PPM Communications Policy
Clear, documented communication is essential to PPM's operations and legal protection. This policy governs how staff communicate with tenants, owners, vendors, and each other.
Systems involved: JustCall, Buildium, Slack, Google Drive
External Communications (Tenants and Owners)
Written Communication Is Preferred
Whenever possible, communicate with tenants and owners in writing. Written records protect PPM legally and give all parties a clear reference point. Use email (via JustCall or direct) for:
Lease-related matters (renewals, violations, notices)
Maintenance approvals above threshold
Move-in and move-out coordination
Any conversation where an agreement, decision, or acknowledgment is made
Phone Calls
All inbound and outbound calls to tenants and owners are handled through JustCall. JustCall records calls and logs them to the contact record. Do not use personal cell phones for PPM business calls — use the JustCall app or web interface.
SMS / Text
SMS is appropriate for scheduling, quick confirmations, and time-sensitive notifications. Do not communicate lease terms, violation notices, or financial matters by SMS alone — follow up with email.
Response Time Standards
Emergency calls — respond within 1 hour at any time of day
Urgent tenant/owner calls or voicemails — respond within 4 business hours
General inquiries (email, portal messages) — respond within 1 business day
Maintenance status updates — proactively update tenants when status changes
Documentation in Buildium
Significant tenant or owner communications must be logged in Buildium:
Tenant communications → Residents → [Name] → Notes
Owner communications → Owners → [Name] → Notes
Log the date, medium (phone, email, SMS), summary of what was discussed, and any action item or outcome. This is especially important for maintenance disputes, non-payment discussions, and lease-related conversations.
Internal Communications (Staff)
Slack is the primary internal communication tool. Key norms:
Use the appropriate channel — don't post maintenance issues in accounting channels, etc.
Tag
@Danonly for decisions that genuinely require his inputAI agent messages with action buttons require human review before clicking — read the full context
Do not share tenant PII (SSN, date of birth, financial details) in Slack channels
Prohibited Communications
Making promises to tenants or owners about outcomes PPM cannot guarantee (e.g., guaranteed repair timelines, guaranteed approval decisions)
Discussing another tenant's situation with any other tenant
Providing legal advice — refer tenants and owners to their own attorneys
Communicating via personal email or phone for PPM business matters