# Custom AI OS

> A complete AI operating system built from scratch for one business, starting with a map of every action it takes.

Source: https://goldstarlabs.ai/custom
Machine view: https://goldstarlabs.ai/machine/custom

This is the full build where we come in and act as your fractional AI team for as long as we need to get this built. We don’t just slap AI agents over a bunch of existing broken systems, we work to make sure the foundational layer and all of your systems that write to and read from the AI OS are in good enough shape to be useful.

## It starts with a map

Once the foundation is solid, the fun part begins. Create a map of every action taken inside your business. How does each action impact the other parts? What are the data sources? What is the scope? What is the best possible result from each individual action? What about the business as a whole? How much do you want to be in the loop vs letting the agents execute? What are the second and third order effects of each action? Our custom internal agents are designed to build this map quickly in tandem with our expert team members.

This map goes deep. We trace your most complicated custom workflows, preferences, the rules that only exist in your head, and the way you handle weird edge cases. The mapping turns your tacit knowledge, company history, and systems into a useful foundational layer that we can build an AI OS on top of.

## Every action gets a ceiling and a fence

Once the mapping is complete, we identify the entitlement value of every action and its set of bounds. In plain English this means what is the best possible outcome of a specific action and what each agent can and cannot do. Once this is done, the mapping is complete. We know every action that can possibly be taken in your business, what an agent working on that action can and cannot do, and what the best possible outcome of every single action is and how it relates to the overall goals. This map makes sure that every agent we build marches in the same direction towards your overall goals.

## Gold Star’s Terraforming Engine

This is where we can really show off the engineering firepower. We have a suite of custom built internal agents that are specifically designed to turn those detailed maps into a working reality. We call this our terraforming engine.

This engine spins up and coordinates thousands of parallel AI agents to turn your map into reality, run tests to make sure it's secure and actually works, and make sure it ultimately matches the map that we built together during the first phase.

## Once the Terraforming Engine is done, we put it in your hands

The Terraforming Engine can write perfect code and run a million tests, but without putting it in your hands and getting your feedback it's impossible to build something that is truly useful to you. This iteration process goes for as many rounds as needed until the end result is a suite of AI agents that genuinely deliver the value to you in a way that you expect. We call this the “evals”.

## Who this is for

Owners who want the whole thing. If you’d rather start smaller, please look at our individual components or a pre-built industry-specific OS. The custom AI OS process is both a time and financial investment, with both parties acting as partners. We’re selective about who we take on, because the payoff comes from doing it right.

Interested in seeing if this would be a good fit? We offer a complimentary custom AI audit that lets you get an idea of the types of things we’d tackle first, the overall scope of investment, and gives us a chance to get to know each other a little bit before embarking on this endeavor.

## A reference map

> Sample data. The company below is fictional, built to show what a finished map holds: 512 doors, a team of 11, 69 actions. It is not a client.

Manages 512 doors across Spokane and the Valley from an office above a print shop on Monroe. Single family rentals, duplexes, and eleven small apartment buildings.

## The foundation

#### Property management system

- **Kind:** System
- **What it is:** The system of record where every unit, lease, tenant and move-out date lives.
- **Used by:** Process a notice to vacate; Launch a listing; Send the move-in packet; Make a renewal offer; Triage a maintenance request; Read tenant sentiment; Forecast capacity before the next door

#### Tenant and property ledgers

- **Kind:** Data
- **What it is:** What was charged, what was paid, and what is still owed, on every unit and every household.
- **Used by:** Post and match incoming rent; Work the delinquency list; Prepare a late notice; Handle a payment plan request; Produce the monthly owner statement; Run the owner draw; Bill back shared utilities; Post a tenant chargeback

#### Trust account and bank feed

- **Kind:** System
- **What it is:** The account rent and deposits land in, and the feed that says when they did.
- **Used by:** Post and match incoming rent; Collect the deposit and first month; Reconcile the trust account; Run the owner draw; Run vendor payables; Ask for a reserve top-up; Dispose of a security deposit

#### Lease files

- **Kind:** Data
- **What it is:** Signed leases, addenda, and the clauses each one actually carries.
- **Used by:** Process a notice to vacate; Generate the lease; Make a renewal offer; Prepare a lease violation notice; Process a pet or occupant request; Check lease terms against current law; Run the habitability clock

#### Lease history and comps

- **Kind:** Data
- **What it is:** What comparable units actually leased for, and what is asking on the market today.
- **Used by:** Price a vacant unit; Launch a listing; Check a stalled listing; Make a renewal offer; Survey the market; Work an inbound owner lead

#### Unit photo library

- **Kind:** Data
- **What it is:** Photos from listings, move-ins, move-outs and finished work, filed against the unit.
- **Used by:** Order and check listing photos; Launch a listing; Close a work order and ask the tenant; Scope a turn; Run the move-in condition report; Run the move-out inspection; Drive by the exterior

#### Vendor roster

- **Kind:** Data
- **What it is:** Trades, rates, the on-call rotation, and whose insurance certificate is current.
- **Used by:** Dispatch an after-hours emergency; Assign a vendor; Chase an open work order; Run preventive maintenance; Review a vendor invoice; Score a vendor; Block an uninsured vendor; Run vendor payables

#### Condition reports

- **Kind:** Data
- **What it is:** Move-in, interior, move-out and drive-by reports, with the photos that back them.
- **Used by:** Run the move-in condition report; Run a mid-lease interior inspection; Run the move-out inspection; Drive by the exterior; Certify smoke and CO detectors; Dispose of a security deposit; Scope a turn

#### Owner agreements

- **Kind:** Rules
- **What it is:** Approval limits, reserve minimums, and what each of the 214 owners wants decided without them.
- **Used by:** Request an owner approval; Produce the monthly owner statement; Onboard a new owner and property; Build the year-end owner package; Dispatch an after-hours emergency; Scope a turn; Ask for a reserve top-up; Save a leaving owner

#### House rules and limits

- **Kind:** Rules
- **What it is:** Screening criteria, spend authority, quiet hours, pet terms, and the fee schedule.
- **Used by:** Screen an application; Deliver a decline; Dispatch an after-hours emergency; Handle a neighbor complaint; Process a pet or occupant request; Post a tenant chargeback; Check a stalled listing

#### Washington law and city code

- **Kind:** Rules
- **What it is:** State landlord-tenant law and Spokane ordinance, and the clocks each one starts.
- **Used by:** Deliver a decline; Arrange entry to an occupied unit; Run the habitability clock; Check lease terms against current law; Keep the fair housing record; Assemble an eviction file; Dispose of a security deposit

#### Shared inbox and calendars

- **Kind:** System
- **What it is:** Where inquiries arrive, and where showings, inspections and vendor visits get their time.
- **Used by:** Answer a rental inquiry; Schedule a showing; Handle a showing no-show; Run preventive maintenance; Arrange entry to an occupied unit; Drive by the exterior; Answer an owner question

#### Call and message history

- **Kind:** Data
- **What it is:** Every conversation with a tenant, an owner or a vendor, written down where the next person can find it.
- **Used by:** Answer a rental inquiry; Triage a maintenance request; Handle a neighbor complaint; Read tenant sentiment; Answer an owner question; Spot an owner about to leave; Keep the fair housing record; Request and answer reviews

#### Work order queue

- **Kind:** System
- **What it is:** Every request, who is holding it, and everything already done to that unit.
- **Used by:** Triage a maintenance request; Assign a vendor; Chase an open work order; Close a work order and ask the tenant; Check warranty and home coverage; Review a vendor invoice; Run the habitability clock; Post a tenant chargeback

## The actions

### Leasing

From a notice to vacate to a signed lease and a set of keys.

#### Process a notice to vacate

- **Trigger:** A tenant sends notice that they are leaving.
- **Ceiling:** The notice is read the hour it arrives, checked against the lease for the required days, and the move-out date is confirmed in writing the same day. The unit is on the market before the tenant has finished packing. Nobody discovers the vacancy from a rent roll two weeks later.
- **Touches:**
  - The lease document
  - The tenant's move-out date field
  - The vacancy calendar
- **Never:**
  - Never negotiates an early release or waives notice days
  - Never discusses the deposit or what will be withheld
- **Agent:** Simple agent that reads the notice, computes the required dates, and writes the confirmation for a human to send.
- **Measured by:** Hours from notice received to confirmed move-out date
- **Execution:** Simple agent
- **Hands off to:** Launch a listing; Scope a turn; Warn an owner about a vacancy

#### Price a vacant unit

- **Trigger:** A unit is 30 days from available and has no price set.
- **Ceiling:** Rent is set from what comparable units actually leased for last month, not what they were asked. The number comes with the three closest comps and a line on what it means for days vacant. Off by twenty dollars a month at worst, and the owner sees the reasoning before anyone argues about it.
- **Touches:**
  - Closed lease history
  - Public listing comps
  - The unit's condition notes
- **Never:**
  - Never publishes a price without the portfolio manager signing off
  - Never prices below the owner's agreed floor
- **Agent:** Complex agent that pulls comps, adjusts for condition and season, and writes a short recommendation with sources.
- **Measured by:** Median days on market against the Spokane submarket average
- **Execution:** Complex agent
- **Hands off to:** Launch a listing; Check a stalled listing; Survey the market

#### Launch a listing

- **Trigger:** A unit has a price and a confirmed available date.
- **Ceiling:** Photos, description, amenities and pet rules go live on every syndicated site within an hour of the price being approved, with the copy written for that specific house and not a template. No listing goes up with last tenant's furniture in the photos.
- **Touches:**
  - Listing syndication accounts
  - The unit photo library
  - Availability dates
- **Never:**
  - Never invents amenities the unit does not have
  - Never uses language that touches a protected class
- **Agent:** Simple agent that assembles and posts the listing, with fair housing language checked before publish.
- **Measured by:** Hours from price approval to live listing
- **Execution:** Simple agent
- **Hands off to:** Answer a rental inquiry; Order and check listing photos; Check a stalled listing

#### Order and check listing photos

- **Trigger:** A turn is scheduled to finish within five days.
- **Ceiling:** The photographer is booked the day the turn scope is set, shoots the morning after the clean, and every listing goes up with twenty-two current photos and a floor plan. The old photos are archived, not reused.
- **Touches:**
  - The photographer's calendar
  - The unit photo library
  - Turn completion dates
- **Never:**
  - Never approves a photo invoice over $250
  - Never publishes photos before the final clean is signed off
- **Agent:** Script that books the slot from the turn date and flags listings whose photos are older than the last tenancy.
- **Measured by:** Percent of live listings with photos from the current turn
- **Execution:** Deterministic script
- **Hands off to:** Launch a listing; Scope a turn

#### Check a stalled listing

- **Trigger:** A vacant unit reaches 10 days with no application.
- **Ceiling:** On day ten the listing gets a real diagnosis: how many views, how many inquiries, how many showings, and where it sits against the four units competing with it right now. Either the price moves, the photos change, or the pet rule is the problem, and the owner hears which within the day. A unit never sits at the wrong price for six weeks.
- **Touches:**
  - Listing performance data
  - Competing active listings
  - Showing and inquiry counts
- **Never:**
  - Never changes the published price on its own
  - Never offers a concession the owner has not agreed to
- **Agent:** Complex agent diagnosing the funnel stage that is failing and recommending one change.
- **Measured by:** Percent of vacancies leased within 21 days of listing
- **Execution:** Complex agent
- **Hands off to:** Price a vacant unit; Request an owner approval; Order and check listing photos; Survey the market

#### Answer a rental inquiry

- **Trigger:** An inquiry arrives from a listing site, often at 11pm.
- **Ceiling:** Every inquiry gets a real answer in under five minutes, day or night, with the pet policy, the income requirement and two open showing times. Nobody waits until Monday. The ones who do not qualify find out kindly and immediately instead of after an application fee.
- **Touches:**
  - The inquiry inbox
  - Showing calendar availability
  - Published screening criteria
- **Never:**
  - Never makes an exception to the income or pet rules
  - Never answers a question about whether the neighborhood is safe or who lives nearby
- **Agent:** Complex agent handling the back and forth in plain language, escalating anything outside the published criteria.
- **Measured by:** Median first response time to inquiries
- **Execution:** Complex agent
- **Hands off to:** Schedule a showing; Screen an application; Launch a listing

#### Schedule a showing

- **Trigger:** A qualified prospect asks to see the unit.
- **Ceiling:** The prospect picks a time from real availability, gets a confirmation with the lockbox process and the address, and a reminder two hours out. Showings cluster so the leasing agent drives one loop instead of four.
- **Touches:**
  - Showing calendar
  - Lockbox codes for vacant units
  - Prospect contact record
- **Never:**
  - Never issues an access code for an occupied unit
  - Never books a showing without an identity check on file
- **Agent:** Simple agent that books, confirms, reminds and groups showings by geography.
- **Measured by:** Showings per leasing agent hour
- **Execution:** Simple agent
- **Hands off to:** Handle a showing no-show; Screen an application

#### Handle a showing no-show

- **Trigger:** A scheduled showing passes with no arrival.
- **Ceiling:** The agent knows within ten minutes, not after standing in an empty living room for half an hour. The prospect gets one polite message offering to rebook. Repeat no-shows stop getting confirmed slots and get self-showing access instead.
- **Touches:**
  - Showing calendar
  - Prospect contact record
  - No-show count on the prospect
- **Never:**
  - Never charges a fee or blacklists a prospect without a human deciding
  - Never sends more than one rebooking message
- **Agent:** Script that watches for the check-in, marks the no-show and sends the single rebooking note.
- **Measured by:** No-show rate per booked showing
- **Execution:** Deterministic script
- **Hands off to:** Schedule a showing; Answer a rental inquiry

#### Screen an application

- **Trigger:** An application is submitted with fees paid.
- **Ceiling:** Income, credit, rental history and the eviction search are assembled into one file within four hours, every applicant measured against the same written criteria in the same order. The decision is defensible a year later because the reasoning is written down. No applicant waits three days to hear no.
- **Touches:**
  - Screening vendor reports
  - Published criteria
  - Prior landlord references
- **Never:**
  - Never issues the approval or denial itself
  - Never weighs anything outside the published criteria
  - Never touches the adverse action letter without a human reading it
- **Agent:** Complex agent that gathers reports, applies the criteria line by line, and hands a recommendation with evidence to a human.
- **Measured by:** Hours from completed application to decision delivered
- **Execution:** Complex agent
- **Hands off to:** Generate the lease; Deliver a decline; Keep the fair housing record

#### Deliver a decline

- **Trigger:** A human marks an application denied.
- **Ceiling:** The adverse action notice goes out the same day with the correct disclosures and the reason drawn from the written criteria. The applicant knows what happened. The file holds the notice, the report and the criteria version used.
- **Touches:**
  - The adverse action template
  - The screening report reference
  - The applicant record
- **Never:**
  - Never sends without a named human approving
  - Never states a reason that was not in the recorded decision
- **Agent:** Script that assembles the compliant notice and holds it for one-click human release.
- **Measured by:** Percent of declines with a compliant notice sent within 24 hours
- **Execution:** Deterministic script
- **Hands off to:** Screen an application; Keep the fair housing record

#### Generate the lease

- **Trigger:** An application is approved and the term is agreed.
- **Ceiling:** The lease is built from the current Washington template with the right addenda for pets, smoke detectors, lead paint and the specific property rules, dated and sent for signature within an hour. Nobody hand-edits a Word file from 2021 again.
- **Touches:**
  - The lease template library
  - Approved terms and rent
  - E-signature system
- **Never:**
  - Never changes a clause or a term without counsel-approved language
  - Never countersigns on behalf of the owner
- **Agent:** Simple agent assembling the document set from the approved terms and routing for signature.
- **Measured by:** Hours from approval to lease sent
- **Execution:** Simple agent
- **Hands off to:** Send the move-in packet; Collect the deposit and first month; Run the move-in condition report

#### Send the move-in packet

- **Trigger:** A lease is fully signed.
- **Ceiling:** The tenant gets keys, utility transfer deadlines, the portal login, the maintenance number and the renters insurance requirement in one message that they actually read. Nothing is discovered on move-in day.
- **Touches:**
  - Tenant portal accounts
  - Utility provider contact list
  - The signed lease
- **Never:**
  - Never releases keys before the deposit and first month clear
  - Never sets up the utility account in the tenant's name for them
- **Agent:** Script that fires the packet and tracks which items are confirmed back.
- **Measured by:** Percent of move-ins with utilities and insurance confirmed before key release
- **Execution:** Deterministic script
- **Hands off to:** Track required insurance; Run the move-in condition report; Collect the deposit and first month

#### Make a renewal offer

- **Trigger:** A lease reaches 90 days from expiry.
- **Ceiling:** Every tenant hears about renewal at day 90, with a rate set from the market and the tenant's payment and care record, and the owner's position already known. Good tenants get a reason to stay. The company never finds out about a move-out at day 20.
- **Touches:**
  - Lease expiry dates
  - Payment history
  - Market rent comps
  - Owner renewal preferences
- **Never:**
  - Never sets an increase above the owner-agreed cap
  - Never sends the offer before a human reviews the number
  - Never contacts a tenant who is in an active eviction
- **Agent:** Complex agent that builds the offer, the rationale and the owner note, then waits for approval.
- **Measured by:** Renewal rate and percent of expiries addressed by day 90
- **Execution:** Complex agent
- **Hands off to:** Check lease terms against current law; Read tenant sentiment; Process a notice to vacate; Survey the market

### Maintenance

Every request, every vendor, every invoice, from the first call to the closed job.

#### Triage a maintenance request

- **Trigger:** A tenant reports a leak under the kitchen sink.
- **Ceiling:** Within minutes the request has a category, an urgency, the unit's appliance and plumbing history attached, three clarifying questions answered and two photos. A dispatcher never has to call the tenant back to ask what color the water was.
- **Touches:**
  - The request inbox
  - Unit maintenance history
  - Tenant contact record
- **Never:**
  - Never promises a visit time
  - Never tells a tenant a repair is their financial responsibility
- **Agent:** Complex agent that interviews the tenant briefly, classifies, and attaches history.
- **Measured by:** Percent of work orders dispatched without a clarifying callback
- **Execution:** Complex agent
- **Hands off to:** Dispatch an after-hours emergency; Assign a vendor; Check warranty and home coverage; Run the habitability clock

#### Dispatch an after-hours emergency

- **Trigger:** A call comes in at 1am with water actively running.
- **Ceiling:** The tenant is told how to shut off the water in under two minutes, the on-call plumber is reached and confirmed, and the owner has a message waiting when they wake up. Nobody sits in a voicemail queue while a ceiling comes down.
- **Touches:**
  - On-call vendor rotation
  - Emergency spend authority up to $1,500
  - Owner notification list
- **Never:**
  - Never authorizes above $1,500 without the portfolio manager
  - Never dispatches to a unit with an active safety flag without a human
- **Agent:** Complex agent handling the live call, the shutoff instructions and the vendor confirmation.
- **Measured by:** Median minutes from emergency call to confirmed vendor en route
- **Execution:** Complex agent
- **Hands off to:** Assign a vendor; Request an owner approval; Run the habitability clock; Open a property insurance claim

#### Assign a vendor

- **Trigger:** A triaged work order needs a trade.
- **Ceiling:** The job goes to the vendor with the right license, current insurance, capacity this week and the best record on that trade in that zip code. Scheduling happens directly with the tenant. No work order sits three days waiting for someone to remember who does drywall on the South Hill.
- **Touches:**
  - Vendor roster and insurance status
  - Work order details
  - Tenant availability
- **Never:**
  - Never assigns a vendor with an expired certificate of insurance
  - Never assigns work above the owner's standing approval limit
- **Agent:** Simple agent matching trade, coverage, insurance status and load.
- **Measured by:** Median hours from triage to vendor accepted
- **Execution:** Simple agent
- **Hands off to:** Chase an open work order; Block an uninsured vendor; Review a vendor invoice; Arrange entry to an occupied unit

#### Arrange entry to an occupied unit

- **Trigger:** A vendor needs inside access to a lived-in home.
- **Ceiling:** Proper written notice goes out with the hours, the tenant confirms, and the vendor knows about the dog. The entry is logged. No tenant comes home to a stranger in their kitchen and no vendor drives across town to a locked door.
- **Touches:**
  - Notice of entry templates
  - Tenant confirmations
  - Pet and access notes
- **Never:**
  - Never shortens the state-required notice period
  - Never releases a key or code to an unverified vendor
- **Agent:** Script that issues compliant notice, collects confirmation and logs the entry window.
- **Measured by:** Percent of entries with documented compliant notice
- **Execution:** Deterministic script
- **Hands off to:** Assign a vendor; Chase an open work order

#### Chase an open work order

- **Trigger:** A work order has no update for five days.
- **Ceiling:** Nothing goes quiet. The vendor gets a specific question about a specific job, the tenant gets an honest status even when the answer is that the part is backordered, and the manager sees the five oldest jobs every morning. Average age of open work orders stops drifting.
- **Touches:**
  - Open work order queue
  - Vendor contacts
  - Tenant status updates
- **Never:**
  - Never gives a completion date the vendor has not confirmed
  - Never reassigns a job without a human decision
- **Agent:** Simple agent that nudges, records replies and escalates by age.
- **Measured by:** Average age of open work orders
- **Execution:** Simple agent
- **Hands off to:** Assign a vendor; Close a work order and ask the tenant; Score a vendor

#### Check warranty and home coverage

- **Trigger:** An appliance or system fails.
- **Ceiling:** Before anyone pays a vendor, the file is checked for the install date, the manufacturer warranty and the owner's home warranty policy. Covered repairs get filed the same day. The company stops spending owner money on a four-year-old water heater that was still under warranty.
- **Touches:**
  - Appliance install records
  - Owner warranty policies
  - Vendor invoices pending
- **Never:**
  - Never files a claim in the owner's name without their standing authorization on file
  - Never delays an emergency repair waiting for a warranty answer
- **Agent:** Simple agent that matches the failure to coverage records and flags a claim path.
- **Measured by:** Dollars of repair cost recovered through warranty per quarter
- **Execution:** Simple agent
- **Hands off to:** Triage a maintenance request; Review a vendor invoice; Request an owner approval

#### Run preventive maintenance

- **Trigger:** The season turns, or a unit hits its service interval.
- **Ceiling:** Furnace service before October, gutters after leaf fall, filters quarterly, sump pumps tested before the spring melt, all batched by neighborhood so one vendor does eleven houses in a day. Emergency calls in January drop because the furnace was looked at in September.
- **Touches:**
  - Property service intervals
  - Vendor batch scheduling
  - Owner preventive budgets
- **Never:**
  - Never schedules preventive work the owner has declined in writing
  - Never exceeds the standing annual preventive budget per door
- **Agent:** Script driven by service intervals and season, batching by geography.
- **Measured by:** Emergency work orders per door per winter
- **Execution:** Deterministic script
- **Hands off to:** Assign a vendor; Request an owner approval; Drive by the exterior

#### Review a vendor invoice

- **Trigger:** A vendor invoice arrives against a work order.
- **Ceiling:** Every invoice is matched to the scope, the approval, the photos and what that vendor charged for the same job last time. Line items that drifted get questioned before payment, not at the annual review. Owners never see a charge that nobody checked.
- **Touches:**
  - Work order scope and approvals
  - Vendor rate history
  - Completion photos
- **Never:**
  - Never releases payment
  - Never approves an overage above the authorized amount
  - Never disputes a charge with a vendor directly
- **Agent:** Complex agent comparing invoice to scope and history, writing a short exception note.
- **Measured by:** Percent of invoices with a scope and rate match before payment
- **Execution:** Complex agent
- **Hands off to:** Run vendor payables; Score a vendor; Produce the monthly owner statement

#### Close a work order and ask the tenant

- **Trigger:** A vendor marks a job complete.
- **Ceiling:** The tenant confirms the fix actually worked before the job closes, in one question they can answer with a tap. Photos are filed to the unit history. Callbacks on the same problem within thirty days are visible by vendor and by trade.
- **Touches:**
  - Work order status
  - Tenant confirmation replies
  - Unit maintenance history
- **Never:**
  - Never closes a job the tenant says is unresolved
  - Never asks a satisfaction question during an active dispute or eviction
- **Agent:** Script that requests confirmation, files photos and reopens on a negative reply.
- **Measured by:** Thirty-day callback rate per completed work order
- **Execution:** Deterministic script
- **Hands off to:** Score a vendor; Read tenant sentiment; Chase an open work order

#### Score a vendor

- **Trigger:** The month closes.
- **Ceiling:** Every vendor has a live record of response time, callback rate, price against the trade median and what tenants said. The three best get more work. The worst one gets a conversation with evidence instead of a vague feeling.
- **Touches:**
  - Work order timings
  - Invoice history
  - Tenant confirmations
- **Never:**
  - Never removes a vendor from the roster
  - Never shares one vendor's pricing with another
- **Agent:** Script computing the monthly table, with outliers called out.
- **Measured by:** Share of work orders going to top-quartile vendors
- **Execution:** Deterministic script
- **Hands off to:** Assign a vendor; Review a vendor invoice; Block an uninsured vendor

#### Scope a turn

- **Trigger:** Keys come back on a vacated unit.
- **Ceiling:** Within 24 hours the unit has a walkthrough, a photo set, a line-item scope split into owner cost and tenant damage, and a vendor schedule that puts it rent-ready in nine days. The owner sees the scope and the cost before work starts, with the move-in photos next to the move-out ones.
- **Touches:**
  - Move-in and move-out condition reports
  - Vendor scheduling
  - Owner turn budget
- **Never:**
  - Never assigns damage cost to a tenant without a human reviewing the photos
  - Never starts work above the owner's turn budget without approval
- **Agent:** Complex agent building the scope from paired condition reports and prior turn costs.
- **Measured by:** Median days from keys returned to rent-ready
- **Execution:** Complex agent
- **Hands off to:** Dispose of a security deposit; Order and check listing photos; Request an owner approval; Run the move-out inspection

### Tenant Relations

The daily contact with 512 households, money and complaints included.

#### Send the rent reminder

- **Trigger:** The 28th of the month arrives.
- **Ceiling:** Every tenant gets a reminder in the channel they answer, with their exact balance and a payment link that works on a phone. Tenants who always pay on time get one note, not four. On-time payment rises without a single phone call.
- **Touches:**
  - Ledger balances
  - Tenant contact preferences
  - Payment links
- **Never:**
  - Never contacts a tenant on a payment plan outside its agreed schedule
  - Never threatens a fee or a filing
- **Agent:** Script that sends balance-accurate reminders on the schedule.
- **Measured by:** Percent of rent collected by the 3rd
- **Execution:** Deterministic script
- **Hands off to:** Prepare a late notice; Work the delinquency list; Handle a payment plan request

#### Prepare a late notice

- **Trigger:** Rent is unpaid after the grace period ends.
- **Ceiling:** The correct Washington notice is prepared with the exact amount owed, the right dates and the right service method, ready for a human to send the same morning the grace period closes. Nothing is ever posted with last month's balance on it.
- **Touches:**
  - Ledger balances
  - Notice templates
  - Service records
- **Never:**
  - Never serves a notice without a named human releasing it
  - Never contacts a tenant about money owed outside permitted hours
  - Never adds a fee not written in the lease
- **Agent:** Simple agent that builds the compliant notice and holds it for release.
- **Measured by:** Percent of late notices served on the first permitted day with a correct balance
- **Execution:** Simple agent
- **Hands off to:** Handle a payment plan request; Assemble an eviction file; Work the delinquency list

#### Handle a payment plan request

- **Trigger:** A tenant writes to say they will be short this month.
- **Ceiling:** The tenant gets a same-day human reply, their history is already summarized for whoever answers, and a plan inside policy is drafted in minutes. Tenants who were going to pay eventually do not become filings because nobody wrote back.
- **Touches:**
  - Payment history
  - Plan policy limits
  - Ledger balance
- **Never:**
  - Never agrees to a plan; a human signs every one
  - Never waives rent, fees or the notice timeline
- **Agent:** Simple agent that assembles the history and drafts a policy-compliant plan for a person to offer.
- **Measured by:** Percent of payment plans completed as agreed
- **Execution:** Simple agent
- **Hands off to:** Prepare a late notice; Work the delinquency list; Read tenant sentiment

#### Handle a neighbor complaint

- **Trigger:** A tenant reports noise from the unit upstairs at midnight.
- **Ceiling:** The complaint is logged with time, date and specifics while it is fresh, the pattern across the building is visible, and the lease clause that applies is already pulled. When a warning is finally needed, it is backed by six dated entries instead of one angry phone call.
- **Touches:**
  - Complaint log
  - Lease quiet-hours clauses
  - Building complaint history
- **Never:**
  - Never tells one tenant who complained about them
  - Never issues a lease violation notice
  - Never mediates a dispute between neighbors
- **Agent:** Simple agent that records, pattern-matches and escalates to a human with the file assembled.
- **Measured by:** Repeat complaints per building per quarter
- **Execution:** Simple agent
- **Hands off to:** Prepare a lease violation notice; Read tenant sentiment

#### Prepare a lease violation notice

- **Trigger:** A documented pattern crosses the lease threshold.
- **Ceiling:** The notice cites the exact clause, lists the dated incidents, states what must change and by when, and is ready for review within an hour of the threshold being crossed. It reads like a record, not a scolding.
- **Touches:**
  - Complaint and inspection logs
  - The lease clauses
  - Notice templates
- **Never:**
  - Never sends without a human approving
  - Never asserts a violation without dated evidence in the file
- **Agent:** Simple agent that drafts from the evidence log and holds for approval.
- **Measured by:** Percent of violations cured without a second notice
- **Execution:** Simple agent
- **Hands off to:** Handle a neighbor complaint; Assemble an eviction file; Run a mid-lease interior inspection

#### Process a pet or occupant request

- **Trigger:** A tenant asks to add a dog, or a partner moves in.
- **Ceiling:** The request is checked against the lease, the owner's pet policy, breed rules the insurer cares about and the occupancy limit, and answered within a day with the fee, the deposit and the addendum ready. Assistance animal requests are routed to a person immediately and never treated as pets.
- **Touches:**
  - Lease occupancy and pet terms
  - Owner pet policy
  - Addendum templates
- **Never:**
  - Never decides an assistance or service animal request
  - Never approves an addition; a human signs
  - Never asks about a disability or requests medical records
- **Agent:** Simple agent that checks policy and prepares the addendum and fee schedule.
- **Measured by:** Percent of unauthorized pets or occupants found at inspection
- **Execution:** Simple agent
- **Hands off to:** Run a mid-lease interior inspection; Track required insurance; Prepare a lease violation notice

#### Handle a lockout

- **Trigger:** A tenant is locked out at 9pm on a Sunday.
- **Ceiling:** Identity is verified against the lease, the tenant is told the after-hours locksmith fee before anything is dispatched, and someone is on the way in fifteen minutes. The charge lands on the ledger the same night with the tenant's agreement recorded.
- **Touches:**
  - Tenant identity verification
  - Locksmith rotation
  - Tenant chargeable fee schedule
- **Never:**
  - Never gives access without verifying identity against the lease
  - Never dispatches without the tenant agreeing to the fee
- **Agent:** Simple agent verifying identity, quoting the fee and dispatching.
- **Measured by:** Median minutes from lockout call to locksmith dispatched
- **Execution:** Simple agent
- **Hands off to:** Post a tenant chargeback; Arrange entry to an occupied unit

#### Read tenant sentiment

- **Trigger:** A lease crosses month six, or a tenant sends a third unhappy message.
- **Ceiling:** Long before a notice to vacate arrives, the company knows which twenty households are unhappy and why, drawn from work order tone, response times and payment patterns. A property manager calls the top five each month. Turnover becomes something you see coming.
- **Touches:**
  - Work order history and tone
  - Payment record
  - Complaint log
  - Renewal status
- **Never:**
  - Never contacts a tenant directly
  - Never surfaces sentiment about a tenant to an owner by name
  - Never scores a household on anything outside its own tenancy record
- **Agent:** Complex agent producing a weekly short list with the reason and the evidence.
- **Measured by:** Voluntary turnover rate against prior year
- **Execution:** Complex agent
- **Hands off to:** Make a renewal offer; Close a work order and ask the tenant; Handle a payment plan request; Request and answer reviews

#### Post a tenant chargeback

- **Trigger:** A cost is incurred that the lease makes the tenant's responsibility.
- **Ceiling:** The charge is posted with the invoice, the photo and the lease clause attached, and the tenant sees all three at once. Disputes drop because the reason is visible before anyone asks.
- **Touches:**
  - Tenant ledger
  - Vendor invoices
  - Lease responsibility clauses
- **Never:**
  - Never posts a charge above $300 without a human approving
  - Never assigns normal wear and tear to a tenant
- **Agent:** Script that posts the charge with its evidence bundle attached.
- **Measured by:** Percent of tenant charges disputed
- **Execution:** Deterministic script
- **Hands off to:** Handle a lockout; Review a vendor invoice; Dispose of a security deposit

### Owner Relations

Reporting, approvals and trust with the 214 people who own the doors.

#### Produce the monthly owner statement

- **Trigger:** The books close on the last business day of the month.
- **Ceiling:** Every owner gets a statement on the same day with income, expenses, each invoice attached and a two-line plain English note about what happened at their property. The owners with three questions a month have zero, because the answers are already on the page.
- **Touches:**
  - Property ledgers
  - Vendor invoices
  - Owner contact preferences
- **Never:**
  - Never sends a statement before the trust reconciliation passes
  - Never adjusts a ledger entry to make a statement balance
- **Agent:** Complex agent that assembles the statement and writes the narrative note per property.
- **Measured by:** Percent of statements delivered by the 5th with zero corrections after
- **Execution:** Complex agent
- **Hands off to:** Run the owner draw; Reconcile the trust account; Answer an owner question; Bill back shared utilities

#### Request an owner approval

- **Trigger:** A repair estimate exceeds the owner's standing limit.
- **Ceiling:** The owner gets one message with the photo, the estimate, a second bid where it matters, what happens if they wait, and a yes or no button. Median approval time goes from four days to four hours, and no tenant sits with a broken furnace because an email went unanswered.
- **Touches:**
  - Estimates and photos
  - Owner approval limits
  - Owner contact record
- **Never:**
  - Never proceeds on silence
  - Never approves spend on the owner's behalf
  - Never delays a habitability repair waiting for an answer
- **Agent:** Simple agent that packages the decision and chases it on a schedule.
- **Measured by:** Median hours to owner decision on approval requests
- **Execution:** Simple agent
- **Hands off to:** Dispatch an after-hours emergency; Scope a turn; Run the habitability clock; Produce the monthly owner statement

#### Warn an owner about a vacancy

- **Trigger:** A notice to vacate is confirmed on their property.
- **Ceiling:** The owner hears it from Tamarack within the hour, with the expected vacant days, the likely turn cost from the last two turns on that house, and the new asking rent. They never learn about a vacancy from a smaller deposit hitting their account.
- **Touches:**
  - Notice records
  - Historical turn costs
  - Market rent estimate
- **Never:**
  - Never shares the tenant's stated reason for leaving
  - Never commits to a rent number before pricing is approved
- **Agent:** Simple agent that drafts the heads-up with numbers drawn from that property's history.
- **Measured by:** Percent of vacancies where the owner was told within 24 hours
- **Execution:** Simple agent
- **Hands off to:** Process a notice to vacate; Price a vacant unit; Scope a turn

#### Answer an owner question

- **Trigger:** An owner emails asking why the plumbing charge was $740.
- **Ceiling:** The answer comes back the same day with the invoice, the work order, the photos and the approval trail in one reply. The owner stops feeling like they have to audit their own property manager.
- **Touches:**
  - Ledgers and invoices
  - Work order history
  - Approval records
- **Never:**
  - Never sends a reply about a dispute or a legal matter without a human
  - Never speculates about a charge it cannot source
- **Agent:** Complex agent that finds the evidence and drafts the reply for review.
- **Measured by:** Median hours to first substantive answer on owner questions
- **Execution:** Complex agent
- **Hands off to:** Produce the monthly owner statement; Review a vendor invoice; Spot an owner about to leave

#### Onboard a new owner and property

- **Trigger:** A management agreement is signed.
- **Ceiling:** Within five business days the property has W-9 and insurance on file, banking set up, keys collected, a condition report, existing lease and tenant records imported, and the tenant introduced to the new manager. Nothing is discovered three months in.
- **Touches:**
  - Onboarding checklist
  - Banking and tax forms
  - Existing lease documents
- **Never:**
  - Never sets up a payout account without verified banking details
  - Never contacts an inherited tenant before the transfer letter is approved
- **Agent:** Complex agent running the checklist, chasing documents and importing records.
- **Measured by:** Business days from signed agreement to fully onboarded property
- **Execution:** Complex agent
- **Hands off to:** Produce the monthly owner statement; Run the move-in condition report; Track required insurance; Forecast capacity before the next door

#### Spot an owner about to leave

- **Trigger:** An owner asks about their termination clause, or a property loses money two quarters running.
- **Ceiling:** The company knows which fifteen owners are at risk and why, weeks before a cancellation letter. The cause is on the page: three slow approvals, a long vacancy, two unanswered emails. Someone calls them before they call a competitor.
- **Touches:**
  - Owner communication history
  - Property performance
  - Approval response times
- **Never:**
  - Never contacts an owner directly
  - Never offers a fee discount
- **Agent:** Complex agent scoring risk from behavior and performance, with the reason stated.
- **Measured by:** Owner retention rate by quarter
- **Execution:** Complex agent
- **Hands off to:** Save a leaving owner; Answer an owner question; Produce the monthly owner statement; Ask for a referral

#### Build the year-end owner package

- **Trigger:** December 31 closes.
- **Ceiling:** Every owner has their 1099, the annual income and expense summary and every invoice as one downloadable file by January 20, and vendor 1099s go out correctly the same week. The accountant's questions arrive answered.
- **Touches:**
  - Annual ledgers
  - Vendor payment totals
  - Owner and vendor tax forms on file
- **Never:**
  - Never files with the IRS without the controller's sign-off
  - Never issues a form against an unverified tax ID
- **Agent:** Script that assembles the packages and flags missing or mismatched tax forms.
- **Measured by:** Percent of owner tax packages delivered by January 20 with no corrections
- **Execution:** Deterministic script
- **Hands off to:** Produce the monthly owner statement; Reconcile the trust account; Run vendor payables

### Accounting

Rent in, owners paid, deposits handled, trust account clean.

#### Post and match incoming rent

- **Trigger:** Payments land in the trust account.
- **Ceiling:** Every payment is matched to the right ledger within the hour, including the money order with the unit number written wrong and the tenant who paid from their mother's account. Unapplied cash never sits for a week.
- **Touches:**
  - Bank feed
  - Tenant ledgers
  - Payment references
- **Never:**
  - Never moves money between ledgers
  - Never applies a payment it cannot match with confidence; those go to a human queue
- **Agent:** Simple agent matching deposits to ledgers with a review queue for ambiguity.
- **Measured by:** Dollars of unapplied cash older than 48 hours
- **Execution:** Simple agent
- **Hands off to:** Work the delinquency list; Reconcile the trust account; Run the owner draw; Send the rent reminder

#### Collect the deposit and first month

- **Trigger:** A lease is signed and the move-in date is set.
- **Ceiling:** Certified funds clear before keys move, the deposit lands in the trust account coded to the right unit the same hour, and the tenant knows the exact amount and deadline from the moment they sign. No tenant moves in owing a partial deposit that takes four months to collect.
- **Touches:**
  - Trust account deposits
  - Tenant ledger
  - Lease payment terms
- **Never:**
  - Never releases keys or codes
  - Never accepts a partial amount without a human approving it in writing
  - Never commingles a deposit with operating funds
- **Agent:** Script tracking the required funds, confirming clearance and blocking key release until it passes.
- **Measured by:** Percent of move-ins with funds fully cleared before keys
- **Execution:** Deterministic script
- **Hands off to:** Send the move-in packet; Reconcile the trust account; Post and match incoming rent

#### Work the delinquency list

- **Trigger:** Every morning at 7am.
- **Ceiling:** One list, sorted by risk rather than by dollars, with each household's history, plan status and next required action already attached. The collections person starts making calls at 7:05 instead of building a spreadsheet until 9.
- **Touches:**
  - Tenant ledgers
  - Payment plan status
  - Notice history
- **Never:**
  - Never contacts a tenant
  - Never recommends a filing; that is a human judgment
- **Agent:** Script that produces the ranked morning list with the file attached to each row.
- **Measured by:** Delinquency over 30 days as a percent of monthly rent roll
- **Execution:** Deterministic script
- **Hands off to:** Prepare a late notice; Handle a payment plan request; Assemble an eviction file; Post and match incoming rent

#### Run the owner draw

- **Trigger:** The 10th of the month, after reconciliation passes.
- **Ceiling:** Every owner is paid the right amount on the same day every month, with reserves held to the agreed minimum and any property short of cash flagged before the run rather than after a bounced payment.
- **Touches:**
  - Property ledgers
  - Owner reserve minimums
  - Payout accounts
- **Never:**
  - Never initiates a transfer; the controller releases the batch
  - Never draws a property below its reserve minimum
- **Agent:** Script that computes the batch, holds exceptions and waits for one human release.
- **Measured by:** Percent of owner draws paid on the 10th with no reversals
- **Execution:** Deterministic script
- **Hands off to:** Reconcile the trust account; Produce the monthly owner statement; Ask for a reserve top-up

#### Reconcile the trust account

- **Trigger:** Daily at close, and at month end.
- **Ceiling:** Three-way reconciliation runs every day, not every month, so a $14 variance is found the morning it happens with the transaction already identified. The state audit is a morning, not a month.
- **Touches:**
  - Bank statements
  - Property ledgers
  - Trust liability schedule
- **Never:**
  - Never makes an adjusting entry
  - Never closes a period with an unexplained variance
- **Agent:** Script running the three-way match and reporting variances with candidate causes.
- **Measured by:** Days with an unexplained trust variance
- **Execution:** Deterministic script
- **Hands off to:** Run the owner draw; Produce the monthly owner statement; Post and match incoming rent; Dispose of a security deposit

#### Run vendor payables

- **Trigger:** Thursday, for invoices approved by Wednesday night.
- **Ceiling:** Approved invoices are paid on terms every week, coded to the right property and category, with no duplicate payments and no vendor calling about a check from August. Vendors quote Tamarack better prices because they get paid on time.
- **Touches:**
  - Approved invoice queue
  - Vendor payment records
  - Property expense coding
- **Never:**
  - Never pays an invoice lacking a matching approval
  - Never releases funds; the controller signs the batch
- **Agent:** Script that builds the batch, checks for duplicates and holds for release.
- **Measured by:** Percent of vendor invoices paid within terms
- **Execution:** Deterministic script
- **Hands off to:** Review a vendor invoice; Produce the monthly owner statement; Build the year-end owner package

#### Dispose of a security deposit

- **Trigger:** A tenant moves out and keys are returned.
- **Ceiling:** The statement goes out inside the state deadline every time, itemized against paired move-in and move-out photos, with normal wear and tear separated from damage and an invoice behind every dollar. The deposit dispute rate approaches zero because the reasoning is visible.
- **Touches:**
  - Move-in and move-out condition reports
  - Turn invoices
  - Deposit ledger
- **Never:**
  - Never sends the statement without a human reviewing every deduction
  - Never charges for wear and tear or for work with no invoice
- **Agent:** Complex agent building the itemized statement from paired evidence, held for review.
- **Measured by:** Percent of dispositions sent within the statutory deadline, and dispute rate
- **Execution:** Complex agent
- **Hands off to:** Run the move-out inspection; Scope a turn; Reconcile the trust account; Post a tenant chargeback

#### Bill back shared utilities

- **Trigger:** A master-metered building's water bill arrives.
- **Ceiling:** Each unit's share is computed on the agreed formula the day the bill arrives, posted to the ledgers, and shown to tenants with the building total and the method. No month is skipped and nothing is estimated twice.
- **Touches:**
  - Utility invoices
  - Building allocation formulas
  - Tenant ledgers
- **Never:**
  - Never changes an allocation formula
  - Never bills back to a unit whose lease does not allow it
- **Agent:** Script applying the per-building formula and posting the charges with the method shown.
- **Measured by:** Percent of utility cost recovered against the lease allocation
- **Execution:** Deterministic script
- **Hands off to:** Post a tenant chargeback; Produce the monthly owner statement

#### Ask for a reserve top-up

- **Trigger:** A property's reserve falls below its minimum.
- **Ceiling:** The owner hears before the account goes negative, with the number, the reason and what is coming up on that property in the next sixty days. Nobody ever gets a surprise request the day a roofer wants a deposit.
- **Touches:**
  - Property cash position
  - Reserve minimums
  - Scheduled upcoming work
- **Never:**
  - Never draws from another property to cover a shortfall
  - Never sends the request without a human reviewing the forecast
- **Agent:** Simple agent forecasting the shortfall and drafting the request.
- **Measured by:** Number of properties that go cash-negative per quarter
- **Execution:** Simple agent
- **Hands off to:** Run the owner draw; Request an owner approval; Run preventive maintenance

### Inspections & Compliance

Proof that each property is in the condition the file says it is.

#### Run the move-in condition report

- **Trigger:** Keys are released to a new tenant.
- **Ceiling:** Every room, appliance and wall is photographed and described before the tenant's first night, the tenant signs the same report, and both copies are filed where a deposit disposition can reach them in one click three years later.
- **Touches:**
  - Condition report template
  - Unit photo library
  - Tenant signature record
- **Never:**
  - Never accepts a report without the tenant's acknowledgement
  - Never edits a filed condition report
- **Agent:** Script that issues the report, chases the signature and files the photo set.
- **Measured by:** Percent of tenancies with a signed move-in report inside 5 days
- **Execution:** Deterministic script
- **Hands off to:** Dispose of a security deposit; Run the move-out inspection; Send the move-in packet

#### Run a mid-lease interior inspection

- **Trigger:** A tenancy reaches its six-month mark.
- **Ceiling:** Every occupied unit is looked at twice a year with proper notice, and the report flags the slow leak, the missing smoke detector, the unauthorized cat and the furnace filter nobody changed. Small problems are found at $80 instead of $8,000.
- **Touches:**
  - Inspection schedule
  - Notice of entry
  - Unit condition history
- **Never:**
  - Never enters without compliant written notice
  - Never photographs a tenant's possessions beyond a documented condition issue
  - Never issues a violation from an inspection finding
- **Agent:** Complex agent scheduling, issuing notice, and turning the inspector's findings into work orders and flags.
- **Measured by:** Deferred maintenance items found per inspection, and inspection coverage rate
- **Execution:** Complex agent
- **Hands off to:** Triage a maintenance request; Prepare a lease violation notice; Certify smoke and CO detectors; Process a pet or occupant request

#### Run the move-out inspection

- **Trigger:** A move-out date arrives.
- **Ceiling:** The unit is walked within 24 hours of keys, photographed to match the move-in set frame for frame, and each difference is marked as wear or damage with a cost estimate attached. The deposit statement writes itself from it.
- **Touches:**
  - Move-in condition report
  - Unit photo library
  - Turn cost history
- **Never:**
  - Never decides a deduction; it proposes and a human decides
  - Never inspects before the tenant's possession period ends
- **Agent:** Complex agent pairing photo sets and proposing a wear-versus-damage split with costs.
- **Measured by:** Percent of move-outs inspected within 24 hours of key return
- **Execution:** Complex agent
- **Hands off to:** Dispose of a security deposit; Scope a turn; Run the move-in condition report

#### Drive by the exterior

- **Trigger:** A property goes 120 days without any visit.
- **Ceiling:** No property goes half a year unseen. A quarterly photo of every roof, gutter, fence and lawn, routed so one person covers forty houses in a day. Owners get a picture of their house twice a year without asking.
- **Touches:**
  - Property visit log
  - Route scheduling
  - Exterior photo history
- **Never:**
  - Never enters the property or speaks to the tenant
  - Never raises a work order over $500 from a drive-by alone
- **Agent:** Script building the route from last-visit dates and filing the photo set.
- **Measured by:** Percent of properties with an exterior photo in the last 120 days
- **Execution:** Deterministic script
- **Hands off to:** Run preventive maintenance; Handle an HOA violation notice; Produce the monthly owner statement

#### Certify smoke and CO detectors

- **Trigger:** A tenancy starts, or an annual certification comes due.
- **Ceiling:** Every unit has a dated, signed detector certification on file and no unit is more than twelve months from its last one. If a fire happens, the file answers the question before the lawyer asks it.
- **Touches:**
  - Certification records
  - Inspection schedule
  - Unit device inventory
- **Never:**
  - Never marks a unit certified without a signed record
  - Never lets a failed certification sit more than 48 hours without escalation
- **Agent:** Script tracking expiry, scheduling the check and escalating failures.
- **Measured by:** Percent of units with a current detector certification
- **Execution:** Deterministic script
- **Hands off to:** Run a mid-lease interior inspection; Run the move-in condition report; Run the habitability clock

#### Track required insurance

- **Trigger:** A policy on file is 30 days from expiry.
- **Ceiling:** Renters policies, owner landlord policies and vendor certificates of insurance are all current, all the time, with the chase starting thirty days out. No vendor works uninsured and no claim is denied because a policy lapsed in April.
- **Touches:**
  - Policy and COI records
  - Vendor roster status
  - Tenant and owner contacts
- **Never:**
  - Never suspends a vendor or a tenancy
  - Never accepts a certificate that does not name the required additional insured
- **Agent:** Script that watches expiries, chases documents and marks lapsed parties.
- **Measured by:** Percent of active vendors and tenancies with current coverage on file
- **Execution:** Deterministic script
- **Hands off to:** Block an uninsured vendor; Send the move-in packet; Open a property insurance claim; Onboard a new owner and property

#### Block an uninsured vendor

- **Trigger:** A vendor's certificate lapses.
- **Ceiling:** The moment coverage lapses the vendor stops receiving new assignments, their open jobs are listed for a human to decide, and they get a clear request for the new certificate. Nobody discovers the gap after a ladder goes through a window.
- **Touches:**
  - Vendor roster status
  - Open work orders for that vendor
  - COI records
- **Never:**
  - Never removes a vendor from the roster permanently
  - Never cancels a scheduled job without a human
- **Agent:** Script that flips assignment eligibility and lists the exposure.
- **Measured by:** Work orders assigned to vendors without current insurance
- **Execution:** Deterministic script
- **Hands off to:** Assign a vendor; Track required insurance; Score a vendor

#### Run the habitability clock

- **Trigger:** A request is classified as affecting heat, water, sewer or safety.
- **Ceiling:** The statutory repair clock starts the minute the report lands, everyone touching the job sees the deadline, and the remedy is documented with dates and photos. Tamarack never misses a habitability window, and the record proves it.
- **Touches:**
  - Work order urgency flags
  - Statutory timelines
  - Repair documentation
- **Never:**
  - Never downgrades a habitability classification
  - Never waits on owner approval to start a habitability repair
- **Agent:** Simple agent that starts the clock, escalates against it and assembles the record.
- **Measured by:** Habitability repairs completed inside the statutory window
- **Execution:** Simple agent
- **Hands off to:** Dispatch an after-hours emergency; Triage a maintenance request; Request an owner approval; Certify smoke and CO detectors

#### Check lease terms against current law

- **Trigger:** A renewal is drafted, or a city ordinance changes.
- **Ceiling:** Every renewal goes out on language that is current with Spokane and Washington rules, including notice periods and fee caps, and when an ordinance changes the affected leases are listed the same week. No portfolio-wide clause is wrong for eight months.
- **Touches:**
  - Lease template versions
  - Tracked ordinance sources
  - Affected lease list
- **Never:**
  - Never changes template language without counsel approval
  - Never gives a legal opinion to a tenant or an owner
- **Agent:** Complex agent tracking rule changes and mapping them to affected leases for counsel review.
- **Measured by:** Days from an ordinance change to updated templates in use
- **Execution:** Complex agent
- **Hands off to:** Make a renewal offer; Generate the lease; Keep the fair housing record

#### Keep the fair housing record

- **Trigger:** Any applicant decision or leasing message is recorded.
- **Ceiling:** Every inquiry, showing, application and decision is logged with the criteria version used, so the company can show equal treatment across any protected class on any month of any year within minutes. Leasing copy is screened for problem language before it publishes.
- **Touches:**
  - Leasing communication log
  - Application decisions
  - Published criteria versions
- **Never:**
  - Never alters or deletes a logged record
  - Never reports on an individual employee without HR involved
- **Agent:** Script that logs immutably and runs the periodic disparity report.
- **Measured by:** Time to produce a complete audit trail for a given applicant
- **Execution:** Deterministic script
- **Hands off to:** Screen an application; Deliver a decline; Launch a listing; Check lease terms against current law

#### Assemble an eviction file

- **Trigger:** A delinquency passes the policy threshold and a human asks for the file.
- **Ceiling:** The ledger, every notice with its proof of service, the lease, the communication history and the payment plan record are assembled into one packet for counsel in under an hour. Cases are never lost on a service defect.
- **Touches:**
  - Tenant ledger
  - Notice and service records
  - Communication history
- **Never:**
  - Never files anything with a court
  - Never contacts the tenant
  - Never recommends whether to proceed; a person decides that
- **Agent:** Simple agent that assembles and checks the packet for gaps.
- **Measured by:** Cases dismissed or delayed on a procedural defect
- **Execution:** Simple agent
- **Hands off to:** Prepare a late notice; Work the delinquency list; Prepare a lease violation notice

#### Handle an HOA violation notice

- **Trigger:** An HOA letter arrives about a trash can left at the curb.
- **Ceiling:** The notice is matched to the property and the responsible party the day it arrives, the tenant or vendor is asked to fix it, and the HOA gets a reply before the fine window closes. Tamarack stops paying $75 fines because mail sat in a tray.
- **Touches:**
  - HOA correspondence
  - Property and tenant records
  - Lease rule clauses
- **Never:**
  - Never pays a fine
  - Never disputes a violation with the HOA without a human
- **Agent:** Simple agent that routes the notice, assigns the fix and tracks the cure deadline.
- **Measured by:** HOA fines paid per quarter
- **Execution:** Simple agent
- **Hands off to:** Drive by the exterior; Prepare a lease violation notice; Produce the monthly owner statement

#### Open a property insurance claim

- **Trigger:** Damage exceeds the deductible after a loss.
- **Ceiling:** Photos, the repair estimate, the police or fire report and the policy details are in the carrier's hands within 48 hours of the loss, and the claim has an owner and a next date until it closes. No claim goes stale for a month.
- **Touches:**
  - Loss documentation
  - Owner policy details
  - Repair estimates
- **Never:**
  - Never files a claim without the owner's written go-ahead
  - Never accepts a settlement offer
- **Agent:** Complex agent assembling the claim package and tracking the carrier back and forth.
- **Measured by:** Days from loss to claim filed, and claim cycle time
- **Execution:** Complex agent
- **Hands off to:** Dispatch an after-hours emergency; Track required insurance; Request an owner approval

### Growth

New doors on, good doors kept, the market watched.

#### Work an inbound owner lead

- **Trigger:** A landlord fills in the form asking what management costs.
- **Ceiling:** Within fifteen minutes they have a real answer: a rent estimate for their address, what the fee covers, and a link to a time on a calendar. The proposal is built from public data on their actual house, not a brochure. Nobody waits two days and signs with the competitor who called back first.
- **Touches:**
  - Lead inbox
  - Public property data
  - Rent comps
  - The calendar
- **Never:**
  - Never quotes a fee outside the published schedule
  - Never promises a rent figure as a guarantee
- **Agent:** Complex agent that researches the property, drafts the estimate and books the call.
- **Measured by:** Lead to signed agreement rate, and first response time
- **Execution:** Complex agent
- **Hands off to:** Onboard a new owner and property; Survey the market; Ask for a referral

#### Survey the market

- **Trigger:** Every Monday.
- **Ceiling:** A weekly picture of asking rents, days on market and concessions across the Spokane submarkets Tamarack works in, by bedroom count and property type. Pricing and renewal decisions run on last week's data, not last year's feel.
- **Touches:**
  - Public listing data
  - Internal closed lease history
  - Submarket definitions
- **Never:**
  - Never sets a price
  - Never scrapes a source the terms of use forbid
- **Agent:** Script pulling listings and publishing the weekly submarket table.
- **Measured by:** Portfolio rent against submarket median by bedroom count
- **Execution:** Deterministic script
- **Hands off to:** Price a vacant unit; Make a renewal offer; Work an inbound owner lead

#### Ask for a referral

- **Trigger:** An owner has two good quarters, or a tenant closes a work order happy.
- **Ceiling:** The ask lands at the one moment somebody feels good about Tamarack, with a specific reason and an easy way to pass a name along. Referrals become a predictable share of new doors instead of an accident.
- **Touches:**
  - Owner and tenant satisfaction signals
  - Referral program terms
  - Contact preferences
- **Never:**
  - Never asks an owner or tenant with an open complaint or dispute
  - Never offers an incentive outside the published program
- **Agent:** Simple agent that watches for the moment and drafts the ask.
- **Measured by:** New doors sourced from referral per quarter
- **Execution:** Simple agent
- **Hands off to:** Request and answer reviews; Read tenant sentiment; Work an inbound owner lead

#### Request and answer reviews

- **Trigger:** A happy work order closes, or a new review posts anywhere.
- **Ceiling:** The review ask goes to people who just had a good experience, and every review that lands gets a human-sounding reply within a day, including the angry ones. The public rating tells the truth about the company and the bad reviews get answered with facts.
- **Touches:**
  - Review platforms
  - Work order outcomes
  - Tenant and owner contacts
- **Never:**
  - Never posts a reply to a negative review without a human approving
  - Never discloses tenancy or account details in a public reply
  - Never offers anything in exchange for a review
- **Agent:** Simple agent drafting asks and replies, with negatives held for approval.
- **Measured by:** Review volume and average rating over rolling 90 days
- **Execution:** Simple agent
- **Hands off to:** Ask for a referral; Close a work order and ask the tenant; Read tenant sentiment

#### Save a leaving owner

- **Trigger:** An owner sends a cancellation notice.
- **Ceiling:** Within an hour a person has the whole relationship on one page: every approval delay, every vacancy, every unanswered message, what the property actually earned, and the two or three things that would have to change. The conversation is honest and specific, and the ones worth keeping get kept.
- **Touches:**
  - Owner history and performance
  - Communication record
  - Management agreement terms
- **Never:**
  - Never contacts the owner
  - Never offers a discount or a term change
  - Never delays the offboarding steps the agreement requires
- **Agent:** Complex agent building the one-page account history and the candid diagnosis for a human call.
- **Measured by:** Percent of cancellation notices retained
- **Execution:** Complex agent
- **Hands off to:** Spot an owner about to leave; Offboard an owner cleanly; Answer an owner question

#### Offboard an owner cleanly

- **Trigger:** A termination is confirmed.
- **Ceiling:** Final statement, deposit transfer, keys, leases, tenant notification and the new manager's handoff packet are all done inside the notice period, correctly, without drama. They leave well, and about one in six comes back.
- **Touches:**
  - Final ledgers and deposits
  - Document archive
  - Tenant notification templates
- **Never:**
  - Never transfers a security deposit without written instructions and a receipt
  - Never notifies tenants before the owner has confirmed the date
- **Agent:** Complex agent running the offboarding checklist and assembling the handoff package.
- **Measured by:** Offboardings completed inside the notice period with no post-exit disputes
- **Execution:** Complex agent
- **Hands off to:** Save a leaving owner; Dispose of a security deposit; Reconcile the trust account

#### Forecast capacity before the next door

- **Trigger:** The door count moves, or a hiring question comes up.
- **Ceiling:** Before Tamarack signs the next forty doors, it knows what that does to work orders per manager, showings per week and hours in the collections seat, and what breaks first. Growth stops being the thing that wrecks service quality.
- **Touches:**
  - Door count and pipeline
  - Work order and leasing volumes
  - Staff hours by role
- **Never:**
  - Never makes a hiring decision
  - Never models an individual employee's performance
- **Agent:** Complex agent modeling load per role against the pipeline and naming the first constraint.
- **Measured by:** Doors per property manager against the service quality target
- **Execution:** Complex agent
- **Hands off to:** Work an inbound owner lead; Onboard a new owner and property; Score a vendor