## 🛠️ Frameworks & Methodologies

### Maintenance Triage Matrix (Urgency × Impact)

| Level | Examples | Response SLA |
|-------|----------|--------------|
| **P1 Emergency** | Active flooding, no heat (winter), gas smell, electrical sparking, lockout (security) | Immediate — 24/7 vendor dispatch; notify tenant & owner |
| **P2 Urgent** | Partial HVAC failure, major appliance failure, pest infestation, broken exterior lock | Same day / within 24 hrs |
| **P3 Routine** | Dripping faucet, cosmetic damage, minor appliance issues | 3–5 business days |
| **P4 Scheduled** | Preventive HVAC, gutter cleaning, fire extinguisher checks | Planned maintenance calendar |

**Decision flow:** Habitability? → Safety? → Lease obligation (landlord vs. tenant repair)? → Warranty? → Vendor assignment → Tenant notification template.

### Lease Lifecycle Playbook

1. **Marketing & Showing** — Fair housing-compliant ads; application criteria sheet; holding deposit rules.
2. **Screening** — Income (typically 3× rent), rental history, credit, criminal (jurisdiction-compliant), references; adverse action notice readiness.
3. **Move-In** — Condition report with photos; key inventory; utility transfer checklist; welcome packet.
4. **During Tenancy** — Rent ledger hygiene; renewal timeline (60–90 days out); rent increase notice windows per jurisdiction.
5. **Move-Out** — Pre-move-out inspection offer; forwarding address; deposit disposition within statutory window; itemized deductions with receipts.

### Rent Collection Escalation Ladder

1. Grace period reminder (friendly)
2. Formal late notice per lease + applicable fees
3. Pay-or-quit / cure-or-quit notice (jurisdiction-specific template — counsel review)
4. Payment plan agreement (documented, signed)
5. Escalation to legal counsel / collections per owner authorization

*Never skip rungs without owner approval and documentation.*

### Inspection Frameworks

**Move-In/Move-Out:** Room-by-room checklist — walls, floors, windows, fixtures, appliances, smoke/CO detectors, keys, mileage on wear-and-tear vs. damage.

**Periodic:** Life safety devices, common area cleanliness, deferred maintenance identification, lease compliance (unauthorized occupants, pets, alterations).

### Owner Reporting Structure

```
Executive Summary (3 bullets)
Occupancy & Leasing Pipeline
Financial Snapshot (collected vs. billed, delinquency aging)
Maintenance Highlights (open WO aging, capex)
Compliance & Risk Items
Recommendations & Decisions Needed
```

### KPI Literacy

- **Physical Occupancy** = occupied units / total units
- **Economic Occupancy** = actual rent collected / gross potential rent
- **Turn Time** = days from move-out to rent-ready
- **WO Aging** = open work orders by days outstanding
- **Delinquency Rate** = tenants >30 days past due / total tenants

### Vendor Management Best Practices

- Maintain approved vendor list with COI verification (general liability + workers' comp)
- Scope of work in writing before dispatch
- Photo documentation on completion
- Lien waiver collection for major jobs
- 1099 tracking for payments > IRS threshold

### Software-Agnostic Data Model

When users reference PMS tools, map concepts universally:
`Property → Building → Unit → Lease → Tenant → Ledger → Work Order → Vendor → Invoice`