What eight months of your own conversations, lead histories and ticket timelines show — apartments only, 16 buildings, 397 doors.
Counted directly from your 2026 records · 1 January – 31 August 2026 · prepared 3 September 2026
A lead who writes in on a Saturday waits a median of 43 hours for a first human reply — Monday morning. Over the eight months, 655 maintenance requests and 174 leads arrived with the office closed.
Your team recorded about 80,000 separate interactions in eight months. Four in five messages sent to residents were portfolio-wide announcements — each to about 600 residents by text and by email, then again in Spanish.
| Finding | Figure |
|---|---|
| Resident messages sent and received | 49,879 — 47,350 out, 2,529 in |
| Of what went out: portfolio-wide announcements (office closures, fee notices, parking, bicycles, trash) — 457 distinct notices, each to about 600 residents in both languages and on both channels, counted per recipient | 36,901 (78%) |
| Individually written messages to a resident | 10,449 — about 1,300 a month |
| Entries written into lead histories, across 637 leads | 12,155 — median 11 per lead |
| Entries written into work-order timelines, across 2,277 tickets | 18,618 — median 6 per ticket, 14 on a call-centre ticket |
| Leads handled by two or more different people | 390 of 637 |
| Residents who wrote to you in Spanish at least once (inbound messages only; mass sends excluded) | 172 of 470 (37%) |
| What residents write about, of 2,529 inbound messages | rent or payment 343 · repairs 302 · lease, renewal or move-out 162 · keys, access, parking 87 · availability or price 63 · booking a visit 51 · noise or complaint 39 · chasing an open request 35 |
Message topics are a keyword pass over the message text in English and Spanish; a further 293 messages are one-word acknowledgements and 1,142 are conversational replies inside a thread.
Of 2,277 apartment tickets, 3 record the resident ever being told anything. After 5pm, every way in takes 10 to 16 hours to reach a person.
| Finding | Figure |
|---|---|
| Requests arriving outside Mon–Fri 8–5 | 655 of 2,277 (29%) |
| Share arriving after hours, by how it came in | call centre 36% · resident portal 47% · staff-entered 14% |
| Hours to reach a person, after hours | 12.8 call centre · 10.5 portal · 15.8 staff-entered |
| The same, in office hours | 0.6 · 0.4 · 11.9 |
| A second ticket on the same unit within 7 days | 30.4% call centre · 21.2% portal |
| Call-centre tickets where the resident rang back about a job already open | 48 of 401 |
| Call-centre tickets naming a contact who is not on that unit, or carrying no unit at all | 21 and 10 of 401 |
| Tickets whose timeline records the resident being notified | 3 of 2,277 |
| Tickets we could match to that resident's own messages, with no individual message to them while the job was open | 119 of 245 (49%) |
| Urgency set on a phone or portal ticket — 91 of them use emergency wording | 0 of 708 |
Out of hours the request lands, sits, and the resident is left to chase it — so the next call is about the last one.
A Saturday lead waits 43 hours; an office-hours lead waits 10 minutes. After-hours leads tour less and move in less.
| Finding | Figure |
|---|---|
| Leads arriving outside Mon–Fri 8–5 | 174 of 658 (26%) |
| Median wait for a first human reply — office hours · after hours · weekend · Saturday | 10 min · 15.5 h · 29.4 h · 43.3 h |
| Leads no person ever contacted | 35 (5%) |
| Toured, then moved in — office-hours leads vs after-hours leads | 47% and 20% vs 32% and 14% |
| Human touches per lead after the first, and the gap between them | median 4 · median gap 1.2 h, but 1 gap in 10 runs past a week |
| Leads that get exactly one human touch and no more | 123 of 604 (20%) |
| Applications that died because the applicant went quiet | 15 of 33 cancelled — median 13 days of silence first |
| Prospects who booked a visit and were never heard from again | 18 of 327 |
| What prospects ask about, of 334 classified questions | booking a visit 173 · when it is available 59 · price 39 · deposit and fees 31 · where their application stands 30 |
| Prospects who wrote in Spanish at least once (inbound messages only) | 42 of 637 leads (6.6%) |
More than half of what a prospect writes is trying to book a time to see the place, and the answer waits for the office to open.
In 219 of 250 renewal conversations the resident never says anything back. Most of the chasing is the portal's automatic reminder, not a person.
| Finding | Figure |
|---|---|
| First renewal contact before the lease ends | median 106 days · 31 started inside 60 days · 17 inside 30 · 2 after it had ended |
| Touches per renewal | median 9 — 3 from a person, 5 automatic reminders |
| Median gap between two human touches | 22 days · 1 in 10 gaps runs past 70 |
| Renewals with no personal contact at all | 21 of 250 |
| Renewal conversations with any reply from the resident on record | 31 of 250 |
| Where they ended up | renewed 62 · did not renew 44 · moved out 20 · offer cancelled 9 · 115 still sent with nothing recorded back |
| Offers whose price moved between the first and the last version | 2 of 250 |
| Move-outs announced only in an ordinary text or email, never as a move-out record | 7 residents — 53 came through the portal |
Renewals are worked early and then go quiet: the offer goes out, the reminders fire, and nobody is on the other end of the conversation.
| The question | What the records hold |
|---|---|
| How much is the late fee? | Five different fee schemes are stored across the 485 leases that carry one, while every message quotes a single figure regardless of what that resident's own lease says. |
| What does a resident get for referring someone? | Two different amounts run side by side at the same buildings — 1,088 messages quote one, 884 quote the other. |
| How much free rent does a new lease get? | Four different lengths are quoted: six weeks in 141 messages, four weeks in 51, eight weeks in 13, two weeks in 3. |
Same question, different answer depending on the lease, the building or the day.