Client Tiering Framework
Reference guide for how clients are scored and managed across the four tiers.
How tiering works
Each landlord is scored on six dimensions (Revenue, Growth Potential, Strategic Value, Engagement, Payment Behaviour, Brand Fit). The total — out of 18 — places them in one of the four tiers below. The same scorecard surfaces on every landlord profile under the Scorecards tab.
TIER 1·The Strategic Client
Definition
High revenue. High growth. Strong brand and credibility value.
Who they are
Major landlords, embassies, multi-asset owners, corporate clients.
How to manage
Dedicated account manager. Monthly review. 24-hr SLA. White-glove service. Always proactive.
Strategic note
Protect at all costs. Know their goals, not just their assets.
TIER 2·The Core Client
Definition
Steady, reliable revenue. Low maintenance. Predictable.
Who they are
Standard residential blocks, stable long-term tenants, established landlords.
How to manage
Quarterly remote review. Efficient delivery. Automated reporting. No surprises.
Strategic note
Maintain loyalty. Serve efficiently. Look for quiet expansion.
TIER 3·The Developmental Client
Definition
Low current value but strong long-term potential. Growing their portfolio.
Who they are
Landlords on second or third property, younger investors, referral-stage clients.
How to manage
Executive sponsorship. Quarterly growth conversation. Add value-adds.
Strategic note
Invest early. These clients become Tier 1 if nurtured well.
TIER 4·Automate or Exit
Definition
Low revenue. High maintenance. Margin-erosion risk.
Who they are
Clients with chronic arrears, repeated disputes or unreasonable demands.
How to manage
Self-service processes. Reduce personal time. Frank conversation on expectations.
Strategic note
Do not ignore. Have a clear, managed exit protocol.
Client Health Score Guide
| Score | Status | What it means | Typical signs | Action |
|---|---|---|---|---|
| 75–100 | SECURE | Stable, paying, engaged. | Timely payments, responsive, renews contracts. | Maintain. Look for growth opportunities. |
| 50–74 | WATCH | Early friction or disengagement. | Late payments, less responsive, reducing scope. | Proactive outreach. Address concerns before escalation. |
| 0–49 | CRITICAL | High risk of loss, dispute or exit. | Arrears, silence, complaints, threats to leave. | Escalate. Recovery conversation. Apply 4As protocol. |
See the framework applied: Browse landlords and open any profile → Scorecards tab to see the 6-dimension tier score and 8-dimension risk score that drove the tier assignment.