Property management companies rarely lose contracts because of technical failures alone; poor communication is usually the bigger reason. A lift repaired in two days still creates frustration if residents never knew what was happening.
This guide recommends separating channels by purpose: an archived official channel for announcements, a ticket system with reference numbers for faults, a 24/7 emergency line, and residents’ own groups for social chat. Standardise announcements so they say what is happening, when, who is affected and what residents should do, and always announce completion.
Make requests visible with status updates and photos, and track recurring issues by block. Build a regular rhythm of financial transparency with clear income and expense summaries, while showing individual balances only to the resident concerned. Prepare general assemblies with activity reports, before-and-after photos and pre-collected questions. Keep crisis templates ready, welcome new residents with a digital pack, run short satisfaction surveys and answer online reviews calmly without sharing personal data.
Talk to Racoun: we are based in Istanbul and work with brands across Türkiye. Message us on WhatsApp or email ekip@racoun.com.
