Introduction:

This Standard Operating Policy (SOP) outlines the operational procedures and principles that govern the activities of On Top Management Co., ensuring the highest level of service and professionalism in managing residential and commercial properties. This policy is designed to guide our team members, reassure our clients, and maintain the integrity and value of the properties under our management.

1. Property Maintenance and Repairs:

1.1 Regular Inspections: Properties will be inspected on a bi-annual basis to identify maintenance needs and ensure compliance with safety and health regulations.

1.2 Emergency Repairs: A 24/7 hotline will be available for tenants to report urgent repair needs. Emergency repairs will be addressed within 24 hours of notification.

1.3 Routine Maintenance: All reported non-emergency maintenance issues will be addressed within 48 hours. Regular maintenance, including landscaping and cleaning services, will be scheduled in advance and communicated to tenants.

2. Tenant Management:

2.1 Tenant Selection: Tenants will be selected based on a fair and transparent application process, including credit and background checks, in compliance with fair housing laws.

2.2 Lease Agreements: Lease agreements will be clear, compliant with local and state laws, and fully explained to tenants before signing.

2.3 Tenant Communications: Tenants will have access to an online portal for communication, rent payments, and maintenance requests. All inquiries and requests will be addressed within one business day.

3. Financial Management:

3.1 Rent Collection: Rent is due on the first of each month, with a grace period outlined in the lease agreement. Late fees will be applied as per the lease terms.

3.2 Financial Reporting: Owners will receive monthly financial reports detailing income, expenses, and the financial status of their property.

3.3 Budgeting: An annual budget for each property will be prepared, including projected income, routine expenses, and allocations for maintenance and capital improvements.

4. Compliance and Legal:

4.1 Regulatory Compliance: On Top Management Co. will ensure all properties comply with local, state, and federal regulations, including health, safety, and building codes.

4.2 Legal Matters: On Top Management Co. will handle all legal matters related to property management, including lease enforcement, evictions, and disputes, in accordance with the law and best practices.

5. Sustainability and Community Engagement:

5.1 Sustainable Practices: On Top Management Co. is committed to implementing sustainable practices in property maintenance, energy use, and waste management.

5.2 Community Engagement: On Top Management Co. will actively participate in community initiatives and encourage tenant involvement in local events and projects.

6. Continuous Improvement:

6.1 Training: All staff members will receive ongoing training in customer service, technical skills, and legal compliance to ensure excellence in property management.

6.2 Feedback and Evaluations: Tenant and owner feedback will be regularly solicited and used to evaluate our services and identify areas for improvement.

Conclusion:

This SOP is a living policy, subject to review and revision to adapt to changing regulations, market conditions, and company goals. On Top Management Co. is committed to upholding these standards to ensure our properties are well-managed, and our tenants and owners are satisfied.