Most management relationships die of silence, not of a single bad repair. You stopped hearing from anyone except when money moved. We would rather send a short note that says nothing happened than let a quiet month become a mystery.
When something happens
You hear it from us first, with what is already being done. Not after the resident has called you, and not as a line item with no sentence.
When nothing happens
The statement still arrives. The number is still live. A principal still picks up.
The test
If you have to explain your property to a new person every time you call, we have already failed the thing we sold you.