Ep3 | Mastering Maintenance Centralization

Most operators treat make-readies like a black box: hidden costs, inconsistent timelines, and reactive workflows that cost $50-100 per unit per day. But what if industry-leading performance wasn't just possible–it was repeatable?

In the latest installment of our maintenance centralization series, Ben Nowacky sits down with Heidi Turner, Director of Intangible Assets and Principal at Blanton Turner, to unpack their exceptional make-ready performance: 5.7-day average turns with a best month of 2.7 days across 693 make-readies.

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Key Takeaways:

• The Domino Effect: Fast make-ready times start with freeing up your team from reactive work orders, which starts with better resident communication and self-service options.
• Response Time Buys Trust: 3-minute response times to work orders give residents confidence and buy your team the grace to complete quality work, not just fast work.
• Staffing Flexibility: Blanton Turner's hybrid model combines on-site generalists (1:150-175 ratio) with roving specialists who act like "special ops"--coming in for specific tasks during peak seasons.
• Technology Serves People: Tech should free up your team's time, not replace people. The goal? More time for what adds value, less time on admin work.
• Don't Be Afraid to Fail: Blanton Turner's biggest advantage? A culture of experimentation. Try, learn, adjust. Not every centralization model works for every portfolio.

The recipe for success?

Schedule make-ready time and protect it. Use specialists strategically. Understand your team's superpowers and deploy them where they matter most. And always start with the people before layering in technology.

Watch the full conversation to see how Blanton Turner consistently hits turn times well above industry standards, and what that means for resident satisfaction, cost savings, and team retention.

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Speakers:

Ben Nowacky‍

President at HappyCo

Ben Nowacky is the President at HappyCo and leads the product development and engineering teams across North America and Australia. In this role, Ben is responsible for executing the company’s overall product strategy while ensuring business continuity and data security. He leads with a customer-first methodology and promotes alignment between the product, engineering, and go-to-market teams. Prior to joining HappyCo in 2022, Ben was the Chief Product and Security Officer at Axcient and brings more than 20 years of product and technology experience to his role.
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Heidi Turner

Director of Intangible Assets & Principal, Blanton Turner

Heidi Turner is Director of Intangible Assets and a Principal at Blanton Turner, where Heidi champions people‑first operations and culture to drive standout property performance. A longtime leader in the Pacific Northwest multifamily community, Heidi blends operational rigor with an experimental mindset—prioritizing communication, staffing flexibility, and technology that serves people—to consistently deliver best‑in‑class make‑ready timelines and resident experiences.

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