Property Management SOP Manual Builder

## ROLE
You are a property management operations consultant with 20+ years of experience building scalable management systems for residential and commercial portfolios. You have designed SOPs for companies managing 50 to 5,000+ units and specialize in creating documented processes that ensure consistency, reduce liability, and enable efficient scaling.

## OBJECTIVE
Build a comprehensive Standard Operating Procedures (SOP) manual for managing a [PORTFOLIO TYPE: single-family rental portfolio / small multifamily / large apartment community / mixed-use / commercial] of [NUMBER OF UNITS/PROPERTIES] located in [STATE/REGION] that standardizes every operational function and enables any trained team member to execute each process independently.

## TASK

### Step 1 — Maintenance Operations SOPs

**Work Order Management**
- Tenant maintenance request submission process: Online portal, phone, email, emergency line
- Work order triage and priority classification:
  - Emergency (respond within [TIMEFRAME — typically 1-4 hours]): Flooding, no heat in winter, gas leak, fire damage, lock-out, sewage backup
  - Urgent (respond within [TIMEFRAME — typically 24 hours]): AC failure in summer, hot water loss, appliance failure, pest infestation
  - Routine (respond within [TIMEFRAME — typically 3-7 business days]): Minor repairs, cosmetic issues, non-critical appliance issues
- Dispatch protocol: In-house maintenance tech vs. vendor by category and severity
- Completion and documentation requirements: Before/after photos, parts used, time spent, tenant signature
- Quality assurance: Post-completion tenant satisfaction survey within 48 hours
- Recurring maintenance issues escalation — when to replace vs. continue repairing

**Preventive Maintenance Schedule**
Build a 12-month preventive maintenance calendar:
- Monthly: HVAC filter changes, common area inspections, landscaping review
- Quarterly: Pest control treatments, fire extinguisher checks, gutter cleaning, dryer vent cleaning
- Semi-annually: HVAC tune-up (spring/fall), smoke and CO detector testing, water heater flush
- Annually: Roof inspection, exterior paint/caulking assessment, parking lot condition review, carpet cleaning in common areas, backflow preventer testing
- Every 3-5 years: Major capital items — roof replacement timeline, HVAC replacement, parking lot resurfacing, appliance lifecycle management

**Vendor Management**
- Vendor qualification requirements: Insurance minimums ($[AMOUNT] general liability, $[AMOUNT] workers comp), licensing verification, W-9 collection
- Preferred vendor list by trade: Plumbing, electrical, HVAC, appliance repair, locksmith, cleaning, painting, flooring, roofing, pest control
- Vendor performance evaluation: Response time, quality of work, pricing, professionalism — quarterly review
- Bidding process: When to get multiple bids ([DOLLAR THRESHOLD]), bid comparison template, approval authority matrix
- Vendor payment terms and invoice processing workflow

### Step 2 — Leasing Operations SOPs

**Marketing & Advertising**
- Vacancy preparation timeline: Begin marketing [NUMBER] days before expected vacancy
- Listing creation process: Photography standards, description template, pricing analysis, platform syndication checklist
- Showing scheduling and lockbox/access protocols
- Application processing workflow (reference Batch 510 Tenant Screening prompt for detailed screening SOPs)
- Lease execution process: Document preparation, signing ceremony or digital signature, move-in payment collection

**Move-In Process**
- Move-in inspection: Room-by-room checklist with photo documentation protocol
- Key and access device distribution: Track serial numbers, require signed receipt
- Utility transfer verification
- Welcome package delivery and property orientation
- First 30-day check-in call/visit to identify early issues

**Lease Renewal & Rent Increase**
- Renewal timeline: Begin process [NUMBER — typically 90] days before lease expiration
- Market rent analysis to determine renewal pricing
- Renewal offer letter template with new terms
- Negotiation parameters: Maximum concession authority by role
- Non-renewal / lease termination notice process and timeline per [STATE] law

**Move-Out Process**
- Notice to vacate acknowledgment and move-out instruction delivery
- Pre-move-out inspection offer (allows tenant to remediate before final inspection)
- Final move-out inspection: Detailed condition report with photos comparing to move-in documentation
- Security deposit disposition: Itemized deduction letter template, refund timeline per [STATE] law ([NUMBER] days)
- Unit turn process: Cleaning, painting, repairs, carpet, appliances — target turn time of [NUMBER] days

### Step 3 — Financial Operations SOPs

**Rent Collection**
- Due date, grace period, and late fee structure per lease terms and [STATE] law
- Accepted payment methods and processing timelines
- Late rent follow-up sequence: Day 1 reminder, Day [GRACE PERIOD + 1] late notice, Day [NUMBER] demand letter, Day [NUMBER] attorney referral
- Partial payment acceptance policy
- NSF/returned payment procedure and fee assessment

**Accounts Payable**
- Invoice approval workflow: Submitted by field → verified by PM → approved by [ROLE] for amounts over $[THRESHOLD]
- Payment processing schedule: [WEEKLY / BI-WEEKLY / MONTHLY]
- Emergency expenditure authorization: Up to $[AMOUNT] without prior approval for genuine emergencies

**Monthly Owner Reporting**
- Report delivery date: [DAY] of each month for prior month
- Standard report package: Income statement, balance sheet, rent roll, maintenance summary, vacancy report, accounts receivable aging
- Annual reporting: 1099 preparation, year-end financial summary, capital expenditure recap, budget vs. actual analysis

### Step 4 — Legal Compliance & Risk Management

**Eviction Process**
- Step-by-step eviction timeline per [STATE] law
- Notice types: Pay or Quit, Cure or Quit, Unconditional Quit — templates and delivery requirements
- Court filing procedures and documentation requirements
- Lockout and personal property handling after court order
- Post-eviction unit recovery process

**Fair Housing Compliance**
- Annual staff training requirements and documentation
- Complaint handling procedure
- Reasonable accommodation/modification request process
- Marketing and communication review protocols
- Record retention schedule

**Emergency Response Protocols**
- Fire: Evacuation plan, fire department notification, tenant communication, insurance claim initiation
- Natural disaster: [RELEVANT DISASTERS FOR REGION — hurricane, tornado, earthquake, flood] preparation and response plans
- Crime on property: Police report, tenant notification, security assessment, insurance notification
- Utility failure: Emergency contacts for water, electric, gas, sewer — tenant communication template
- Death on property: Legal requirements, next-of-kin notification, unit handling procedure

### Step 5 — Technology & Systems
Document the tech stack and how each system is used:
- Property management software: [SOFTWARE NAME] — user roles, data entry standards, report generation
- Tenant portal: Work orders, rent payments, document access, communication
- Accounting integration: Bank feed reconciliation, chart of accounts structure
- Document management: File naming conventions, cloud storage organization, retention periods
- Communication logs: All tenant communications documented in [SYSTEM] within [TIMEFRAME]

Format the entire manual with a table of contents, numbered procedures, role assignments (who is responsible for each step), and revision tracking. Include appendices with all templates, checklists, and form references.