Should Property Management Companies Let Owners Handle Their Own Make Ready?

I know—this is a loaded question.

Some of you might be thinking, It’s their property; they can do whatever they want.

Others might say, Absolutely not—we always manage the make-ready process.

Crazy, right? How such a simple question can have wildly different answers?

I’ve worked with 50 property management companies in the past year, and not a single one does it exactly the same way. But after seeing what works (and what doesn’t), here’s what I’ve learned.

First, Let’s Get One Thing Straight

Deciding whether an owner can handle their own make ready is not the owner's decision—it’s yours.

That might sound counterintuitive. After all, it’s their property, and they’re hiring you, right?

But here’s the reality: You define the scope of your service, not the owner.

If you want to work only with owners who allow you to manage the make ready, then:
✅ Add it to your management agreement.
✅ Make it clear during the sales process.
✅ Create videos explaining why it’s your policy.
✅ Be consistent—don’t make exceptions.

The bottom line? You choose the owners you want to work with and the rules they agree to.

Now, Should You Let Owners Handle Their Own Make Ready?

Short answer: No.

Longer answer: It depends—but you need to think beyond just the cost.

Let’s break it down:
🔹 How much time are you spending on work orders after a resident moves in because of poor-quality make ready?
🔹 How much hassle is it to chase down owners to verify the work was actually completed?
🔹 How many prospective clients are you losing because they insist on handling the make ready themselves? Does that outweigh the headaches of letting them do it?
🔹 How often are residents unhappy at move-in due to the property’s condition?
🔹 How much time is spent repairing that relationship (and your reputation)?

Letting owners manage their own make ready can be expensive—not just in money, but in reputation, team energy, and time.

What Actually Works?

Here’s what I’ve seen work time and time again:

Companies with the most seamless make ready process do not begin management until the owner has fully completed all work. Once the owner hands over the keys, they conduct a thorough inspection. If the property doesn’t meet their standards, their vendors step in to make corrections—no exceptions.

Why This Works: Clear Boundaries, Clear Expectations

This approach creates clear boundaries and responsibilities between the property manager and the owner from day one. By making it clear that management does not begin until all owner-led work is complete, there is no confusion about who is responsible for what and when.

🔹 Owners take full responsibility for their portion of the work – This eliminates the need for property managers to chase owners down for status updates or push them to finish repairs.

🔹 Property managers maintain full control over the quality of the finished product – Once the keys are handed over, it’s their process, their standards, and their vendors ensuring the home is truly move-in ready.

🔹 Expectations are set upfront – Owners know from the start that if their work isn’t completed to the required standard, the property manager’s vendors will step in—at the owner’s expense. This prevents unnecessary delays, avoids last-minute conflicts, and ensures a smoother transition from make ready to move-in.

This Ensures:

The home meets move-in standards before residents arrive – No surprises, no last-minute fixes, and a smooth experience from day one.

Your team isn’t stuck coordinating or fixing an owner's incomplete work – Less back-and-forth, fewer delays, and no more wasted hours following up.

You’re setting expectations upfront and avoiding unnecessary conflict – Clear policies mean fewer disputes and a better working relationship with owners.

This structured approach protects both the property manager and the resident experience by ensuring every home meets the same high-quality standard before anyone moves in. Instead of dealing with post-move-in complaints, work orders, and damage to your reputation, you’re delivering a consistent and professional service that keeps both owners and residents happy.

But What If You Do Allow Owners to Handle Their Own Make Ready?

If you decide it makes sense in your market to allow owners to do the work, the next question becomes:

How do you protect yourself and ensure quality?

Well… that’s a topic for another day.