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Rudugger I dont think your maths on hours per property is fair, for 3 reasons 1) You're dividing it up into 40hr work week but many have to attend to tenant issues or hold home opens etc after hours or on weekends. Higher ups in the business likely work on the business itself...

Sounds unacceptable to me. In both my PM and IT backgrounds there was always SLA times on responding to people. Eg 30 minutes for critical stuff, a few hours for normal stuff or a day for casual stuff. You could try CC'ing in their boss if you know who it is and also calling to ensure...