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REAL ESTATE
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The request the tenant remembers at renewal.

Maintenance requests from the tenant portal, planned preventive maintenance, contractor assignment and SLA, asset condition and the service charge budget those costs are recovered through.

The problem

Tenant satisfaction at renewal correlates less with the building than with how quickly the last maintenance request was closed. Most operators cannot state that figure per building.

Service charge is the other half: budgeted annually, spent monthly, and reconciled to owners once a year — by which point over-recovery or under-recovery is a dispute rather than a decision.

Core workflow

Request to closed and costed.

01
Request
Raised by tenant, inspection or PPM schedule.
02
Triage
Category, priority and SLA target assigned.
03
Assignment
In-house technician or contracted supplier.
04
Execution
Attendance, parts, hours and photos recorded.
05
Closure
Tenant confirmation and satisfaction captured.
06
Cost
Charged to the unit, building or service charge.
What it covers

Reactive

Tenant request intakePriority and SLA rulesContractor assignmentWork order executionTenant confirmation and rating

Planned

PPM schedules by assetStatutory inspectionsAsset register and conditionLifecycle and replacement planCompliance certificates

Service charge

Annual budget by buildingActual spend against budgetRecovery and apportionmentReserve fund contributionOwner and tenant reporting
Operational outcomes
1.8 days
Average request closure
94%
Requests closed within SLA
96%
Service charge recovery
+9 pts
Renewal rate on responsive buildings

Ranges observed on Al Jawad engagements. Targets agreed in assessment.

Measure request closure on one building.

We instrument maintenance for one tower and correlate closure time against renewal rate.