While most property managers run their maintenance as a 9 to 5 job, after-hour repairs are inevitable. Property management companies must have a process for what qualifies as an emergency maintenance issue and who will handle them after regular business hours. While many maintenance issues may cause discomfort, they may not qualify as an emergency. Determining what an emergency is can help you choose the priority in which things get done. A good rule of thumb is any maintenance issues that could cause injury, severe property damage, or a threat to someone’s health and safety are typically considered emergencies. As a property manager, make sure that residents know who to contact in an emergency and that you have a designated process to handle these emergencies .

Clear communication is the most critical aspect of the maintenance process. From the initial stages to completion, maintaining clear lines of communication is imperative to ensure the maintenance process is as seamless as possible. If residents encounter difficulties in submitting work orders or if scheduling involves excessive back-and-forth, dissatisfaction may arise in their rental experience. Moreover, internal technicians and maintenance contractors are typically pressed for time and cannot afford prolonged phone tag sessions when attempting to coordinate with residents for maintenance appointments.

Without consistent communication among all parties involved in the process, there is a risk of things falling through the cracks, creating challenges for your team. This not only increases the potential for team burnout but may also result in negative reviews from residents. Furthermore, third-party maintenance contractors may be less willing to collaborate with you in the future.

Transparency is also a crucial aspect of the maintenance process. When receiving a maintenance request from a resident, coordinate with them to provide as much information as possible upfront. This helps your maintenance team by ensuring they have all the necessary details to complete the repair successfully on the first attempt. Transparency with property owners is equally vital to maintaining long-lasting relationships with them. If property owners consistently receive statements with unexpected and costly maintenance fees, frustration may grow regarding the quality of work being produced. Instead, being upfront with property owners as soon as maintenance costs arise is essential. If you transparently communicate what these charges are for and why they are necessary, property owners are more likely to approve them without difficulty.

One of the most significant gaps in the maintenance process is the lack of follow-up with vendors to ensure that work is completed. This oversight can lead to issues in your accounting department, particularly if vendors do not promptly send invoices. Without proper follow-up, there is a risk of assuming that a vendor has finished work, only to later discover the issue was not truly resolved, often through negative resident reviews.

To address this, it’s crucial to reach out to both your maintenance team and residents to verify the completion of a work order. It is also a good practice to request feedback from residents on the repair process. This not only provides an opportunity to share positive feedback about your company but also helps identify areas for improvement within your operation.