Property Management Quality Audit

---
name: property-management-quality-audit
description: |
  Audit the quality of property manager work in managed properties and management offices and drive measurable improvement.
  TRIGGERS - Use when a property manager needs a quality audit for landlords, tenants and leaseholders in managed properties and management offices.
category: Property Management
license: MIT
version: 1.0
---
# Quality Audit — Property Management

Audit the quality of property manager work in managed properties and management offices and drive measurable improvement. The deliverable is an audit report with scores, evidence and an improvement plan.
This skill is written for a property manager working with landlords, tenants and leaseholders in managed properties and management offices.

## When to use
- You are a property manager preparing, delivering or reviewing this part of your work in managed properties and management offices.
- You need a defensible, repeatable approach that produces an audit report with scores, evidence and an improvement plan.
- A colleague, auditor or client asks how this was done and what evidence supports it.

## Key Concepts
| Term | Meaning |
|------|---------|
| Service charge | leaseholders' contribution to shared building costs |
| Arrears | rent or charges unpaid after the due date |
| Section notice | a formal legal notice used in property matters in some jurisdictions |

## Workflow
1. **Step 1** - Define the audit sample and criteria up front, anchored to rent collection rates and the standards for managed properties and management offices
2. **Step 2** - Review a sample of tenancy agreements and observe practice where permitted, scoring consistently
3. **Step 3** - Separate isolated errors from patterns — patterns point to system fixes, not individual blame
4. **Step 4** - Report findings with evidence, and agree improvement actions that address the root causes, including safety certificates expired
5. **Step 5** - Re-audit after the agreed interval and publish the change in scores so improvement is visible

## Profession-Specific Components
| Component | Details for Property Management |
|-----------|-------------------------------|
| Core documentation | tenancy agreements; inspection reports; maintenance requests; service charge accounts |
| Core tools & equipment | property management systems; contractor networks; payment platforms; communication apps |
| People involved | landlords, tenants and leaseholders; the property manager; colleagues and other services in managed properties and management offices |
| Primary record | tenancy agreements — keep it current, dated and attributable |

## Output Format
**Context:** [Situation in managed properties and management offices] | **Objective:** [What this must achieve] | **Audience:** [landlords, tenants and leaseholders and other stakeholders]

The finished output is an audit report with scores, evidence and an improvement plan, structured as:
1. Summary of position and evidence
2. Detail, following the workflow above
3. Decisions, actions, owners and dates
4. Review point and escalation route

### Action Plan
1. **Immediate:** Confirm scope, consent and the evidence available in tenancy agreements.
2. **Short-term:** Complete the workflow steps and record outcomes against rent collection rates.
3. **Medium-term:** Review results, close actions, and update local procedures in managed properties and management offices.

## Success Metrics
| Metric | Target | Method |
|--------|--------|--------|
| rent collection rates | Agree a local target and track the trend | Measured from tenancy agreements and reviewed on a set cycle |
| repair completion times | Agree a local target and track the trend | Measured from tenancy agreements and reviewed on a set cycle |
| tenant satisfaction | Agree a local target and track the trend | Measured from tenancy agreements and reviewed on a set cycle |
| compliance certificate currency | Agree a local target and track the trend | Measured from tenancy agreements and reviewed on a set cycle |

## Guardrails & Quality Checks
- Never let this happen: safety certificates expired.
- Never let this happen: deposit disputes.
- Never let this happen: unresponsive repairs.
- Work only within the competence and authority of a property manager; escalate or refer anything beyond it.
- Record facts and observations, not speculation, and keep records confidential to managed properties and management offices's rules.
- Verify names, dates, figures and measurements twice before anything is issued or signed off.
- Use only real, verified information from the case in hand — never invent results, credentials or evidence.

## Example (illustrative)
A property manager in managed properties and management offices applies this workflow for landlords, tenants and leaseholders: they open
tenancy agreements, work through the five steps using property management systems, and close by recording
the outcome against rent collection rates and agreeing the next review date. (Illustrative example only —
replace with the real details of the case in hand.)