Three Commitments We Make to Every Client
Specific. Measurable. Falsifiable. These are not aspirational values — they are contractual commitments that define what you can expect from Altus on day one and every day after.
Most management companies promise "great service." We publish specific commitments.
"Great communication." "Responsive service." "Transparent pricing." Every property management company says these things. None of them define what they mean.
We think that's a problem. If you can't measure it, you can't hold us to it. And if you can't hold us to it, it's not a commitment — it's a marketing claim.
The three commitments below are specific, measurable, and falsifiable. They are written into our management agreements. If we miss them, you have a documented basis for escalation — and ultimately, a basis for leaving. We operate on month-to-month agreements by design. We earn your business every month.
Response Time Commitment
Every inbound communication answered within 4 business hours.
Every email, portal message, and phone inquiry is acknowledged within 4 business hours during normal business hours (Monday–Friday, 8am–6pm CT). You will never wait a full day to hear back from us.
For after-hours emergencies — active water intrusion, loss of heat, security breach, or any situation requiring immediate action — our 24/7 emergency line is handled by Angel, our receptionist, with immediate escalation to the on-call team. Emergency dispatch within 2 hours for active situations.
Non-emergency after-hours inquiries are triaged and responded to the next business morning. You will always know when to expect a response.
What This Means in Practice
- 4-hour email/portal response target during business hours
- 24/7 emergency line — always answered
- 2-hour emergency dispatch for active situations
- Next-morning response for non-emergency after-hours inquiries
Financial Transparency Commitment
Monthly financials delivered by the 15th. Zero hidden fees.
Monthly financial statements — profit and loss, balance sheet, and cash flow — are delivered to your owner or board portal by the 15th of the following month. Every month. Not when we get around to it.
Every vendor bid is visible to you before work is approved. We do not mark up vendor invoices. Every markup, if any, is disclosed in writing in your management agreement. You will never receive a surprise invoice.
Your management fee, any add-on fees, and the scope of what's included are documented in your agreement and do not change without your written consent. We do not add fees mid-contract.
What This Means in Practice
- Monthly financials by the 15th — every month
- All vendor bids visible before approval
- Zero hidden markups — all fees disclosed in writing
- No mid-contract fee changes without written consent
Communication Cadence Commitment
You will never have to chase us for information.
For HOA and condo boards: your board chair has a direct line to your senior strategist — not a call center, not a junior coordinator. Weekly check-ins during active projects. Monthly all-board financial updates. Open quarterly reviews to assess performance, upcoming projects, and strategic priorities.
For rental property owners: monthly owner statements with commentary on any notable items. Proactive notification of any maintenance issue over $500 before work begins. Annual portfolio review with your property manager.
For all clients: proactive issue flagging — if we see something developing, we tell you before it becomes a problem. You should never learn about a property issue from your tenant before you hear it from us.
What This Means in Practice
- Board chair direct line to senior strategist
- Weekly check-ins during active projects
- Monthly all-board financial updates
- Open quarterly performance reviews
- Proactive notification before any repair over $500
- Annual portfolio review for rental owners
Questions about our commitments
What happens if Altus doesn't meet one of these commitments?
We have a formal escalation process. If a commitment is missed, contact your senior strategist directly. If the issue isn't resolved within 48 hours, escalate to our operations lead. We operate on month-to-month agreements — if we're consistently failing to meet our commitments, you should be free to leave. That's by design.
Are these commitments in the management agreement?
Yes. The response time and financial reporting commitments are written into our standard management agreement. The communication cadence is documented in your onboarding materials and referenced in your agreement. These are not marketing claims — they're contractual.
Do these commitments apply to all service tiers?
The response time and financial transparency commitments apply to all tiers. The communication cadence varies by tier — Full-Service clients receive the full cadence described above. Finance-Only and Maintenance-Only clients receive a modified cadence appropriate to their scope. Details are in your service agreement.
Ready to hold us to these commitments?
Request a proposal and we'll walk you through exactly how these commitments apply to your property — and what your management agreement will say.