Preparing operating cost statements is among the most labour-intensive tasks in property management. Large volumes of data, error-prone accounting entries and high numbers of objections tie up considerable resources across management teams. In the tenth online panel of the 'Asset and Property Management in Practice' series initiated by RUECKERCONSULT, industry representatives explored how to streamline processes and reduce disputes. The panel discussion featured Jürgen Hau, Managing Director of INDUSTRIA Immobilien, Dirk Wichner, Member of the Management Board at DVI Gruppe, and Carolin Dose, Managing Director of Asset Management at HIH Real Estate.
The experts identified flawed master data as one of the primary causes of inaccurate statements. Common ERP systems such as SAP or iX-Haus generate statements largely automatically, but they depend on precise underlying data. Carolin Dose stressed that incorrectly recorded floor areas, billing units or allocation keys can lead to owners bearing costs that should have been apportioned to tenants. For this reason, HIH Real Estate has operating cost statements reviewed and approved by its own asset management team. Jürgen Hau added that taking on new management mandates in particular, alongside the high complexity of commercial leases with numerous addenda, significantly increases the risk of error.
Potential and challenges of artificial intelligence
Targeted deployment of artificial intelligence promises significant relief. While statements are already generated using software, AI can provide particular support in data auditing, the analysis of complex contracts and the handling of objections. DVI Gruppe is already deploying corresponding technology to analyse comprehensive commercial leases regarding their service charge provisions. Dirk Wichner explained that this visibly reduces workloads, but pointed out that interfaces to established ERP systems are still missing. He expects substantial progress here within twelve months.
At the same time, property managers are observing a new trend in tenant responses: automated statements are increasingly met with software-generated objections. According to Dirk Wichner, DVI Gruppe classifies twelve percent of objections received in 2026 within its residential portfolio as AI-generated. INDUSTRIA is also recording a growing number of such challenges.
Standardisation and simplified billing models
The panellists highlighted greater standardisation of allocation rules and disciplined accounting procedures during the ongoing financial year as a sustainable approach to avoiding disputes. Carolin Dose also suggested partial flat rates for non-consumption-based cost items. These agreements give tenants planning certainty while relieving owners of the administrative burden of individual settlements. While INDUSTRIA is already using such models in student housing, Dirk Wichner advised caution in view of unpredictable price increases.
- —Rigorous maintenance and cleansing of master data within ERP systems
- —Deployment of AI for automated review of complex commercial leases
- —Establishment of industry-wide standards for allocation keys and contract clauses
- —Examination of partial flat rates for non-consumption-dependent cost items
