Property management KPIs (key performance indicators) are the figures that show how well a real estate portfolio is being managed: how much time passes between a tenant’s request and its closure, whether contractors meet the times agreed in their service level agreements (SLAs), which buildings and request types generate the most work, and how many requests are closed without involving the managers. The report brings them together for each fund and each period, so property managers can decide and owners can keep oversight.
Managing a real estate portfolio is complex work: you have to keep track of contractors’ completion times, tenant requests and due dates. These processes usually run on email or Excel spreadsheets: useful tools, but not always reliable, and they do not hold up as volumes grow. Where efficiency and transparency are essential, KPIs and reports built on everyday work become decisive for improving tenant management and daily operations.
Contractor performance: a practical example
Picture a common situation: a contractor has been asked to fix a lighting problem in a building. How do you know whether the job has been done? And how long did it take? Was the request closed properly, or is it still open?
If this information is scattered across emails, phone calls and Excel spreadsheets, management gets harder and mistakes multiply. A system that brings KPIs and structured reports together lets you answer at once, tracking in real time:
- completion times: how long it took to fix the problem;
- SLA compliance: did the contractor keep to the agreed times?
- quality of the work: is the problem solved, or have further requests been opened about the same fault?
These figures do more than make operational checks easier: they give you an objective basis for assessing contractors and improving the service to tenants.
A clear workflow for efficient management
A KPI-based system tracks the path of every request precisely and improves organisation and communication. Each ticket is routed according to the kind of support needed and can be assigned to:
- an in-house staff member, if the matter falls within their remit;
- a contractor, if the work requires an external service;
- a supervisor, when a check is planned to confirm that the work was done properly and within the set time.
This way everyone involved knows what they have to do and by when, with fewer delays and fewer misunderstandings. For example, if a request for lift maintenance stays open too long, the system sends automatic alerts to prompt its closure or, where planned, to bring in a supervisor.
A well-structured workflow does more than improve efficiency: it reduces the risk of requests being forgotten or mishandled.
The benefits of KPIs in tenant management
Integrating KPIs into tenant management brings practical benefits:
- Trends over time: historical data bring problem areas to light, such as an unusual number of requests about one building system or one building.
- Anticipating needs: by analysing completion times and recurring requests, you can schedule preventive maintenance and reduce emergencies.
- Data-driven decisions: clear reports support informed decisions, with greater efficiency and more satisfied tenants.
For example, if you notice that one contractor takes longer than the others to complete jobs, you can renegotiate the contract or look for more reliable alternatives.
Tailored reports for property management
Every real estate portfolio has its own characteristics, and a generic report is not enough. Being able to customise reports gives you access to genuinely useful data, such as:
- the time taken to close requests, with the median and the 90th percentile;
- the number of requests by building or by type of problem;
- the performance of each contractor.
With this information, managers stay in control of every aspect of their portfolio, make better use of resources and improve service quality.
Base decisions on measured data, not on claims
A system built on KPIs and tailored reports lets you anticipate problems, assess performance objectively and make decisions with greater confidence. The result is more efficient day-to-day management, more effective contractors and a better service for tenants. And, in the long run, a portfolio that is worth more, managed transparently and focused on results.
In EASYTM®, tenant management software and service for income-producing real estate, these figures are produced by the flow of requests itself: KPIs are calculated for each fund and each period from the date of every step, with no Excel spreadsheets to fill in at the end of the quarter. Across the real estate funds in Italy served since 2022, 86% of requests are closed without involving the managers (data as of 19 May 2026).