Key Takeaways

Introduction to Property Operations & Maintenance (POM)

In today’s fast-evolving commercial real estate landscape, POM has become a strategic lever for value creation, risk management, and tenant satisfaction. Whether you’re a landlord maximising NOI or a property manager juggling hundreds of daily tasks, the right approach to maintenance, work order management, vendor relationships, and technology can mean the difference between thriving assets and unnecessary headaches.

This guide is your go-to playbook—distilling proven strategies, cutting-edge tech, and actionable frameworks to help you level up every aspect of your property operations. We also point you towards a number of deeper investigations of specific topics and provide you with tools that you can put to work today.

We've broken down this guide into five main pillars:

1. Maintenance Planning & Execution – Proactive, data-driven strategies that reduce risk, lower costs, and extend asset life.

2. Work Order Management – Streamlined systems that improve efficiency, transparency, and tenant experience.

3. Vendor & Contractor Management – Building a high-performing vendor ecosystem for quality, compliance, and partnership.

4. Asset & Facility Management – Maximising value through robust tracking, lifecycle planning, and energy efficiency.

5. Technology & Automation – Leveraging AI, IoT, and modern property systems to future-proof operations and free up time for high-value work.

This guide aligns with standards from BOMA and IFMA for best-in-class property operations.

Maintenance Planning & Execution: Strategies That Drive Value

Why Maintenance Strategy Matters

Maintenance isn’t just about fixing what’s broken. It’s about protecting asset value, minimising risk, and creating competitive advantage. Well-executed property maintenance programs deliver an average ROI exceeding 545% (BOMA Maintenance & Replacement Cost Database, 2024), while properties with poor maintenance can face costs up to 30% higher than optimised facilities (IFMA O&M Benchmark Report, 2024). The key is shifting from reactive mindsets to proactive and predictive strategies.

Preventive vs. Reactive vs. Predictive Maintenance

Preventive maintenance is your foundation—scheduled tasks that keep systems running and prevent costly surprises. Predictive maintenance takes it up a notch by using sensors and analytics to pinpoint issues before they cause disruption, slashing emergency repairs and downtime (ProptechOS, 2024). These approaches are proven to reduce costs and improve efficiency in commercial properties, freeing up budget for value-adding projects and enhancing tenant experience.

Seasonal & Annual Maintenance Planning

Effective maintenance planning is cyclical. A robust plan anticipates seasonal peaks—prepping heating in fall, monitoring HVAC in summer, and inspecting roofs and gutters before the rainy season (WorkTrek, 2024). Here’s a sample seasonal calendar:

• Spring: HVAC tune-ups, drainage checks, exterior cleaning.

• Summer: AC system optimization, energy audits, landscaping.

• Fall: Heating system prep, weatherproofing, roof/gutter inspection.

• Winter: Pipe insulation, emergency plans, snow/ice management.

Annual maintenance should bundle deep inspections, lifecycle assessments, and capital planning. This proactive model keeps your property compliant, efficient, and attractive to tenants.

Maintenance Checklists & Tools

Standardised checklists ensure consistency and compliance. With these daily, weekly, monthly, and annual tasks are documented, not forgotten.

Work Order Management: Streamline Every Request

The Role of Work Order Management in Operational Excellence

Work order management is the heartbeat of property operations. Every service request, inspection, and repair flows through this system. When done right, it brings clarity, accountability, and speed to your operations. When neglected, it breeds confusion, delays, and tenant frustration.

Digital Transformation: From Paper to Automated Platforms

The shift from spreadsheets and paper logs to modern digital work order management platforms is a game changer. Today’s solutions offer:

• Centralised request capture (from tenants, staff, or IoT alerts)

• Automatic assignment and escalation based on urgency, skill, or location

• Real-time status tracking with notifications for all stakeholders

• Mobile field apps for technicians—access work orders, upload photos, complete jobs onsite

• Comprehensive reporting and analytics for continuous improvement

Best Practices & KPIs

Tracking these KPIs helps property managers identify bottlenecks, allocate resources, and demonstrate value to owners (WorkTrek, 2024).

Mobile and Real-Time Field Operations

Mobile-enabled work order management isn’t just a nice-to-have—it’s a necessity for fast, accountable service. Technicians can access instructions, upload photos, and close out work onsite, while managers get real-time visibility. This not only improves efficiency but also documents compliance and supports faster invoicing and tenant communication.

Vendor & Contractor Management: Building Partnerships That Last

Sourcing, Onboarding, and Credentialing

Quality property vendor & contractor management is foundational to risk reduction, compliance, and delivering great tenant experiences. Start strong with a robust process:

1. Sourcing: Prioritise vendors with proven commercial experience, financial stability, and positive client references (BAF Corp, 2024).

2. Credentialing: Verify licenses, certifications, and insurance coverage—this protects you and keeps your operation compliant (SRESAZ, 2024).

3. Onboarding: Standardise documentation, safety training, and communication protocols—for consistent, reliable service across your portfolio.

Compliance, Quality Assurance, and Risk Management

• Automate credential tracking—get alerts when insurance or licenses expire.

• Set clear performance SLAs (response times, quality standards, reporting).

• Regularly audit compliance and document site safety practices. Reference standards such as ISO 41001 and ASHRAE for best practices.

Build Long-Term Strategic Vendor Relationships

Great vendor partnerships go beyond transactions. They are built on communication, shared standards, and continuous improvement. Schedule regular performance reviews, invite feedback, and reward top performers with preferred status or multi-year agreements (VendorPM, 2024).

The use of scorecards and tenant feedback are very important to track and benchmark vendors. This supports with closing the loop for continuous improvement.

Asset & Facility Management: Maximising Performance and Value

Asset Tracking and Lifecycle Documentation

You can’t manage what you don’t measure. Modern asset management starts with a digital inventory of every system—HVAC, roofs, elevators, plumbing, lighting—complete with make, model, age, condition, and service history. NFC tags and IoT sensors can help you automate this entire process for large portfolios (Kinexio, 2024).

Condition Monitoring and Performance Analytics

Proactive condition monitoring through advanced sensors or scheduled inspections enables early detection of issues, preventing costly disruptions. Performance analytics on the other hand pinpoint high-expense assets, recurring faults, and areas of excessive energy use, so you can prioritise investments that deliver the greatest value. (FM Systems, 2024).

Lifecycle Costing and Upgrade Planning

True property operational excellence means thinking beyond today’s repairs. Lifecycle cost analysis weighs initial investment, maintenance, energy use, and replacement timing to minimise total cost of ownership in the long terms (ProptechOS, 2024). Running this analysis helps justify upgrades—like energy-efficient HVAC or LED lighting—by forecasting payback and long-term savings.

Energy Efficiency and Value Enhancement

Energy efficiency isn’t just a sustainability goal—it’s a profit driver. Upgrading HVAC, improving insulation, and installing smart lighting can cut energy bills by 15-30% and improve asset value (WattLogic, 2024). Smart monitoring verifies savings and identifies new opportunities, while tenants increasingly demand green-certified spaces.

Technology & Automation: The Future of POM

The Modern Tech Stack: AI, IoT, and CMMS

Technology is no longer optional. Progressive property teams that are levelling up in maintenance leverage three main layers:

1. Computerised Maintenance Management Systems (CMMS)

• Centralises work orders, asset data, vendor records, and maintenance schedules

• Automates preventive maintenance and compliance tracking

• Provides reporting for smarter, data-driven decisions

Modern CMMS platforms are proven to boost efficiency, reduce admin, and empower property managers to scale best practices across multiple sites (JLLT, 2024). If you are are looking for a system that supports a number of work order processes alongside other property management needs, you can dive into the Re-Leased functionality here.

2. Internet of Things (IoT)

• Deploys sensors for real-time monitoring of HVAC, lighting, water, and security systems

• These enable predictive maintenance by flagging anomalies before breakdowns

• They also optimises energy use, air quality, and space utilisation which supports with driving both savings and tenant comfort

IoT integration turns buildings into “smart” assets—enabling remote monitoring and unlocking automation at scale (Tektelic, 2024).

3. Artificial Intelligence (AI)

• Automates routine workflows, predicts maintenance needs, and analyses massive data sets for actionable insights

• Supports chatbots for tenant requests and streamlines scheduling

• Continuously learns, improving over time to drive further ROI

AI-powered platforms can reduce maintenance costs by 20-30% and significantly improve operational efficiency (Beam.AI, 2024).

Conclusion 

Property operations and maintenance are evolving rapidly, driven by technology, data, and rising tenant expectations. By adopting a proactive, evidence-based approach and leveraging the latest tools, property managers and landlords can unlock greater value, reduce risk, and future-proof their portfolios.