1. Response Time Standards
Expected response times for all communication channels
Priority-Based Response Times
All incoming communications should be categorized and responded to based on urgency:
• Safety concerns
• Legal notices received
• Media inquiries
• Lease renewal requests
• Move-in/out coordination
• Owner financial queries
• Document requests
• Routine maintenance
• Information updates
Response Times by Channel
Target response times vary by communication channel:
Communication Tone Guidelines
Maintain a professional yet approachable tone in all communications:
- Use the person's name in greeting
- Be clear, concise, and specific
- Acknowledge receipt of their message
- Provide realistic timelines
- Offer next steps or alternatives
- End with contact information
- Proofread before sending
- Use jargon or abbreviations
- Make promises you can't keep
- Be defensive or dismissive
- Leave questions unanswered
- Use ALL CAPS (reads as shouting)
- Include personal opinions
- Delay without acknowledgment
Even if you cannot fully resolve an issue immediately, acknowledge receipt within the target response time. A simple "We've received your message and will respond in detail within [timeframe]" builds trust and manages expectations.
Out-of-Office Protocol
When unavailable, ensure coverage:
- Set up auto-reply with return date and alternative contact
- Brief colleague on pending urgent matters
- Forward urgent emails to covering colleague
- Update phone system with coverage details
- Notify key clients/owners of absence in advance
- Document any ongoing issues in shared system
2. Email Templates
Standard templates for common communications
Welcome Email - New Tenant
Welcome to [Property Name]! We are delighted to have you as our tenant and look forward to providing you with excellent service throughout your tenancy.
Your Property Details:
• Unit: [Unit Number]
• Move-In Date: [Date]
• Lease Period: [Start Date] to [End Date]
Important Contacts:
• Property Manager: [Name] – [Phone]
• Emergency Maintenance: +971 XX XXX XXXX (24/7)
• Building Security: +971 XX XXX XXXX
Next Steps:
1. Complete your DEWA/utility registration
2. Collect your access cards from the building management office
3. Review the building rules attached to this email
4. Save our contact numbers for any assistance needed
Please find attached your signed tenancy contract and move-in inspection report for your records.
If you have any questions, please don't hesitate to reach out. Welcome home!
[Your Name]
Blue Sky Property Management
[Phone] | [Email]
Lease Renewal Notice
We hope you have enjoyed living at [Property Name]. Your current lease is set to expire on [Expiry Date], and we would be pleased to offer you a renewal.
Renewal Terms:
• New Lease Period: [Start Date] to [End Date]
• Annual Rent: AED [Amount]
• Payment Terms: [Number] cheques
Action Required:
Please confirm your intention to renew by [Response Deadline]. If you wish to proceed, we will prepare the renewal contract for your signature.
If you have decided not to renew, please provide written notice at your earliest convenience so we can begin preparations for your move-out.
We value you as a tenant and hope to continue this relationship. Please let us know if you have any questions about the renewal terms.
[Your Name]
Blue Sky Property Management
Maintenance Update
Thank you for reporting the [issue description] in your unit. We wanted to update you on the status:
Current Status: [In Progress / Scheduled / Completed]
Details:
• Issue Reported: [Date]
• Technician Assigned: [Name]
• Scheduled Visit: [Date & Time]
[If applicable: The technician will contact you directly to confirm access to the unit. Please ensure someone is available during the scheduled time.]
If you have any questions or need to reschedule, please reply to this email or call us at [Phone].
[Your Name]
Blue Sky Property Management
Owner Monthly Report Cover
Please find attached your monthly property report for [Month Year].
Summary:
• Rental Income Collected: AED [Amount]
• Expenses This Month: AED [Amount]
• Net Amount Transferred: AED [Amount]
• Transfer Date: [Date]
Property Status:
• Occupancy: [Occupied/Vacant]
• Lease Expiry: [Date]
• Maintenance Issues: [None / Description]
The detailed statement is attached for your records. If you have any questions about this report, please don't hesitate to contact us.
[Your Name]
Blue Sky Property Management
Additional email templates are available in the shared drive: /Templates/Communications/. Always use the most recent version and customize appropriately for each recipient.
3. Notice Delivery Procedures
Proper methods for delivering formal notices
Types of Formal Notices
Different notices require different delivery methods based on their legal significance:
- Eviction notice (30/90 days)
- Lease termination
- Legal demand letters
- Court summons
- Notice to vacate
- Building maintenance works
- Service disruptions
- Access requirements
- Policy changes
- Annual inspections
- Rent increase (90 days)
- Late payment warning
- Deposit deduction
- Service charge notice
- Outstanding balance
- Scheduled maintenance
- Emergency repairs
- Unit inspection
- Pest control
- AC servicing
Delivery Methods
Select the appropriate delivery method based on notice type:
Notary Public / Legal Process Server
Official legal delivery with court-admissible proof. Required for eviction notices and legal demands.
Registered Mail (with tracking)
Postal delivery with signature confirmation. Creates paper trail for formal communications.
Hand Delivery (with acknowledgment)
Personal delivery to recipient with signed acknowledgment form. Good for time-sensitive matters.
Email (with read receipt)
Electronic delivery to registered email. Should supplement, not replace, formal delivery for legal notices.
WhatsApp / SMS
Quick notification for operational matters. Not sufficient for legal or financial notices.
Notice Period Requirements
UAE tenancy law mandates specific notice periods:
| Notice Type | Minimum Period | Delivery Method |
|---|---|---|
| Rent Increase | 90 days before renewal | Registered mail / Notary |
| Eviction (Non-payment) | 30 days | Notary Public |
| Eviction (Owner use) | 12 months | Notary Public |
| Lease Non-Renewal | 90 days before expiry | Registered mail / Notary |
| Entry for Inspection | 48 hours | Email / Written |
| Emergency Maintenance | Reasonable notice | Any method |
Always retain proof of delivery for all formal notices. This includes notary certificates, registered mail receipts, signed acknowledgment forms, and email delivery confirmations. Store copies in the property file.
Notice Documentation Checklist
- Keep copy of notice in property file
- Record date notice was prepared
- Record date and method of delivery
- Obtain and file proof of delivery
- Note recipient name (who accepted)
- Calculate and record effective date
- Set reminder for follow-up action
- Update property management system
4. Complaint Handling Process
Procedures for managing tenant and owner complaints
Complaint Severity Levels
Categorize complaints to ensure appropriate response and escalation:
• Information requests
• Cosmetic issues
• Process suggestions
• Communication failures
• Billing disputes
• Neighbor conflicts
• Legal threats
• Media/social media
• Repeated complaints
Complaint Handling Process
Follow this structured process for all complaints:
Acknowledge Receipt
Respond immediately to confirm receipt of complaint. Thank them for bringing it to attention. Assure them it will be investigated.
⏱️ Within 2 hoursLog & Categorize
Enter complaint in tracking system. Assign severity level. Identify responsible department. Set resolution deadline.
⏱️ Same dayInvestigate
Gather all relevant information. Review history and documentation. Speak with all parties involved. Identify root cause.
⏱️ 24-48 hoursDevelop Solution
Identify resolution options. Get necessary approvals. Prepare any required compensation or remediation. Document proposed solution.
⏱️ Before deadlineCommunicate Resolution
Contact complainant personally (phone preferred). Explain findings and solution. Apologize where appropriate. Confirm their satisfaction.
⏱️ By resolution deadlineFollow Up & Close
Implement solution. Follow up to confirm satisfaction. Update complaint record. Identify any process improvements needed.
⏱️ Within 7 daysEscalation Matrix
When to escalate complaints to higher authority:
| Trigger | Escalate To | Timeframe |
|---|---|---|
| Unresolved after 48 hours | Team Supervisor | Immediately |
| Complainant dissatisfied with resolution | Department Manager | Same day |
| Legal threat received | Legal Department + Director | Within 2 hours |
| Social media / public complaint | Marketing + Director | Within 1 hour |
| Safety or emergency issue | Operations Director | Immediately |
| Third complaint from same person | Department Manager | Upon receipt |
Complaint Response Scripts
Use these approaches when responding to upset tenants or owners:
- Listen actively – Let them express their concern fully without interrupting
- Empathize – "I understand this has been frustrating for you..."
- Apologize appropriately – "I'm sorry you've had this experience..."
- Take ownership – "I will personally ensure this is addressed..."
- Explain next steps – "Here's what I'm going to do..."
- Set expectations – "You'll hear back from me by..."
- Follow through – Deliver on every promise made
Never argue with a complainant, never blame others, never make excuses, never promise what you can't deliver, and never ignore a complaint hoping it will go away. Every complaint is an opportunity to demonstrate excellent service.
Complaint Tracking & Reporting
All complaints must be tracked for quality improvement:
- Total complaints received (by category)
- Average resolution time
- Resolution rate within target
- Escalation rate
- Repeat complaint rate
- Customer satisfaction scores
- Top complaint categories
- Recommended process improvements
📞 Escalation Contacts
Research shows that customers whose complaints are resolved quickly and effectively often become more loyal than those who never had a problem. Treat every complaint as a chance to build a stronger relationship.