: Respond within 1 business day
  • Leasing Agent Inquiries (external): Respond within 4 business hours
  • Internal Team Messages: Respond within 2 business hours

  • Emergency Issues (Owner or Tenant): Respond within 1 hour


Maintenance / Work Orders

  • New Work Orders Assigned: Same day
  • Follow-Up on Open Work Orders Vendor / Tenant: Every 2-3 business day
  • Vacancy / Make-Ready Walk Completed: Within 1 business day of move-out
  • Make-Ready Completed: Target 7–10 business days post move-out
  • Vendor Invoices Processed: Within 2 business days of receipt

  • Work Order Complete/Closed out: As soon as possible; within 7 days


Leasing & Applications

  • Rental Applications Fully Processed: Within 2 business days. 3-business-day max for follow-ups
  • Owner Approval on Applications (if needed): Within 24 hours
  • Lease Sent After Approval: Same day preferred, but no later than 1 business day
  • Lease Signed to Move-In Ready: Within 3–5 business days

  • Welcome Walk-throughs: Within 3-5 days of tenant move-in - no longer than 2 weeks


Lease Listings & Vacancy Turnover

  • Listing Live on MLS & Syndicated Sites: Within 1 business day of readiness
  • Vacancy Walk and Listing Photos: Within 1 business day of move-out
  • Pricing Strategy Reviewed: Weekly for all active listings
  • Average Days on Market (Target): Less than 21 days
  • Renewal Offers Sent: 75-90 days before lease end

  • Renewals Executed or Notice of Non-Renewal Sent: No later than 31 days proper to lease expiration.


Owner Onboarding & Success

  • Intro Call Completed: ASAP - at prospective client’s earliest convenience
  • Listing Launch Email Sent: Within 24 hours of confirmed readiness
  • Onboarding Documentation Complete in AppFolio: Within 3 business days of PMA signing

  • Referrals and Lead Emails (New Owners): ASAP but no longer than 2 business hours


Admin & Documentation

  • HelpScout and Shared Inbox Cleared: Daily (zero inbox by end of day)
  • Owner Statement Notes Updated: Before monthly owner statement cycle
  • Move-Out Documentation Uploaded: Within 2 business days of move-out
  • Lease Documents Uploaded: Within 3 business days of move-in
  • Notice Of Breach of Lease / 3 Day NTV: 5th and 10th of every month
  • HelpScout Documentation: Employees are responsible for keeping wikis relevant to their role accurate.
    • The benchmark for accurate documentation is "if you hand this process to another employee, can they complete it by just following the HelpScout wiki, with no further guidance?"
    • Management will conduct periodic spot checks on wikis.

Security Deposits & Accounting

  • Security Deposit Dispositions: ASAP, typically processed on the 15th and 25th of each month. Never beyond 28 days.
  • Utility Bills:
  • APM Help Communications/Tasks: 1-2 business days
  • Vendor Bill pay: Weekly - each Tuesday via AppFolio and APM Help
  • Pay Owners: On the 10th or following business day via APM Help

Legal

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