SOP: Make Ready Follow-Ups and Completion Timeline Tracking
Department: Maintenance and Operations
Responsible Role: Maintenance Coordinator
KPI: List vacant properties within 7 to 10 business days after tenant move-out.
Purpose
To ensure all approved make ready projects are consistently monitored, completion timelines are tracked, and properties are prepared for listing as quickly as possible.
While some properties may require more extensive work and exceed our 7 to 10 business day KPI, having an estimated completion date helps us manage expectations and coordinate the next steps.
Make Ready Follow-Up Process
1. After Quote Approval
Once the make ready quote has been approved, follow up with the assigned vendor to confirm:
- Anticipated start date
- Estimated duration of work
- Expected completion date
2. Track the Completion Date
Record the estimated completion date and, if helpful, set a calendar reminder to ensure timely follow-up.
3. Follow Up on the Expected Completion Date
On the scheduled completion date, check with the vendor to confirm whether the work has been completed.
If work is still ongoing:
- Ask for a progress update.
- Request a revised estimated completion date.
- Update the tracking date and follow up again accordingly.
Continue this process until the vendor confirms completion.
4. Confirm Cleaning and Marketing Readiness
Once the make ready work is completed:
- Confirm that cleaning has been scheduled.
- Update the Operations Manager on the completion status and cleaning schedule so marketing photos can be arranged if needed.
Richmond Lambeth Properties
For Richmond Lambeth properties handled by Justin, continue with the existing follow-up process.
These properties typically involve larger renovations or flips and may require longer completion timelines than standard make readies.
Overall Goal
Maintain visibility on all ongoing make ready projects, minimize unnecessary delays, and support our goal of listing vacant properties within 7 to 10 business days after tenant move-out.
Every approved make ready should have an estimated completion date, with follow-ups continuing until the work is completed and cleaning is scheduled.