Shared

Landlord Customer Journey

End-to-end relationship lifecycle from lead to exit, mapped to PCL Portfolio IQ modules.

  1. Stage 1 · Acquire
    Lead & Prospecting
    Lead → signed conversion

    PCL identifies potential landlord through referrals, marketing, or direct enquiry.

    First call / site visitPortfolio assessmentProposal & fee schedule
  2. Stage 2 · Onboard
    Mandate & Agreement
    Time to onboard (days)

    Management agreement signed, KYC captured, bank details and payout schedule agreed.

    Management agreementKYC documentsBank account verificationCo-owner declarations
  3. Stage 3 · Setup
    Property & Unit Setup
    Units captured vs. actual

    Properties, units, utilities, and caretakers are registered in PCL Portfolio IQ.

    Property profileUnit inventoryCaretaker assignmentPhoto & document upload
  4. Stage 4 · Lease-up
    Marketing & Tenant Placement
    Occupancy %, days-to-let

    Vacant units listed, viewings conducted, tenant vetting and lease signing.

    ListingsViewingsTenant screeningLease execution
  5. Stage 5 · Manage
    Rent Collection & Payouts
    Collection rate, on-time payout %

    Rents collected, statements issued, monthly payout to landlord.

    Rent remindersMonthly statementPayout & remittanceTax/VAT capture
  6. Stage 6 · Service
    Complaints & Maintenance
    MTTR, first-time fix %

    Landlord raises requests; PCL coordinates caretakers and contractors via job cards.

    Complaint loggedJob card raisedVendor dispatchResolution & sign-off
  7. Stage 7 · Engage
    Performance Reviews
    Health score, satisfaction

    Quarterly portfolio reviews, valuation updates, tier reassessment.

    Quarterly reportPortfolio review meetingTier & risk re-rating
  8. Stage 8 · Grow
    Value Adds & Expansion
    Wallet share, NPS

    Cross-sell value adds (insurance, valuation, refurb), capture additional properties.

    Value-add proposalsRefurb financingAdditional mandates
  9. Stage 9 · Retain
    Renewal & Loyalty
    Renewal rate, retention

    Mandate renewal, fee re-negotiation, escalations resolved at relationship level.

    Renewal letterExecutive escalationLoyalty recognition
  10. Stage 10 · Exit
    Off-boarding
    Reason-for-leaving captured

    Sale of property, mandate termination, final reconciliation and handover.

    Termination noticeFinal reconciliationDocument handoverExit interview