Managing Tenant Maintenance Requests

Never underestimate your residents' invaluable role as the daily "eyes and ears" of your property. Their feedback is crucial for maintaining and improving the quality of your investment. During the move-in walkthrough, emphasize the importance of communication regarding any maintenance needs. You might say, "If anything requires attention, please don't hesitate to let us know. Your comfort and satisfaction are our priorities, and your prompt feedback helps us ensure a well-maintained living environment for everyone.”

Provide an easy but trackable method for your tenants to report maintenance concerns. Email is great as it establishes a time and date-stamped paper trail. One of the most frustrating experiences for a tenant is having their maintenance request ignored. Acknowledgment is essential! Whether they’re reporting a loose doorknob or a burst pipe, it's crucial not to leave them in the dark — respond as quickly as possible. This clear and prompt communication is a cornerstone of a healthy housing provider-resident relationship.

When reviewing maintenance requests or creating work orders, you may try sorting them into four categories:

1. Emergency
2. Urgent
3. Non-emergent
4. Routine/preventative

Categories 1 and 2 are not just prioritized; they are our immediate focus. 3s are dispatched as time permits, and 4s are usually scheduled in advance.

An emergency threatens people or property. Anything that affects the residents' health and safety or the property's habitability should be given immediate attention. Though emergencies can happen anytime, the rule of property management is that they tend to occur late on Friday evenings and over holiday weekends, often requiring calling a professional. Here are some items that warrant immediate response, though not an exhaustive list:

• Water Emergencies — Any water intrusion or active water leak must be treated as an emergency. It is crucial to promptly repair the leak at its source, whether caused by leaking pipes, a failed water heater, or heavy rain. Acting quickly to dry the affected area will also prevent rot and mold.
• Toilets & Sewage— A single clogged toilet isn't an emergency when a unit has more than one bathroom. However, for units with one bathroom, a nonoperational toilet is indeed an emergency! Don’t get caught up on the “why” it happened before sending help. Hire a plumber and have them investigate the cause. If they report back with findings of tenant negligence, such as flushing grease, baby wipes, or other non-flushable items, address it with them after repairs are completed. Any time there is sewage in the unit, it’s an emergency that requires immediate remediation and biohazard cleanup! Don’t clear the sewer main/clog and leave the mess for your tenants to contend with – clean-up with proper chemical detergents and disinfectants should begin as soon as possible to reduce the risk of exposure to harmful bacteria and viruses.
• Odor of Gas — This is an emergency — for 911! Instruct tenants to evacuate immediately and call 911. If they have PG&E in their name, call 1 (800) 743-5000 to request a Gas Service Representative to inspect all gas-powered appliances and relight pilot lights.
• Fire – Assuming the fire can’t be suppressed, instruct your residents to vacate and call 911, then call you! In the case of a small fire that has safely been extinguished, tenants must call you to report the incident. Document the damage and assess whether the unit remains habitable. 
• Broken Windows — Broken glass is a safety hazard for your residents, and missing window glass compromises the security of your property. Clean up broken glass as soon as it is reported inside and outside the unit. If replacement glass is not immediately available, take temporary measures to ensure the property is secure. When replacing windows, ensure they have working locks.
• Broken doors or locks — A rental unit's habitability requires exterior doors in good condition with operable deadbolt locks. Tenants don’t feel safe when they can’t lock their doors, and unlocked or broken doors leave your assets vulnerable.

Why aren’t water heaters on the list? Because it depends on what the tenant reports. If the tenant says, “The water heater broke, and there’s water everywhere!” You’ve got an emergency on your hands. If they report “No hot water,” you should send someone out to investigate as soon as possible, but you don’t have to call an emergency plumber at 3 am on Sunday morning.

Next are those categorized as 2 -Urgent. While critical enough to warrant a higher placement on the list of priorities, these matters can wait a few days. However, the request should be addressed as soon as possible. These can become habitability issues if left for too long, so don’t procrastinate.

A few examples of urgent maintenance requests are:

• A small plumbing leak that can be contained.
• A range or refrigerator that has stopped working.
• A clogged sink drain.
• A broken smoke or carbon monoxide detector.
• Pest intrusions.

Fortunately, many maintenance requests fall under category 3, which is non-emergent. While they are lower on the list of priorities in terms of urgency, they should still be addressed promptly. Your residents took the time to report their concerns, and executing the repairs shows you are committed to maintaining your assets and fostering a positive relationship with your residents. A few examples of non-emergent maintenance requests are:

• A stove burner is not heating up.
• A torn window screen.
• A broken ceiling fan.
• A burnt-out appliance bulb.
• A broken pull-string on miniblinds.
• A loosened interior doorknob.

Sometimes, a resident will submit a maintenance request for an item that is the tenant’s responsibility to maintain, such as changing light bulbs or replacing batteries. Recently, I received such a request from a resident who’d only lived in the unit for eight months: “We need a replacement filter for the dishwasher. Our dishes haven’t been coming out clean, and it smells really horrible!” Knowing the dishwasher was brand-new at move-in, how would you have responded to this request? Here is my reply:

"Dear Resident,

I have received your maintenance request. I’m sorry to hear that the dishwasher isn’t performing at its best, but we do not provide replacement filters; the filter is washable. Here is an instructional video [link to a YouTube video] from GE, your dishwasher’s manufacturer, demonstrating the procedure. If you don’t want to wash it, you can purchase a replacement from GE’s website [link to part]. If the odor persists, you may want to use a dishwasher cleaner [link to product]."

The final category is 4 — routine/preventative. For example, a tenant’s report of a leak coming through their window may prompt you to create a recurring work order for bi-annual gutter cleaning. You may have landscaping that requires pruning on a schedule or a parking lot that needs a slurry coat every few years. You may want to mark your calendar for the annual RHSP inspections as 4 – routine; these are items you know about in advance and do as part of planned maintenance and care of your property.

In conclusion, effectively managing tenant maintenance requests is essential for maintaining the quality and value of your property, as well as fostering a positive relationship with your residents. By categorizing requests and responding promptly, you show your commitment to their comfort and safety. Remember, your residents are your partners in maintaining the property. Encouraging open communication and providing clear, efficient ways for them to report issues not only keeps your property in top shape but also ensures a harmonious living environment for everyone involved. Prioritize their concerns, respond with urgency when necessary, and always strive to maintain a high standard of living for your tenants. This approach will ultimately lead to a well-maintained property and satisfied residents.