Property managers supervising an AI agent need a plan built around the tenancy: maintenance requests, contractor jobs, rent collection, arrears and deposit returns. For each, the plan sets what the agent handles, what the manager checks, and the practice that proves competence. It ends with a certified practicum, sign-off with spending limits, and yearly renewal.
What is this plan for?
Property agents log maintenance requests and book contractors within a repair limit at depth 3, draft arrears letters and tenant communications at depth 2, reconcile rent receipts, and prepare deposit returns, which move money and are held at depth 4. Anything involving safety (gas, electrics, damp, structural issues), legal notices and disputes goes to a person.
The manager becomes the reviewer of what the agent holds, often across dozens of properties. The risks are concrete: a safety issue booked as a routine repair, a contractor invoice paid on a photo rather than a completed job record, or a deposit returned to bank details the tenant emailed last week. The plan trains each. A broader map of the role is in the training plan for operations managers, which suits larger lettings businesses.
How do you fill it in?
One row per tenancy activity. Add your own spending limits and notice rules. The "Must go to a person" column defines the boundary for each activity, and the practicum tests it.
The template
| Activity | Agent handles, with depth | Manager checks | Must go to a person | Practice | Signed off by |
|---|---|---|---|---|---|
| Maintenance requests | |||||
| Contractor jobs and invoices | |||||
| Rent collection | |||||
| Arrears | |||||
| Deposit returns | |||||
| Certification | |||||
| Renewal |
A worked example
A hypothetical residential lettings company managing 800 units. Values are samples.
| Activity | Agent handles | Manager checks | Must go to a person | Practice | Signed off by |
|---|---|---|---|---|---|
| Maintenance requests | Logs and triages, depth 2; books routine jobs, depth 3 | Triage category matches the tenant's description | Gas, electrics, water leaks, damp and anything structural | Reviews 30 triaged requests in shadow | Lettings manager |
| Contractor jobs and invoices | Books approved contractors up to 300, depth 3; matches invoices, depth 2 | Invoice matches a completed job record, not just a photo | Any job over 300 or by a non-approved contractor | Shadow on 20 held invoices | Lettings manager |
| Rent collection | Reconciles receipts, depth 3 | Unmatched receipts investigated | Part payments from tenants in difficulty | Weekly reconciliation in shadow | Finance lead |
| Arrears | Drafts reminders, depth 2 | Tenant's circumstances on file before sending | Any formal notice; any tenant mentioning hardship | Shadow on ten arrears cases | Lettings manager |
| Deposit returns | Calculates deductions from check-out report; prepares return, depth 4 held | Deductions match the check-out report; bank details match the tenancy record | Disputed deductions | Shadow on five returns | Finance lead |
| Certification | Foundations, then Operator; two-week practicum on live held items | All of the above | n/a | Exam at least 32 of 40; practicum at least 95 in every 100 decisions correct; no missed red line | Pryme assessor, then director |
| Renewal | Update module and short quiz | Changes since certification | n/a | Quiz | Lettings manager |
Red lines
- Never let a safety-related report be booked as a routine job.
- Never return a deposit to bank details that differ from the tenancy record without verification through a known channel.
- Never send a formal notice the agent drafted without a person checking the legal requirements for that tenancy.
Rights after sign-off: approve contractor jobs up to 1,000; approve deposit returns up to 2,000 as first approver.
The maintenance row matters most for tenants. "There's a smell in the kitchen" might be bins or a gas leak. The agent should hold any report it cannot classify as safe; a manager who approves a routine booking to clear the queue has accepted a risk to life. The practicum includes ambiguous reports specifically.
Keep the team consistent through calibration sessions for property managers. Market versions are AI agent training for property managers in Nigeria and in the UAE. Directors who own the lettings risk can use the training plan for risk managers. The team-wide order is in training teams for AI agents.
Where the Academy fits
Pryme Intelligence Academy sets module tests in the learner's industry and role, so property managers answer cases about repairs, rent and deposits. The Operator practicum is two weeks of real review decisions signed off by a Pryme assessor, and the certificate, valid 12 months, can be checked at source by landlords who want to know who approves their spend.
Questions people ask
Can the agent book emergency repairs?
It should hold them for a person, who books immediately. Emergencies need judgement about access, safety and the tenant's situation that a routine booking rule cannot carry.
What about landlords who manage their own properties through the agent?
If they approve held actions, they need the same training. Otherwise, the managing agent's certified staff approve on their behalf within agreed limits.
How often should repair limits be reviewed?
At each renewal, and after any incident. Raise a manager's limit only when sampled approvals over a few months are clean.