Questions to Ask Property Managers
Questions to ask a property manager before hiring one, written for rental owners. The first group is a short phone screen you can run on several firms: how many rentals they manage near you, what they charge, what the fee covers and how they pick tenants. The groups after it are the property management questions to ask in the longer meeting, on the firm, the fees and contract, tenants and rent, and repairs, and the last one is for the manager who already runs your rental, at handover or at a yearly review. Licensing, client accounts, deposits and notice periods are set by the state or country the rental is in, so several questions have the manager tell you what the rule is there.
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The questions
Each question, and why to ask it
First call
How many rentals do you manage, and how many are near mine?
Why ask it
Ask for the neighborhood or zip code, not the city. A firm can list a wide service area and still have most of its homes, staff and contractors in two or three districts, so the second number tells you more than the first.
What is your monthly fee, and is it charged on rent due or rent collected?
Why ask it
The percentage is only half of the answer. A fee charged on rent due is still owed in a month the tenant has not paid, and some firms bill it through a vacancy too. Nothing in the headline figure shows the difference.
What does full management include, and do you offer leasing only?
Why ask it
Hearing the list shows what the monthly fee buys: rent collection, inspections, repairs, notices, year-end statements. Some owners only need a tenant found and a lease signed, and many firms sell that as a separate, one-off service.
How do you screen tenants, and are the criteria written down?
Why ask it
Ask what they check (income, references, past tenancies, credit) and the minimum they apply to each. Written criteria applied the same way to every applicant are fairer and easier to defend than a manager's instinct. What may be asked of an applicant varies by place, so ask how it works in yours.
How long does it take you to fill a vacancy in my area right now?
Why ask it
You want this year's figure in days, not a typical range. Anyone who measures their own vacancies will have it to hand, and once three or four firms have given you the same number you can see who is counting and who is guessing.
Do you manage properties like mine, and is there a minimum rent or size you take on?
Why ask it
A single-family home, a duplex, a small apartment building and a condo in an association each come with different rules and workloads. Some firms also turn down single properties or homes under a certain rent without saying so on their website, and it is better to hear that now than after a walkthrough and a proposal.
Are you taking on new properties at the moment, and how soon could you start?
Why ask it
Some firms are at capacity but will still take the meeting. If the start date is months away, ask why: it may be a waiting list, or it may be a team that is already stretched.
Do you add a markup to repair invoices?
Why ask it
A yes or no, and a percentage if yes. A markup is not wrong in itself, since someone has to organize the work, but a firm that earns on every repair has a reason to recommend more of them. Get the figure before you compare monthly fees.
Is rent kept in a separate client or trust account, apart from your own money?
Why ask it
The answer you are listening for is a quick, plain yes. Many places require managers to hold owners' and tenants' money in a separate account, so ask what the rule is where your property is. A vague description of an operating account is a reason to cross the firm off.
Can you email me the management agreement and full fee schedule today?
Why ask it
How fast the documents arrive tells you nearly as much as what is in them. One standard agreement takes a minute to send, and you can read it before you give anyone an hour of your time. If they would prefer to go through it in person, say you will read it beforehand anyway.
The firm
How long have you been managing rentals, and how long in this town?
Why ask it
Years in the trade and years in this market are different things. A firm that has been through a slow rental season and a few difficult tenancies locally will have stories, so ask for one.
Do you need a license to manage rentals here, and what is your license number?
Why ask it
Whether a manager needs a license, and which kind, depends on the state or country, so the first half is a fair test of whether they know their own rules. Where a public register exists, the number lets you look up the firm and any disciplinary record in a few minutes.
Has an owner or tenant made a formal complaint against you in the past three years?
Why ask it
Most will say no, and where there is a regulator or a public court record you can check. A candid account of one complaint and how it ended is more reassuring than a flat no you later find to be untrue.
How many properties is each of your managers responsible for?
Why ask it
This one number is easy to compare across firms, and the spread between them can be wide. Find out what support the manager has too, because a heavy load with a leasing agent and a maintenance coordinator behind it is a different job from the same load carried alone.
Who would be my point of contact, and would I speak to them or to an office line?
Why ask it
A named individual is worth more than a service promise, so ask how long that person has been with the firm. If the answer is a general queue, you may find yourself explaining your property again to someone new each time.
How often will I hear from you when nothing is going wrong?
Why ask it
Some owners want a monthly statement and silence. Others want a note after every inspection and before every renewal. Say which you are and ask how quickly an owner's email normally gets a reply, because it is easier to pick a firm whose habit already suits you than to change it.
Do you own rental property yourself, and who manages it?
Why ask it
A manager who is also a landlord knows what an empty month feels like. The follow-up matters more: when their unit and yours are both vacant on the same street, which one gets shown first?
How many owner clients have you gained and lost this year?
Why ask it
Both numbers, side by side. Fast growth with many departures can mean a firm that sells better than it delivers, so ask why the last owner left. Keeping count, and saying so without flinching, is a good sign in itself.
Will you give me two owner references in my area?
Why ask it
See how quickly the names arrive. The same day suggests owners who are glad to take the call, and a promise followed by silence settles the matter without you having to decide.
Is there an owner portal, and what would I be able to see in it?
Why ask it
Statements, invoices, the lease and inspection photos behind one login save a lot of email. Ask for a screen share or a sample account, because 'we have a portal' can mean anything from a live ledger to a monthly PDF.
How do you keep up with landlord and tenant law here, and what has changed lately?
Why ask it
The second half is the one to listen to. Rules on deposits, notice periods, rent increases and discrimination are set locally and can change from year to year. A manager who works your area should be able to name a recent change and what they did differently afterwards.
What do you not do that owners often expect?
Why ask it
Common honest answers include tax filing, insurance claims, dealings with a homeowners association and managing a major renovation. Whatever is on their list stays on yours, so it is worth hearing before you sign and not when the first claim comes up.
Fees and contract
What is your leasing fee, and do you charge again at renewal?
Why ask it
Placement is often priced as a share of a month's rent, and a renewal fee every year on top changes what the firm really costs. Any manager can give both figures in a sentence, so a long answer here is worth noticing.
Is there a setup fee, a vacancy fee, or anything else I pay before a tenant is in place?
Why ask it
The costs that surprise owners tend to sit in the first few months: onboarding, advertising, photography, a charge for an empty unit. Get each one as a figure, then check them against the fee schedule when it arrives.
Who keeps late fees, application fees, and pet fees: you or me?
Why ask it
Agreements split these small charges every possible way, and over a year they add up. Some places cap or ban fees charged to tenants, so ask which ones the firm is allowed to collect where your property is.
If a tenant you placed leaves early or stops paying, do you find the next one at no charge?
Why ask it
Some firms back their own screening with a guarantee for a set number of months, and others offer nothing. Ask what exactly is covered (the leasing fee, the advertising, legal costs) and have them show you the clause, since a promise made only on the phone is hard to claim on.
When does rent reach my account each month, and what statement comes with it?
Why ask it
A fixed payout date lets you line up the mortgage payment. Ask for a sample statement as well: if every repair is one unlabeled line, working out your own income at tax time becomes your job.
What insurance do you carry, and what do you require me to carry?
Why ask it
A firm that has been through a claim will answer in specifics: its own liability and professional coverage, the landlord policy it expects from you, and whether it asks to be named on yours. Take the requirement to your insurer and price it before you go further.
What is the shortest agreement term you will accept?
Why ask it
A year with a reasonable exit is a common starting point, and some firms will go month to month. Insistence on several years, or a term you cannot leave without a fee, tells you how they expect to keep clients.
If I want to leave after six months, what would I owe you?
Why ask it
Putting a date on it gets a clearer answer than asking about cancellation in general. Listen for the notice period, an exit fee, and whether they go on charging for a tenant they placed.
If I sell the property while you manage it, do I owe you anything?
Why ask it
Some agreements give the firm the right to list the property, or a fee if it sells, including a sale to the tenant. You may have no plan to sell, but the clause is easier to strike before signing than to argue about in the middle of a sale. Have them point to the wording.
Tenants and rent
How would you work out the rent for my property?
Why ask it
A figure given over the phone is a guess, so judge the method. Good answers name recent rentals nearby and ask to see the property first. Be wary of the firm whose number sits well above everyone else's.
Where do you advertise a vacancy, and who takes the photographs?
Why ask it
Look up one of their live listings while you are still on the phone. Dark phone pictures and a two-line description show how your own property would be presented, whatever they tell you.
Who does the showings: a member of staff, or a lockbox and a code?
Why ask it
Self-guided showings fill a calendar fast and suit some properties. An accompanied one lets someone answer questions and meet the applicant. Ask which they would use for a home like yours, and whether evenings and weekends are covered.
Do I get a say in which applicant is approved?
Why ask it
Many managers decide alone against their written criteria, partly so that every applicant is treated alike. Others send the owner a shortlist. Neither is wrong, but find out before you assume the choice will be yours.
Can I see the lease you would use for my property?
Why ask it
This is the document everyone will reach for in a dispute, and most firms use one standard form for every home. Read what it says about late fees, repairs the tenant pays for, and ending early. Then ask whose name goes on it as landlord, and who last checked it against local law.
How do tenants pay rent, and what happens on the first day it is late?
Why ask it
The second half is the real question. You want a sequence with days attached (a reminder, a call, a formal notice) and to know at which step you would be told.
When did you last evict a tenant, and how long did it take from the first missed payment?
Why ask it
One real case tells you more than a rate. Listen for dates, costs, and who paid them. The process and its timescales are set locally, so a manager who works your area should be able to describe yours without looking it up.
Who holds the security deposit, and who decides on deductions when a tenant leaves?
Why ask it
Deposit rules are strict in many places, sometimes down to the type of account and the deadline for returning the money. Ask who is responsible if a deadline is missed, and what evidence they collect at move-in to back up a deduction.
How long do your tenants usually stay?
Why ask it
Every changeover costs cleaning, advertising and empty weeks, so a tenant who stays is often worth more than a slightly higher rent. A firm that tracks the figure will know it without checking. Ask what share of leases renewed last year too.
How do you handle lease renewals, and who decides on a rent increase?
Why ask it
Some managers raise every lease by a set amount. Others look at the market and at how good the tenant is. Find out how many days before the lease ends they start the conversation and whether the number comes to you first. Where increases are capped or need a set notice, ask what the limit is for your property.
What is your standard policy on pets, and can I set a different one?
Why ask it
Firms often run one policy across every property to keep things simple. If you feel strongly either way, settle it now. Assistance animals are usually covered by separate rules, so ask how those requests are handled where you are.
Repairs
Is maintenance done by your own staff or by outside contractors?
Why ask it
In-house crews can be quicker to send but are not priced against anyone. Outside contractors quote against each other and fit you in around their other work. Either can work well, and if the maintenance company belongs to the firm or its owner, you should hear that from them now.
How much can you spend on a repair without calling me?
Why ask it
Most agreements name a figure, and it is usually negotiable. Too low and you get a call about every dripping faucet. Too high and a large job is finished before you hear of it. Ask what happens in an emergency above the limit.
Above what cost do you get more than one quote?
Why ask it
For a new water heater or a roof repair, a second price is the simplest check on the first. Where there is a set threshold, they will state it. If the answer is that their regular contractor is always fair, ask to see a past invoice for a job of that size.
Can I use my own contractor, or do a repair myself?
Why ask it
Owners who are handy, or who have a plumber they trust, often assume they can. Some firms allow it with proof of insurance, some charge a coordination fee, and some refuse because they cannot vouch for the work to the tenant. None of those is unreasonable, but you want to know which before the first repair.
What happens when a tenant reports a leak at night or on a holiday?
Why ask it
Follow the call: who answers, who decides to send someone, and how soon a plumber is at the door. An answering service that passes the message on at nine the next morning is a different product from a manager who can reach a plumber at midnight.
How do tenants report a repair, and how quickly do they hear back?
Why ask it
An online request with a photo leaves a record you can read later. A voicemail box does not. Slow replies become your problem in the end, because tenants who feel ignored tend not to renew.
How often do you inspect a rented property, and is that included in the fee?
Why ask it
Check whether an inspection means walking through the rooms or driving past. A schedule with a written report and photos is the answer you want, and some firms bill each visit separately. How much notice a tenant must get before anyone enters is set locally.
What do you do between tenants, and how many days does that usually take?
Why ask it
Ask for the usual gap between one tenant handing back the keys and the next collecting them. A firm that books the cleaner and starts advertising before move-out day will quote a much shorter one than a firm that waits for an empty unit.
Your manager
When did someone last go inside the property, and can I see the photographs?
Why ask it
Start here, because most of the other answers rest on it. If the last interior visit was more than a year ago, or the photographs carry no date, nobody can say what condition the home is in, and a deposit deduction later will be hard to support.
Has rent arrived on time in each of the last six months?
Why ask it
A running total hides a habit of paying late, which can be an early sign of a tenancy in trouble. Ask for the date rent landed each month, and whether anyone has spoken to the tenant about it.
What did we spend on repairs last year, and what were the three largest items?
Why ask it
The total shows whether the property is heading toward bigger work, such as a roof or a heating system. The three items show whether money went on fixing what broke or on preventing it. Ask for the invoices if the number surprises you.
Which repairs did you authorize without contacting me, and why?
Why ask it
Their answer shows whether the spending limit you agreed is working as intended. If a run of small jobs sits just under the limit, all from one contractor, ask about it plainly before you draw any conclusion.
What in this property is most likely to need replacing in the next two years?
Why ask it
Water heaters, roofs and heating systems usually give warning to someone who is looking. A manager who can name two or three items with rough ages is watching the building. If the answer is that everything is fine, ask when each was last checked.
What are similar rentals nearby going for, and is my rent still in line?
Why ask it
Rent can slip below the market a little each year without anyone deciding it should. Ask for two or three current listings by address, since a general assurance that you are about right cannot be checked. Whether and when you can raise it depends on the lease and local rules.
How long is left on the lease, and do you think the tenant will renew?
Why ask it
Managers usually have a read on this from repair requests, payment habits and offhand remarks. A few weeks of warning lets you advertise before the home is empty instead of after.
What has the tenant asked for that we have not done?
Why ask it
Unmet requests never show up on a statement, and they are a common reason a good tenant starts looking elsewhere. A cheap item on that list, a fixed screen door or a second key, can cost less than a week of vacancy.
How much is held in reserve, and what is it earmarked for?
Why ask it
A reserve is your money sitting in the manager's account, and it can grow or be spent down without anyone mentioning it. Ask for the current balance, the rule for topping it up, and whether anything is committed but not yet paid.
Is anything on file about to expire: registration, safety certificates, insurance, permits?
Why ask it
What a rental has to have on file differs by city and country, and each item runs out on its own date. A manager who tracks them can read you the list. If nobody is tracking them, agree today who will.
What is the best way to reach you, and what counts as urgent enough to call?
Why ask it
Settle this before the first emergency, not during it. Ask who to try if you do not hear back, whether that is their own manager or the office line, so a small problem does not sit in an inbox for a week.
Who covers your properties when you are away, and do they know this one?
Why ask it
Cover only works if the colleague can open the file and find the front door. Get the name, and check that person has keys, the tenant's number and the authority to approve a repair.
What do I do that makes your job harder?
Why ask it
Slow approvals and tight repair budgets are common answers, and both can cost you in empty weeks and tenant goodwill. Few managers will say it unprompted to a paying client, so make it clear you want the real answer.
What should I be asking you that I have not?
Why ask it
Kept for last, this tends to produce the item they have been meaning to raise: a rule change, trouble with a neighbor, a tenant thinking about moving. Leave a pause after asking, because the first answer is often 'nothing'.
Screening property managers, then reviewing the one you hire
Practical guidance for the conversation itself
How to run the calls
Keep the first call short, and make five or six of them
The purpose is elimination, not selection. Keep the same order of questions so answers line up, and reserve the long conversations for the two or three that survive.
Use the first group on the phone and the rest in the meeting
First call is the screen. The firm, Fees and contract, Tenants and rent, and Repairs are for the longer meeting with the firms still standing. You will not need every question: pick the ones your property makes urgent, such as pets, an older roof, or a tenant already in place.
Know what ends a call
No rentals near yours, none of your type, no room for new clients, or no clear answer on where rent is held. Any of these can finish the call in two minutes and save an hour-long meeting.
Write the numbers down as you go
Rentals near you, monthly fee, repair markup, days to fill a vacancy, earliest start date. Five figures per firm on one page make the shortlist easy to see.
Ask for the documents on every call
A firm that emails the agreement and fee schedule the same day has both ready, and you get to read them before the meeting instead of during it.
Checks to run afterwards
- 1Where managers are licensed, look up each number on the public register, including any disciplinary history
- 2Read their current rental listings to see how your property would be advertised
- 3Read tenant reviews as well as owner reviews, since tenants are the ones who write about repairs and deposits
- 4Call the two owner references and ask specifically how quickly bad news reaches them
- 5Add up the first-year cost for each firm (leasing fee, monthly fee, setup and renewal charges) instead of comparing monthly percentages
Once you have a manager
Run the last group once a year
Book an hour around the lease anniversary, when rent, renewal and repairs are all due a decision anyway. Send the questions ahead so the manager can bring the inspection photos, the repair invoices and the dates rent arrived.
Run it again at any handover
When your manager changes, or you buy a property that comes with one, the same questions rebuild the file: when someone was last inside, what is likely to need replacing, and what the tenant has been asking for.
Ask for the record behind each answer
Dated photographs, invoices and a rent ledger can be checked. A general assurance that all is well cannot, and a good manager will not mind the difference.
Reasons to end a call early
- No clear answer about where rent is held between collection and payment to you
- Refusal to send the agreement, or to give a license number where one is required
- A rent estimate offered before anyone has seen the property, well above the other firms
- No named point of contact, only a general office line
- Pressure to sign before you have read the fee schedule
- Vagueness about repair markups or about who owns the maintenance company