How We Communicate With Owners

Good property management is built on clear communication. This article explains how and when we communicate with you, and answers common questions about maintenance updates and notifications.

Knowing what to expect — what you’ll hear about and what we’ll quietly handle — helps you stay informed without being overwhelmed by every small detail.

1. Owner Portal

   1. View statements, documents, work orders, and messages in one place.

   2. This is the best spot for a “big picture” of your property’s activity.

2. Email

   1. We use email for notices, approvals, and updates that need a written record.

   2. You can also email us with questions or requests; we aim to respond within a reasonable timeframe.

3. Phone/Text

   1. For urgent or complex issues, we may call you directly.

   2. You’re also welcome to schedule a call when you prefer a conversation over email.

Short answer: No — and that’s usually a good thing.

• For small, routine items below your approval threshold (as set in your management agreement), we typically:

  • Approve and schedule the work, and

  • Reflect the cost on your next statement, without asking you to weigh in on every loose doorknob or dripping faucet.

• For larger or non-routine items above the threshold, we will:

  • Notify you of the issue,

  • Provide context and potential options, and

  • Request your approval before moving forward (except in emergencies).

• For emergencies, we may proceed immediately to protect life and property, then inform you once the situation is stabilized.

We’ll generally contact you when:

• There’s a major tenant issue (serious delinquency, significant lease violation, etc.).

• We see a pattern that might impact your long-term strategy (repeated maintenance on the same system, etc.).

• It’s time to renew or adjust rent, and we’re making a recommendation.

• We have a question or decision that affects your risk, long-term value, or cash flow.

• Monthly: Through your Owner Statements and portal updates.

• As Needed: For approvals, issues, and strategic decisions.

• Upon Request: If you want more or less detail, we can usually adjust our communication style within reason.

1. Let us know your preferred level of involvement — high-level only, or more granular.

2. Tell us your preferred contact method for key decisions (email vs. phone).

3. We’ll do our best to balance your preferences with operational efficiency.

• Navigating Doorloop’s Owner Portal – How to use the portal to stay up to date.

• Owner Payments & Statements – What you’ll see each month.

• How We Handle Maintenance – Our process for approving and scheduling work.

• What We Need From You to Start Management – Information that helps us communicate effectively from day one.