These are the operating standards we hold ourselves to on every property we manage. They describe how we do the work. They are not the terms of your management agreement.

Maintenance and repairs

How work orders reach us

Tenants submit work orders through the resident portal, which timestamps and logs every request. Requests submitted by phone are entered by our staff on the tenant's behalf. Every work order is written down. Nothing is handled verbally without a record.

Response targets

Category	Our target response
Emergency	Acknowledged immediately, vendor dispatched same day
Urgent (no A/C, no heat, major leak)	Acknowledged within 4 business hours, vendor scheduled within 24 hours
Routine	Acknowledged within 24 business hours, vendor scheduled within 3 business days
Cosmetic or deferred	Batched to the next scheduled visit or turn

Response targets describe our scheduling commitment, not a guaranteed completion date. Parts availability, vendor capacity, tenant access, and weather affect completion.

What counts as an emergency

• Fire or flood — tenants are instructed to call 911 first
• No heat when the interior temperature is below 45°F
• No air conditioning when the interior temperature is above 85°F
• No electricity, no water, or no usable toilet
• Any condition presenting a risk of injury or of appreciable property damage

Owner approval

We seek your written approval before any expenditure over $250 for a single item or a related series of items with the same vendor. Emergencies are the exception: we act first to prevent injury or damage, and we make every reasonable effort to reach you before we spend.

Vendors

• Licensed and insured where the trade requires it, with current certificates on file
• Vendor invoices passed through to you at actual cost, with no markup
• Competitive bids on projects over $1,000
• Invoices reviewed against the scope before payment
• Warranty work pursued with the original vendor before a new one is engaged

Inspections

Every property is inspected at least once per tenancy. Each inspection produces a written report with photographs, delivered to your owner portal.

• Move-in. Documented condition report; tenants submit their own within 7 days.
• Renewal. Interior and exterior walkthrough covering upkeep, damage, and deferred maintenance, with at least 24 hours' notice to the tenant.
• Move-out. Compared against the move-in record to separate damage from ordinary wear.
• Optional quarterly. Available on request.

Leasing and marketing

• Rental price analysis before listing, based on current comparable rents
• Professional listing photos and syndication through our listing network
• Showings scheduled and conducted by our leasing staff
• Applications processed in the order received
• Owner updated on showing activity and application volume during vacancy

Our published tenant screening criteria are on our Rental Standards page. The criteria in effect on the date you sign are provided with your management agreement.

Reporting and money

• Monthly owner statement of receipts and disbursements for each property
• Owner distribution initiated within 10 business days of the close of the collection period
• Year-end statement delivered by January 31
• Owner portal access to statements, invoices, leases, and inspection reports, 24/7
• Tenant security deposits held in a separate broker trust account, never commingled with operating funds, reconciled monthly

Communication

• Owner calls and emails returned within one business day
• Named point of contact for every owner
• Notice to you before any non-emergency expenditure over $250
• Notice to you when a tenant goes delinquent, when a notice is served, and when a case is filed
• We do not release lease information to non-leaseholders without signed authorization

Version history

Version	Effective	Change
2026.1	July 20, 2026	Initial publication

Tru Diligence Sales & Management  ·  Piedmont Home and Land LLC  ·  Licensed Oklahoma real estate brokerage  ·  34 Edmond Rd. NW, Suite 102, Piedmont, OK 73078