Urbanova — Tenant Lifecycle & Collections Playbook
The tenant lifecycle and the collections playbook underpinning Urbanova's rental operations.
Section 15 · Business Plan
Tenant Lifecycle & Collections Playbook
The tenant lifecycle and the collections playbook underpinning Urbanova’s rental operations.
In this segment the income statement is won or lost in collections,
not in leasing. The playbook below is contractual operating procedure,
staffed per the Section 12E organisational build, and its metrics feed
the lender covenant pack monthly.
| Funnel / lifecycle stage | Standard | Metric reported |
|---|---|---|
| Application & vetting | TPN + bureau check; rent ≤ 33% of verified net income; employer confirmation | Approval rate; average rent-to-income |
| Deposit & onboarding | 1 month deposit (insurance-backed alternative offered); digital lease; prepaid utilities active before key handover | Move-in cycle time |
| Billing & collection | Debit-order first presentation day 1; day 3 re-presentation; day 5 SMS/app escalation | Day-7 collection rate (target ≥92%) |
| Arrears management | Day 10 payment-plan offer; day 20 letter of demand; day 30 PIE-compliant process initiated | Arrears >30 days (target ≤3.5% of billings) |
| Bad debt | Provision at 2.0% of rental billings; write-off at 120 days | Actual vs provision (model holds 2.0–2.5%) |
| Retention & renewal | 60-day pre-expiry engagement; escalation 5% standard; transfer-within-portfolio offer | Renewal rate (target ≥70%); churn cost per unit |
| Exit to ownership | Tenured, well-performing tenants pre-qualified for sales-programme units | Conversion rate — links rental book to sales demand |
The last row is the platform’s quiet structural advantage: the rental
book is a proprietary, payment-history-verified demand pipeline for the
sales programme. Every competitor selling affordable units must
originate buyers cold; Urbanova graduates them from its own tenancy
data, higher conversion, lower default, and direct evidence for Finding
1’s hybrid model.
Confidential — this business plan is provided to prospective investors and lenders for evaluation purposes only and may not be reproduced or distributed without the written consent of Urbanova Living Developments (Pty) Ltd.