How We Operate
A clear, documented process designed to protect property performance and owner expectations.
At Capstar Property Management, we built a company that is what investors really want and appreciate. This comes from our founder’s 15+ years of experience with investment properties in the Chattanooga & North Georgia area. That is why our goal is full transparency and proper communication. You can’t have one without the other. Communication comes from transparency, and transparency is a result of proper communication.
Below we have a break down of how we operate. This is a high level view, but enough to provide an understanding. To learn more, we would love to have a consultation to express in more depth how our systems help you with your investments.
Know what you are looking for? Skip to your desired section.
Maintenance Workflow
Reporting
Tenant submit requests online
- Requests logged in the portal
- Initial Prioritization
Evaluation
Reviewed by Property Manager
- Diagnosed for urgency and scope
- Estimate Prepared if needed
Owner Approval
Owner approves or adjusts estimate
- Work Proceeds once approved
- Emergency repairs may bypass approval
Dispatch & Oversight
Technician or vendor assigned
- Work monitored and followed up
- Owner notification through the portal
Inspections & Compliance
Scheduled Inspections
Move-in and move-out inspections
- Quarterly property inspections
- Other periodic checks as warranted
Condition & Habitability
Assess general condition
- Check safety and habitability
- Test essential systems
Lease Compliance
Review adherence to lease terms
- Document tenant violations
- Enforce rules and regulations
Report & Notify
Detailed reports with photos
- Flag immediate concerns
- Owner notified via email or portal
Decision Threshold & Escalation
Routine Decisions
Below set dollar amount (standard $500)
- Within pre-determined scope
- Based on property best practices
Owner Approval Required
Above a specific dollar amount (standard $501+)
- Significant repairs or replacements
- Owner approval documented
Emergency Exceptions
Safety or habitability at risk
- Utility damage or flooding
- Immediate action without prior approval
Communication & Portals
Centralized Requests
Requests submitted through the portal
- Logged, timestamped, and tracked
- No lost emails or verbal requests
Status & Documentation
Work status visible in the portal
- Estimates, approvals, and invoices documented
- Inspection reports and photos stored centrally
Notifications & Updates
Owners notified at key decision points
- Approval requests delivered through the portal
- Final documentation provided when work is completed
Systems-First Management
Decisions are guided by documentation process, not individual discretion.
Policies and procedures define how decisions are made
Documentation is required for actions that affect the asset
- Consistency reduces risk and removes guesswork
- Systems allow properties to scale without service degradation
Owner Responsibilities
What owners are responsible for to ensure effective property management.
- Maintain properties in habitable condition
- Fund required repairs and maintenance
- Maintain adequate reserve balances
- Provide timely approvals when requested
- Comply with Capstar Property Management policies and procedures
Fit Statement
Capstar Property Managment is built for owners who value structure, documentation, and consistent execution.
Our systems are designed for long-term asset performance, not ad-hoc management.
Owners seeking informal, reactive, or highly customized decision-making may not be a good fit.