3PM Real Estate — Staff Training & Operations Manual

Task Management Policies

Core operational standards, authorization rules, and role definitions. Every team member must follow these policies when creating, updating, or closing a task in Buildium.

Task Naming Convention

Mandatory

Category – Subcategory – Property Address – Date

Correct Maintenance Request – Plumbing – 6114 14 Ave – Jan 22, 2026

Incorrect "Plumbing" or "Repair" or "Issue" — vague titles are not accepted

Consistent naming allows staff, property owners, and arbitrators to locate and review tasks quickly. It also supports compliance if a matter is referred to the Residential Tenancy Branch for dispute resolution.

Emergency vs Non-Emergency Classification

Under the Residential Tenancy Act, Section 33, emergency repairs must be urgent and necessary for the health or safety of a person, or for the preservation or use of the residential property. All other issues follow the standard repair process under Section 32.

Emergency (RTA s.33)

No heat in winter, active flooding, gas leak, electrical hazard, sewage backup, broken locks compromising security, fire safety system failure

Non-Emergency (RTA s.32)

Slow drip, broken appliance, chipped tile, noisy fixture, cosmetic damage, torn window screen

Tenant Responsibility

Light bulbs, minor cleaning, reasonable upkeep as outlined in tenancy agreement

Cost Authorization & Owner Approval

✓Under $500, Emergency: Auto-approve and proceed with stop-loss work. Notify the property owner within 2 hours.
✓Over $500, Emergency: Attempt live contact with the owner. If unreachable, proceed with stop-loss only. Obtain full written approval as soon as possible.
✓Non-Emergency, any cost: Obtain quotes, submit to owner for approval. Allow up to 48 hours for a response. Escalate via alternate contact if needed. You may proceed after 72 hours total without response.

Documentation Rule Record every owner contact attempt and approval in the Buildium task. Attach written approvals (email or portal confirmation) directly to the task for the audit trail.

Buildium Role Definitions

Understanding who owns and who supports each task.

Assignee (Driver)

The person who owns and drives the task to completion. Only staff listed in Buildium's Assignees list can be designated as task owners.

Collaborator

Supports the task with documentation, communication, or accounting — but does not own the outcome. Examples include administrative support and billing staff.

Assignment Matrix

Each task type routes to a specific assignee based on the nature of the work.

Admin 1

Primary assignee for non-emergency maintenance and repair requests. Handles vendor coordination, scheduling, and routine follow-up.

Admin 2

Primary assignee for tenant onboarding and offboarding, rental applications, tenant screening, and move-in setup tasks.

Managing Broker

Licensed property manager responsible for tasks requiring a licence under the Real Estate Services Act — including disputes, eviction proceedings, condition inspections, and site visits.

Property Manager

Licensed PM assigned to specific properties. Acts as both assignee and collaborator within their portfolio. Responsible for owner communication and final task sign-off.

6-Step Task Lifecycle

Every task in Buildium follows this standard workflow — from the moment it is reported through to audit-ready closure. This applies to all task types. Refer to the specific module pages for category-specific procedures.

1Intake New

Task Name

Category – Subcategory – Address – Date

Priority

High (emergency) or Normal (non-emergency)

✓Link the property and tenant to the task
✓Request photos, videos, and detailed description from the reporting party
✓Classify the issue as emergency or non-emergency based on RTA criteria

2Triage Triage

Gather complete details before assigning ownership.

✓Collect and review all photos, videos, and supporting evidence
✓Confirm the correct category, subcategory, and property address
✓Verify contact information and preferred access times
✓Gather timing details — when the issue started and whether it is ongoing or intermittent
✓Acknowledge receipt to the tenant or owner so they know the issue has been logged

Emergency Override If the issue qualifies as an emergency under RTA Section 33, skip triage and dispatch a qualified contractor immediately. Document the decision in the task notes.

3Assign Ownership Assigned

Assignee

The person who will own and drive the task to completion

Collaborators

Admin (billing), PM (owner communication), others as needed

Assignment Rule Only staff in the Buildium Assignees list may own a task. Refer to the Assignment Matrix on the Policies page to determine routing.

4Communication & Documentation In Progress

✓Document every key update in Buildium task comments — dates, decisions, and outcomes
✓Attach the owner's written approval (email or portal confirmation) to the task
✓Record the approval note: "Owner approved on [date] — see attached email"
✓Keep all communication within the task so the full history is available for review

Portal Visibility Property owners do not currently see Tasks in their Buildium portal. They only see Work Orders. Plan your communication accordingly.

5Work Order & Dispatch Work Order Created

✓Create a work order with the vendor name, scope of work, and cost code
✓Link the vendor, property, and description of work to be completed
✓Confirm that the owner can view the cost code in their portal before granting approval
✓Send the work order to the owner for review
✓Coordinate scheduling with both the vendor and the tenant

6Completion & Closure Completed

The task must be fully audit-ready before it can be closed.

✓Vendor job report received and attached
✓Before-and-after photos attached to the task
✓Final invoice received and attached
✓Close-out note written — summarizing what was done, by whom, and when
✓Task assignee notifies the owner and tenant that the work is complete
✓Property Manager or Managing Broker reviews, approves, and closes the task

Maintenance Request Lifecycle

The complete repair workflow — from the moment a tenant reports an issue through to audit-ready closure. Based on the Residential Tenancy Act Sections 32 and 33, and company policy.

Legal Reference — RTA Section 33 Under BC law, an emergency repair must be urgent and necessary for the health or safety of a person, or for the preservation or use of the residential property. Landlords must post emergency contact information in a conspicuous location or provide it in writing to the tenant.

Emergency Repairs (RTA s.33)

!Major water leak — active flooding, burst pipe, water entering the unit
!No heat in winter — furnace failure during cold weather
!Gas leak — smell of gas or suspected gas line issue
!Electrical hazard — exposed wiring, sparking, or complete power loss
!No running water — complete loss of water supply
!Sewage backup — sewage entering the rental unit
!Broken exterior door or window — unit cannot be secured
!Fire safety system failure — non-functioning smoke alarm or sprinkler

Non-Emergency Repairs (RTA s.32)

–Slow drip — faucet dripping, minor leak contained by a bucket
–Broken appliance — fridge, stove, or dishwasher not working (not life-threatening)
–Chipped tile or paint — cosmetic damage from reasonable wear and tear
–Light bulb replacement — tenant-replaceable item
–Slow drain — sink or tub draining slowly but not backing up
–Noisy appliance — unit is functioning but making unusual noise
–Minor cosmetic issues — scratches, scuffs, small nail holes
–Torn window screen — does not affect security or weatherproofing

Classification Rule If the issue does not clearly meet the criteria in RTA Section 33, classify it as non-emergency and follow the standard owner approval process. Do not escalate to emergency without documented justification.

Buildium Task Structure

Task Name

Maintenance Request – [Subcategory] – [Address] – [Date]

Request Source

Tenant Portal, Email, Phone, or Emergency Line

Priority

High (emergency) or Normal (non-emergency)

Category

Emergency Request or Maintenance Request

Due Date

Set to the date of the next required action — not the original request date

Status Flow

New → Triage → Assigned → In Progress → Completed → Closed

1Intake New

✓Request received and logged in Buildium on the same day
✓Date and time automatically recorded — do not alter
✓Copy the tenant's description verbatim into the task notes
✓Request or attach photos and video evidence
✓Task created in Buildium — no off-system handling (texts, personal email, verbal only)

Audit PurposeThis record establishes when the landlord was notified, which may be relevant in a Residential Tenancy Branch hearing.

2Classification Classified

✓Review the reported issue against the emergency repair criteria in RTA Section 33
✓Select classification: Emergency (s.33) or Non-Emergency (s.32)
✓Record the reason for classification in the task notes — one to two factual sentences
✓Update the priority in Buildium: High or Normal
✓Update the category: "Emergency Request" or "Maintenance Request"

Sample Classification Notes "Classified as Emergency per RTA s.33 — active water leak causing flooding in kitchen. Immediate dispatch required to prevent damage to residential property." "Classified as Non-Emergency per RTA s.32 — slow faucet drip, contained, no immediate risk to health or safety. Standard approval process applies."

3Tenant Acknowledgment Acknowledged

✓Send written acknowledgment to the tenant via Buildium or email
✓Confirm receipt of the request
✓State the classification (emergency or non-emergency)
✓Provide the next step and expected time window
✓Log the acknowledgment message in the task communication history

Response TimelineEmergency — immediately or within hours. Non-emergency — within one business day.

4Triage & Dispatch In Progress

✓Confirm all photos, videos, and evidence have been gathered
✓Emergency: dispatch a qualified contractor immediately
✓Non-emergency: determine whether a vendor is needed or the tenant can self-resolve
✓Set the assignee (Admin for routine maintenance, PM for licensed work)
✓Add collaborators (Admin for billing, others as needed)

5Work Order & Owner Approval Work Order Created

✓Create work order with vendor, scope of work, and cost code
✓Confirm the owner can view the work order in their portal
✓Obtain owner approval (written — via email or portal)
✓Attach the owner approval to the task
✓Confirm scheduling with the vendor and tenant

Best PracticeRecord in the task notes: "Owner approved on [date] — see attached email." This creates a clear record if the work or cost is later questioned.

6Completion & Close-Out Completed

✓Vendor job report received and attached to the task
✓Before-and-after photos attached
✓Final invoice received and attached
✓Close-out note summarizing the work completed, the date, and the outcome
✓Tenant contacted to confirm the issue has been resolved
✓Task marked Completed by the assignee
✓Task reviewed and closed by the Property Manager or Managing Broker

Audit WarningThe close-out note is the first thing a Dispute Resolution Officer will review if the matter is referred to the Residential Tenancy Branch. Write it as though it will be read in a hearing.

Dispute Task Lifecycle

8-phase process for managing tenant disputes — from intake to resolution, RTB dispute resolution filing, or eviction proceedings. Every phase must be documented in the Buildium task.

System Rule Category: Dispute (only one category). Naming: Dispute – [Type] – [Unit] – [Tenant Last Name]. Assignee: Property Manager or Managing Broker.

Task Name

Dispute – [Type] – [Unit] – [Tenant Last Name]

Category

Dispute

Priority

High

Related Contact

Tenant and Owner

Assignee

PM or Managing Broker

Start Date

Date the issue was first identified

Approved Dispute Types

Late Rent

Chronic late payment pattern or current rent arrears

Damage / Deposit

Damage claims or security deposit disputes beyond reasonable wear and tear (RTB Policy Guideline 1)

Noise / Disturbance

Repeated noise complaints or disturbance affecting quiet enjoyment

Maintenance / Repair

Tenant disputing landlord's repair obligations under RTA s.32

Illegal Activity

Suspected illegal activity on the residential property

Breach of Agreement

Violations of the tenancy agreement — unauthorized occupants, pets, subletting, etc.

Other

Issues not covered above. The dispute type must be explained in the task notes.

1Dispute IntakeNew

Establish a defensible starting point with facts only.

✓Select the dispute type from the approved list
✓Record the date the issue was first identified
✓Identify the source: rent ledger, condition inspection report, tenant complaint, or staff observation
✓Confirm the tenancy details (agreement dates, unit, parties)
✓Attach initial evidence (ledger excerpt, photos, written complaint)
✓Write task notes using facts only — no opinions or assumptions

2File ReviewIn Progress

Know your evidence before communicating with the tenant.

✓Confirm the tenancy agreement is on file and current
✓Confirm the move-in Condition Inspection Report (RTB-27) is on file
✓Review any prior written warnings or notices
✓Review the task and repair history in Buildium for this unit and tenant
✓List any gaps in the documentation in the task notes

3Communication & Early ResolutionIn Progress

Demonstrate reasonableness and attempt to resolve the matter informally.

✓Send written notice to the tenant in a neutral, professional tone
✓State a clear expectation and a reasonable deadline for compliance
✓Attach the email or letter to the task
✓Record the tenant's response in the task notes

Decision PointIf the matter is resolved → proceed to Phase 8 (Close-Out). If not resolved → proceed to Phase 4.

4Monitoring & DocumentationIn Progress

Build a documented record that proves the pattern or seriousness of the issue.

✓Log each incident with date, time, and description in the task notes
✓Record whether the tenant complied or did not comply with each request
✓Maintain a consistent, factual tone throughout
✓Attach updated evidence — ledger reports, photos, inspection logs

Decision PointIf the issue stops → Phase 8. If it continues → Phase 5.

5Escalation Review (Go / No-Go)Decision Required

Decide lawfully, deliberately, and with documentation in hand.

✓Confirm a lawful ground for eviction or further action exists under the Residential Tenancy Act
✓Verify that all documented evidence predates the proposed notice
✓Identify the correct RTB notice form (e.g., One Month Notice, 10 Day Notice)
✓Review compensation rules under the RTA if applicable (e.g., two-month notice for landlord's use)

Decision (Required — Select One)

☐ Proceed to eviction ☐ Continue monitoring ☐ Seek legal advice

Decision PointNo eviction → Phase 8. Eviction → Phase 6.

6Notice & Evidence PreparationIf Evicting

Assemble the complete eviction file before serving any notice.

✓Prepare a one-page chronology of events
✓Organize and label all evidence
✓Draft the RTB notice using the correct form
✓Use factual, professional language — do not include emotional statements
✓Attach the chronology and draft notice to the task

7Service & RTB ProcessIf Evicting

Lock down timelines and proof of service.

✓Serve the notice using a method permitted under the RTA and Residential Tenancy Regulation
✓Record the exact date and time of service in the task
✓Attach proof of service (photo, witness statement, registered mail receipt)
✓Complete and attach RTB-34 (Order of Possession) if applicable
✓Log the dispute resolution application deadline in the task

8Close-OutMandatory

Close the file cleanly. Record the outcome and lessons learned.

Close-Out Type (Select One)

☐ Resolved informally ☐ Tenant complied ☐ Eviction completed ☐ RTB decision issued ☐ Withdrawn / error corrected

✓Record the final outcome in the task notes
✓Save all supporting documents in the task
✓Note any lessons learned for future reference
✓Mark the task Completed in Buildium

Move-In & Move-Out Inspections

Condition inspections are required by law under the Residential Tenancy Act. Completing the RTB-27 Condition Inspection Report at both the start and end of a tenancy protects the landlord's right to claim against the security or pet damage deposit, and protects the tenant's right to have it returned.

Move-In Condition Inspection

Establishes the baseline condition of the rental unit. Without a properly completed move-in report, the landlord may lose the right to make deductions from the deposit.

Task Name

MOVE-IN – Condition Inspection (RTB-27) – [Unit] – [Tenant]

Category

Leasing → Move-In → Condition Inspection

Assignee

Licensed Property Manager

Priority

High

Due Date

Move-in date or within 24 hours

Collaborators

Admin (as needed)

1SchedulingNew

The landlord must offer the tenant at least two opportunities for the condition inspection (RTA s.23).

✓Confirm the unit is empty of the outgoing tenant's possessions (or obtain written agreement)
✓Send Offer #1 by email — propose a date and time between 8:00 AM and 9:00 PM
✓If Offer #1 is declined or no response → serve RTB-22 (Notice of Final Opportunity) with Offer #2
✓Record proof of service in the task: date, time, and delivery method
✓Attach all offer emails and the RTB-22 (if used) to the task

Legal Requirement If the landlord offers two opportunities and the tenant does not participate on either occasion, the tenant's right to the return of the deposit may be extinguished under RTA s.24(1).

2Conduct the InspectionIn Progress

Walk through the unit together and create a defensible baseline record.

✓Complete the RTB-27 Condition Inspection Report room by room
✓Take photos — wide-angle and close-up for each room, using consistent angles
✓If any area is blocked or inaccessible, note "area blocked" on the report
✓Record meter readings, key counts, and fob counts
✓Both parties sign the report — if the tenant refuses, note "Tenant declined to sign"
✓Attach the completed RTB-27 to the task
✓Attach the full photo set, labeled by room

3Deliver Report CopyIn Progress

Deliver within the required timeframe and retain proof.

✓Deliver a signed copy of the RTB-27 to the tenant within 7 days of the inspection
✓Save proof of delivery: email with attachment, or hand-delivery record
✓If the tenant provides written acknowledgment, attach it to the task

Compliance Deadline If the landlord fails to provide the tenant with a copy of the completed condition inspection report within the required timeline, the landlord may lose the right to claim against the security or pet damage deposit.

4Post Move-In Follow-UpCompleted

✓Create work orders for any landlord-responsible repairs identified during the inspection
✓Confirm the tenant understands how to report maintenance requests through the Buildium portal
✓Mark the task as Completed in Buildium

Move-Out Inspection & Deposit Disposition

The move-out inspection compares the unit's current condition to the move-in baseline. Combined with proper documentation, it determines whether the landlord can claim against the security or pet damage deposit.

Task Name

MOVE-OUT – Condition + Deposit – [Unit] – [Tenant]

Category

Operations → Move-Out → Condition Inspection / Deposit

Assignee

Licensed Property Manager

Collaborators

Admin (deposit accounting)

1Pre Move-Out Preparation (2 Weeks Before)New

✓Offer the tenant an optional pre-move-out walkthrough as a courtesy
✓Share cleaning expectations and move-out instructions in writing
✓Log the instructions and delivery method in the task

2Schedule the Move-Out InspectionIn Progress

✓Send Offer #1 within a reasonable time after the notice to end tenancy has been given or received
✓If Offer #1 is declined or no response → serve RTB-23 (Notice of Final Opportunity) with Offer #2
✓Document proof of service in the task
✓Attach all scheduling correspondence to the task

3Conduct the Move-Out InspectionIn Progress

✓Complete the RTB-27 — both parties sign (or note refusal)
✓Take photos and compare to the move-in photo set
✓Distinguish between damage and reasonable wear and tear (refer to RTB Policy Guideline 1)
✓Apply useful life depreciation where applicable (refer to RTB Policy Guideline 40)
✓Attach the completed RTB-27 and photo set to the task

4Deliver Report & Deposit DecisionIn Progress

✓Deliver a signed copy of the move-out RTB-27 within 7 days
✓Document the delivery method and date in the task
✓If claiming against the deposit: obtain repair quotes or invoices
✓Document useful life depreciation calculations
✓Assemble the evidence package: move-in RTB-27, move-out RTB-27, photos, and invoices

5Final Deposit DispositionCompleted

✓Return the deposit with interest, or submit a claim — within 15 days of the tenancy end date or receipt of the tenant's forwarding address, whichever is later
✓Admin processes the accounting (deposit return cheque or RTB dispute resolution application)
✓Notify the tenant of the final outcome in writing
✓Save all documentation in the task
✓Mark the task as Completed

15-Day Deadline Under the Residential Tenancy Act, if the landlord does not return the deposit or apply for dispute resolution within 15 days of receiving the tenant's forwarding address, the tenant may apply for a direct request for the full return of the deposit. Missing this deadline may forfeit the landlord's claim entirely.