There are common maintenance requests you should be familiar with and know how to properly handle. The following are samples of common maintenance requests.
Common Maintenance Requests
Appliances (oven/stove, microwave, refrigerator)
Sink/Faucet (drip, clog, leak)
No Hot Water
Roof, Window & Sink Leaks
Continuously Running Toilets
Smell of gas
Examples of HIGH Urgency Requests
HVAC defect during extreme weather
Heat not working in Winter
Water intrusion (leaks from roof, walls)
Heavy objects lose or hanging
Large holes on premises
Examples of MODERATE Urgency Requests
Appliances Not Working (when it is our responsibility to supply the appliance)
Clogged or Slow Shower or Sink Drain
Interior Light Stops Working (not just the bulb burning out; the actual light fixture is not working)
Large Hole in the Wall
Examples of LOW Urgency Requests
Cracked tile grout coming up
Damaged flooring (that does not create a walking hazard - tear in carpet/stain in carpet/hardwood floor needing repair/saddle coming up
Insects spotted inside
Small leak or drip in faucet
Cabinet doors off hinges
Interior doors off their hinges / door not closing properly, unless the door is heavy and could fall and hurt someone
Minor hole in the wall
Molding or trim needing repair
Below is a suggested process of handling repair and maintenance requests.
ASSESS - assess the nature and type (license, non-license required), seriousness of the repair (low, moderate, high) and obligation (tenant, landlord or non-landlord) of the repair.
RESPOND - on the same day as the repair is reported, email the tenant confirming receipt of the request. Request that the tenant send you pictures of the repair item to help give you a better understanding. If you are able to determine whose obligation the repair is from the report and pictures, notify the tenant of your initial determination. Notify the property owner as provided in the property management agreement.
ASSIGN - if the repair is one that needs a vendor or inspection to address or assess, assign the repair item to the proper vendor for service, and if needed, inspect yourself. When the vendor accepts the work order, ask the vendor the date that the vendor will perform the service and notify the tenant of the access date and time (24 hours' notice required, unless tenant has given permission).
SET - set the next "due date" in the task calendar so that you check on the repair status on that "due date". Follow up until completion of the repair item. The more serious the repair item, the closer in time the "due date" should be.