What do you do if a tenant requests maintenance or repairs as a property manager?

Having the right technology helps. Our tenants can report maintenance issues 24/7 and upload photos via a QR code in the property using a smart phone. When we receive the request we then call them to discuss further and understand the urgency in line with government guidelines. Also, part of this procedure is educating the tenant if there is anything they can do in the situation.

Whether it's a tenant placing a work order or a contractor looking for a late payment or a lawyer intimidating you, it is always ideal and best practice in 99% of the cases to acknowledge receipt of their concern. Even if it's something that isn't absolutely lowest priority on your list, acknowledgment is step one. Respond politely and professionally and make no promises as to when it will be rectified. Ideally it's as simple as thank you for informing me of this issue. We will look into this shortly.

To acknowledge is the first step even if it is not within your priority list. Communication at intervals to keep the tenant assured of the tenancy relationship

First of all acknowledge the request, actively listen to their plights and complain.it will always make the tenant know that they are important and taking seriously. Actively listen and be able to communicate respectfully and effectively if the request will or will not be granted.

Segùn mi experiencia como administrador de propiedades con inquilinos, siempre habràn requerimientos diversos los cuales se tiene la obligaciòn de dar respuesta y soluciòn en tiempos acorde con la importancia de los mismos. Se tiene que hacer una evaluaciòn para ver la magnitud del mismo y ver si puede hacerse inhouse o se tiene que externalizar asimismo evaluar los costos para ver si se tiene un presupuesto que lo pueda cubrir o en su caso ver la manera de hacerlo. También hay que evaluar si el requerimiento corresponde atenderlo o no , ya que hay casos que son áreas no administradas por la propiedad y corresponde al inquilino por contrato. En resumen yo diría que todo es un depende después de hacer una evaluaciòn si se debe o no atender.

Avant de prendre mon marteau et mes clous, j'évalue l'urgence comme un médecin aux urgences. Chaque demande de réparation est triée pour déterminer si c’est une simple égratignure ou une opération à c?ur ouvert. Cette méthode permet de prioriser les interventions et d'assurer une réactivité adaptée à chaque situation, maximisant ainsi la satisfaction des locataires sans compromettre la gestion efficace des autres demandes.

In my experience, if you don’t act quickly on maintenance requests you run the risk of having the tenant attempt the repair themselves. Which can cause more issues. I agree with assessing urgency to a degree but outside of major issues, all requests should be addressed as quickly as possible.

Evaluate urgency based on safety risks, impact on property, and tenant comfort. Prioritize emergencies like leaks, heating issues, and security concerns. Schedule non-urgent repairs promptly to maintain property value and tenant satisfaction.

If you have granted their request, and see that the repair is not a minor repair, you can look for a reliable contractor that knows his job and have good job reputation. Then you can contract the contractor to be in charge of the process and make the maintenance come out efficiently and beautiful

Select a licensed and insured contractor with a good reputation and experience in the specific type of repair needed. Consider contractors' availability, cost estimates, and timelines. Communicate clearly with the tenant and contractor to schedule the repair efficiently.

Having multiple sources of vendors in the same field is very important. For example,...it's great to have a go-to person as a plumber when the need arises. However, it's also great to have other plumbers on hand that you can select from in the event that your go-to guy can't get to you.

Even with the contractor being in charge of the job, you as a property manager should be present from time to time to over see the job. Make sure the job is completed and ensure your tenant that it's been resolved to their satisfaction. This is protect your tenant values and comfort and enable trust and good relationship.

En bon chef d'orchestre, je ne laisse pas les musiciens jouer seuls. Pour chaque réparation, je supervise l'entrepreneur, non pas avec une baguette, mais avec une attention minutieuse aux détails. Ceci garantit non seulement que la mélodie (les réparations) est bien jouée, mais aussi que chaque note (détail) contribue à la symphonie de la satisfaction du locataire.

Après chaque intervention, je prends le pouls de la situation avec un suivi rigoureux. Comme envoyer une carte postale après un long voyage, je contacte le locataire pour m'assurer que tout est en ordre. Ce suivi post-réparation n’est pas seulement une courtoisie, mais une étape clé pour cimenter la confiance et maintenir des relations harmonieuses.

Following up is as crucial as any of the other steps, if not more important. You always want to take the time to make sure the repair is completed satisfactorily from the vendor preforming the repair. By following up you also show the tenant your commitment to them and validate their importance in their request.

Be diligent about getting photos. Be diligent about getting numbers and cereals and makes and models of equipment as needed. Be diligent about receipts being tracked and what your billing back, if anything. Ideally you have some sort of system where you log all of these issues over time. And as you log these things, you want to record the facts, not the emotions and the opinions and the thoughts. It can be especially hard for the boots on the ground employees to keep emotions out of play, but it is better to rely on the facts that are out there. Put it in writing so that there is a paper trail in case the issue is still unresolved at a later date.

My first check would be what does the lease say? Whose responsibility is it to do the repairs. Communicate clearly and timeously with the relevant parties involved, preferably via correspondence to ensure a paper trail.

Something I didn’t see mentioned in this article is evaluating the damages that are present in the unit and determining if it was something that occurred due to normal wear and tear/over time due to deterioration or if it was caused by the tenant due to negligence/misuse of the apartment by them or their guest(s). We want to ensure that tenants are followed up, invoices and other documentation appropriately filed, quality check of work completed, etc., but it’s crucial to hold tenants accountable. This includes billing back the cost of repairs in cases where damage was caused because of negligence by the tenant. Cases of damage due to neglect occur more than you may think and the property should not have to come out of pocket for repairs.

Maintenance issues are the most obvious glaring things to be working on. We force ourselves to not focus on those as much as we want to because at the end of the day collections is the biggest most important thing. Don't let yourself get distracted by addressing every single issue that you see every single day. It's the easiest thing to do and it's the fastest way to overspend it. Your goal is to make money, not spend it