Topics

What I know from fifteen years of running apartment buildings and building software for the people who run them.

• AI in building operations: processes first, the resident app last
  Ilia Sotonin on AI and open APIs in residential management: the resident data layer, the AI dispatcher, and why the resident app should come last.
• Developer and management company: why operations must be planned at design stage
  Ilia Sotonin on why a building's management quality is decided at design and construction, and why developers should plan operations before handover.
• Resident communication: effort over satisfaction
  Ilia Sotonin on talking to residents: why most conflicts come from silence, why effort matters more than satisfaction scores, and how to handle requests.
• Running a residential management company: what the job really is
  Ilia Sotonin on the unglamorous work of a residential management company: night calls, plumbers, lobbies, staffing ceilings and why small operators struggle.
• Transparent building finances: why residents should see where their money goes
  Ilia Sotonin on per-building bank accounts, live income and expense reports for residents, and how transparency lifted collections from 40% to 80%.