Owner-oversight review of third-party property manager performance. Scores against the
PMA's service standards and the overlay's rubric, computes adherence metrics, flags
audit findings, produces the scorecard memo and the TPM-facing communication draft.
Runs monthly per property and quarterly per PMA. Material performance gaps and any
PMA amendment or termination are gated.
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name
Third-Party Manager Scorecard Review
slug
third_party_manager_scorecard_review
version
0.1.0
status
draft
category
residential_multifamily
subsystem
residential_multifamily
pack_type
workflow
targets
["claude_code"]
stale_data
TPM scorecard rubric weights, benchmark sets, and SLA bands are overlay-driven. PMA
terms and audit escalation paths are PMA-specific; each PMA should have its own
overlay record.
Owner-oversight review of third-party property manager performance. Scores against the
PMA's service standards and the overlay's rubric, computes adherence metrics, flags
audit findings, produces the scorecard memo and the TPM-facing communication draft.
Runs monthly per property and quarterly per PMA. Material performance gaps and any
PMA amendment or termination are gated.
Third-Party Manager Scorecard Review
Workflow purpose
Hold the third-party manager accountable with a defensible, data-driven scorecard anchored to the PMA and the operating outcomes the owner expects. Surface material performance gaps early so remediation is an ordinary conversation rather than a rupture. Ensure every audit finding is tracked to resolution. Route PMA amendment or termination through the correct approval path.
This pack is flagship-depth. It is where ownership's oversight layer converts a TPM's operating output into an ownership-grade judgment. It is also where PMA integrity lives: service standards, reporting cadence, data quality, approval responsiveness, and audit posture.
Pull each TPM-managed property's monthly operating review and the corresponding asset management review. Both are inputs; the scorecard consumes, does not recompute.
Step 2. Report timeliness and data quality.
report_timeliness: share of required reports delivered on or before PMA due date.
kpi_completeness: share of PMA-required KPIs populated.
variance_explanation_completeness: share of material variances with explanations.
Each dimension scored per rubric overlay; missing or late reports are material gaps.
Step 3. Operating performance.
Property-level performance vs. market benchmark: tpm_collections_performance, tpm_turn_performance.
budget_adherence_tpm vs. controllable lines.
service_level_adherence against PMA SLAs (response times, lead times, entry-notice compliance).
staffing_vacancy_rate_tpm against PMA-approved roster.
Step 4. Oversight responsiveness.
approval_response_time_tpm: median days from TPM approval request to owner decision. This scorecard is bidirectional — owner-side delays show up here too. Owner-side median above overlay threshold flags owner-process review.
Step 5. Audit posture.
audit_issue_count_and_severity: open audit findings by severity; age of oldest critical finding.
Any critical finding open beyond overlay window is a scorecard red.
Fair-housing or compliance findings route per row 3 automatically and are surfaced in the scorecard without revealing confidential details.
Step 6. Scorecard composition.
Apply rubric weights; compute composite score per asset and per PMA. Surface top drivers up and down. Track trend over trailing 6 and 12 months.
Step 7. Material gap identification (decision point).
Yellow: one dimension below rubric band for one period; remediation plan requested, no approval.
Orange: two dimensions below rubric band, or one dimension below for two consecutive periods; remediation plan with explicit owner-side actions; approval_request for material action (overlay-governed; typically asset_manager + portfolio_manager).
Red: three or more dimensions below rubric band or any critical audit finding beyond window; approval_request row 19 path opens for PMA amendment or termination consideration with legal.
Step 8. TPM-facing communication.
Produce the communication draft with overlay tone and clear asks. draft_for_review. Never sent without owner-side approval.
Step 9. Quarterly PMA review.
At quarter end, produce the PMA-anniversary-aligned review with strategic view: PMA term, market context, contracted fees vs. performance, term and amendment history.
Step 10. Confidence banner.
Every reference cited with as_of_date and status. PMA-specific overlay as_of_date surfaced.
Branches
If the scorecard reveals a fair-housing or compliance finding in the TPM's operations: route immediately per row 3; the scorecard memo notes the flag but does not detail; counsel leads.
If the scorecard implies PMA fee structure misalignment: route as separate evaluation; do not bundle with operational remediation.
If the scorecard is red for two consecutive months: escalate to executive review; portfolio_manager + asset_manager + legal path opens row 19 for possible PMA change.
If the TPM is in the middle of a market-wide operating shock (e.g., a hurricane) that distorts metrics: note context, discount a dimension with explicit rationale, and consult overlay for force-majeure treatment.
PMA amendment proposed without legal. Fix: row 19 required.
Sample data as authoritative. Fix: confidence banner.
Edge cases
TPM managing in multiple markets: asset-level scorecards rolled to PMA-level for quarterly review; variance by market surfaced.
New PMA (first 3-6 months): rubric adjustments per overlay; ramp period defined.
PMA with incentive structure: tie scorecard dimensions to incentive KPIs per PMA; scorecard note explicit.
PMA renewal approaching: strategic review inputs to renewal decision; routes via workflows/owner_approval_routing if renewal decision needed.
TPM bought by another operator (M&A): scorecard pauses auto-actions; legal review.
Example invocations
"Run the monthly TPM scorecard for our Charlotte portfolio."
"Quarterly PMA review for PMA X; include strategic view."
"TPM Y missed report three times this quarter. Build the scorecard and the remediation plan."
Example outputs
Output — Monthly TPM scorecard (abridged, Charlotte portfolio, March 2026)
Report timeliness.report_timeliness within band for the quarter.
Data quality.kpi_completeness and variance_explanation_completeness within band.
Operating performance.tpm_collections_performance within band at benchmark. tpm_turn_performance slightly above benchmark (slower turns); yellow. budget_adherence_tpm within band.
Service levels.service_level_adherence within band.
Staffing.staffing_vacancy_rate_tpm one position above overlay threshold at one asset; yellow.
Oversight responsiveness.approval_response_time_tpm median within band. Owner-side responsiveness within band.
Audit posture.audit_issue_count_and_severity two low findings, no critical; both within overlay window.
Composite. Two yellows; overall within acceptable band. Remediation plan requested.
TPM-facing communication.draft_for_review; asks scoped to the two yellow dimensions.
Approvals. None this period. Remediation plan is an owner ask, not an approval.
