How 28 Months of Continuous Service Cut Resident Landscape Complaints to One Per Month and Tree Insurance Claims to Zero at The Villas at Village Square
Yvon S.
Property Oversight, The Villas at Village Square (DBHA-Managed Multifamily Community)
28
Months of Continuous Service
0
Tree Insurance Claims
1
Resident Complaint Per Month
85%
Issues Caught Before Resident Reports
The Property
Yvon S. oversees property operations for The Villas at Village Square, a multifamily community in Delray Beach that sits under the umbrella of the Delray Beach Housing Authority. The property runs on a weekly recurring landscape and grounds service agreement that has been in place since August 2023. Before Green Image, the property cycled through procurement-mandated vendor changes that meant every one to three years the new vendor had to be retaught the property from scratch.
Property Challenges
Yvon’s biggest operational pain was vendor instability. Each procurement cycle reset the relationship, and the new vendor would spend the first six months learning the property — irrigation zones, tree inventory, resident traffic patterns, complaint history. By the time they were finally up to speed, the contract was already approaching its next ceiling.
Industry data shows multifamily property managers spend 14 to 15 hours per week on vendor coordination tasks that could be streamlined. For a property under federal procurement oversight, that figure runs higher during onboarding cycles, and the operational hours are not the only cost. Mid-year unbudgeted scope additions are a compliance problem, not just a budget problem.
Resident complaints were the daily friction point. Yvon needed a vendor whose work was visible enough that residents did not have to call him about it. He also needed a vendor relationship where issues were caught and resolved before residents noticed at all.
“We have been through procurement cycles where every vendor was new, and we were back to teaching them our property all over again. That costs us hours we do not have.
Why Green Image?
Green Image won the Villas at Village Square service contract in August 2023. Owner Sam Manchik turned the initial walk into a property-wide inventory: irrigation zones mapped, tree count documented, weekly visit schedule locked in. Rick, who handles operational escalations at Green Image, kept the standing line open for anything that needed a same-day response.
Over 28 months of continuous service, the rhythm became routine. Every week, the crew walked the property. Every week, a Visit Report documented condition. When something needed attention, the crew caught it on the walk before any resident reached Yvon’s office.
The model produced a different operating rhythm than Yvon was used to. Resident landscape complaints dropped to roughly one per month — well below the eight to fifteen per quarter typical at FL multifamily of this size. Yvon’s own time on vendor coordination compressed to about one hour per month, against the 14 to 15 hours per week the industry treats as baseline.
The number that mattered most to compliance: zero tree-related insurance claims across the 28-month run. That is the metric that drives premium decisions, and Green Image’s documented condition reporting keeps it at zero.
Results
The Villas at Village Square has run 28 consecutive months of recurring landscape and grounds service through Green Image — well beyond the typical 18 to 24 month multifamily vendor tenure. Mid-year unbudgeted scope additions: zero. Tree-related insurance claims: zero. Resident landscape complaints: about one per month.
Approximately 85% of property issues are caught by the Green Image crew during the weekly walks before any resident reports them. That metric — the catch-rate before resident escalation — is what separates a vendor from a partner.
“I can count on one hand the number of times I have had to call Green Image for something unplanned. In 28 months. At a property this size, that is not normal.