Talk about reputation monitoring in a bad way! The only way to counter this is having a team on site who understands customer service, how to set up a workable service request system and delivers on both. Then, naturally, completing a revamped marketing canpaign that suggests total out-of-the-box thinking. Although no manager or team can make a neighborhood riddled with crime and drive bys "safe", we all know there are some things that can be done. The Management Company and Owner need to assess the condition of the property and units immediately and implement a workable plan of action, in my opinion. Perhaps the Management Company should start with hiring a reputation monitoring company to enact some damage control until they get the right team in place. And I am not saying the current onsite team is not the right team, but clearly they need some help and back-up.
I found out about this through a friend who used to work for the current management company. They can't change the name because it has historic and community value because it used to be a high school in the early 1900's.