Centralization has moved from a niche experiment to a defining operating strategy for multifamily operators looking to keep costs controllable and service delivery consistent while scaling their portfolios.
Over the last several years we’ve had a front-row seat to that shift, partnering with operators who are rethinking how work gets done, how teams are structured, and how technology should actually support scale. From our conversations with hundreds of operators, one thing became clear:
There was no single, practical resource that showed how to centralize both leasing and resident services in one easy-to-follow template.
So we built one.
We’re excited to introduce the Centralization Playbook — a 250+ page, execution-level guide designed to help operators move from intent to implementation with clarity and confidence.
Get your copy here.
.svg)
Why We Built the Centralization Playbook
Most conversations about centralization stop at why.
Why it reduces costs.
Why it improves consistency.
Why it enables scale.
But the operators we work with don’t struggle with the “why.” They struggle with the how:
- What should actually be centralized — and what shouldn’t?
- How do you redesign org structures without breaking accountability?
- How do compensation structures and job descriptions change with new roles?
- What KPIs change in a centralized model?
- How do you sequence the rollout without disrupting performance?
- How do you bring teams along through change?
The Centralization Playbook exists to answer those questions with real frameworks, real examples, and real tradeoffs, gleaned from our first hand experience working with the industry’s most advanced centralized operators.
What’s Inside the Playbook
Across 250+ pages, the playbook covers:
🔹 Operating Model Design
- Decision frameworks for what to centralize vs. keep local
- Centralized team structures across leasing, maintenance, and resident engagement
- Clear ownership and decision-rights models
🔹 Org Design & Change Management
- How roles evolve in a centralized world
- Career paths and compensation considerations
- Practical tools to support adoption and trust during change
🔹 Metrics, KPIs, and Accountability
- How success metrics change after centralization
- Leading vs. lagging indicators to track
- Operating rhythms that keep teams aligned
🔹 Sequencing & Execution
- What to centralize first — and why
- Common failure modes (and how to avoid them)
- How the model should evolve as portfolios grow
🔹 ROI & Outcomes
- Real performance outcomes from centralized operators
- How centralization impacts payroll efficiency, delinquency, NOI, and team retention
- How AI and automation amplify centralized models over time
Built From Real Operator Experience
Everything in the playbook is grounded in real-world work.
Our team has partnered with 100+ property management companies, including many of the most sophisticated operators in the industry, supporting centralization across:
- Leasing and lead management
- Maintenance and work order coordination
- Resident communication and collections
- Tech stack consolidation
- Change management and adoption
We’ve seen what scales cleanly and what doesn’t, and we’re here to share those learnings with you.
The Centralization Playbook captures those lessons honestly, including the mistakes teams make when they move too fast, centralize the wrong functions, or underestimate the human side of change.
More Than a Playbook
For many operators, this guide is the starting point.
For others, it complements hands-on work with our Centralization Consulting team, who support operators through:
- Centralization strategy and roadmap design
- Org and workflow mapping
- Change management and training
- ROI analysis and business case development
- Ongoing support through rollout and optimization
Whether you’re early in exploration or deep in execution, the playbook is designed to meet you where you are.
Who This Is For
The Centralization Playbook is built for:
- Executive leaders designing long-term operating models
- Operations and strategy teams responsible for execution
- Finance and revenue leaders focused on predictable performance
- Transformation and innovation owners driving change
If centralization is on your roadmap — or already underway — this guide is meant to save you time, prevent missteps, and accelerate results.
Get the Centralization Playbook
Centralization is one of the most important structural decisions operators will make in the coming years.
This playbook is our contribution to helping the industry do it well.
👉 Download the full Centralization Playbook and start designing an operating model built for scale.