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Operations

Running the managed properties day to day: tenants, requests, rents, maintenance and reporting to owners — automated where it repeats, done by a person where it needs judgement.

Purpose

Operations delivers what the mandate promises (Services). It holds the property's data, its accounts and every request about it. Abitello's own books are in Finance.

Processes

Take over a property

1. Trigger: a signed mandate (Acquisition).
2. Collect: units, tenants, leases, contracts with service providers, insurance policies, keys, the accounts of the previous manager.
3. Set up: the property, its units and tenants in our systems; the property's own bank account.
4. Inform: tenants and service providers about the new manager, and how to reach us.
5. Result: a property that runs on our processes.

Handle a request

1. Trigger: a tenant or owner reports something — a defect, a question, a complaint.
2. Register: the request gets a number and is confirmed to the sender at once.
3. Decide: routine requests follow their workflow; anything else goes to a person.
4. Act: order the craftsman, answer the question, or escalate to the owner.
5. Close: the sender is told the outcome; the request is closed with its costs.

Rents and costs

1. Rents are expected on the due date and matched automatically with the property's bank account.
2. Arrears trigger a reminder, then a second reminder, then a call by a person.
3. Invoices for the property are checked, approved and paid from the property's account.
4. Ancillary costs are settled once a year with each tenant.

Report to the owner

The owner receives the property's figures and open requests on a fixed rhythm, and the annual statement with the ancillary-cost settlement.

Rules

• Every request has a number, and the sender always knows its state.
• The property's money stays in the property's account, never in Abitello's.