Property maintenance is one of the most important aspects of being a landlord. If a landlord does not use reasonable diligence in maintaining the rental property, the landlord faces liabilities, such as the tenant withholding rent or terminating the lease and making legal claims for damages to persons or property. Thus, the landlord must pay special attention to maintenance issues in the property and respond properly.
Common Rental Property Maintenance Requests Landlords Should Know
There are common maintenance requests landlords 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)
- Broken Locks
- Clogged Drain
- Toilet
- Sink/Faucet (drip, clog, leak)
- Showers
- Tubs
- Garbage Disposal
- HVAC
- No Hot Water
- Pest/Rodents
- Roof, Window & Sink Leaks
- Continuously Running Toilets
- Smoke detectors
- Electrical work
- Lights
- Drywall repairs
- Doors
- Mold/Mildew
- Smell of gas
- Structure problems
Prioritizing and Handling Maintenance Requests
Among the variety of maintenance issues, the landlord should what the priority should be to assess, address and remedy the maintenance problem. Below is an example of the urgency status of the various maintenance problems.
Examples of High Urgency Requests
- HVAC defect during extreme weather
- Heat not working in Winter
- Electrical problems
- Structural problems
- Water intrusion (leaks from roof, walls)
- Mold
- Heavy objects lose or hanging
- Large holes on premises
- Pest/rodent infestation
- Sharp objects
- Pool problems
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
- Running toilet
- 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
- A draft
- Minor hole in the wall
- Molding or trim needing repair
Landlords should prioritize maintenance requests based on their urgency to ensure the safety and comfort of tenants. High urgency issues, such as HVAC defects during extreme weather or electrical problems, should be addressed immediately to prevent serious harm or damage. Moderate urgency requests, like a clogged drain or malfunctioning appliance, should be handled promptly but may not require immediate action. Low urgency issues, such as minor leaks or damaged flooring, can be scheduled for regular maintenance without posing significant risks. By categorizing and addressing maintenance problems efficiently, landlords can maintain a well-functioning and safe rental property while fostering positive tenant relations.
Effective Procedure for Handling Tenant Maintenance Requests
The landlord needs to have a simple but effective procedure for handling maintenance requests from a tenant. Below is a suggested process of handling repair and maintenance requests.
- Assess
- assess the nature and type of maintenance issue (e.g. does it require a license, non-license vendor?)
- assess the urgency of the repair (low, moderate, high), and
- assess the obligation (tenant, landlord, or non-landlord) of the repair.
- Respond
- On the same day (or as soon as possible given the urgency of the report) as the repair is reported, email (or otherwise communicate with, but it’s better to have an email to prove communication) 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 of the reported maintenance item as well as to have for your records.
- If you can determine whose obligation the repair is from the report and pictures, notify the tenant of your initial determination, but if you cannot make a determination of whose obligation the repair is based on pictures the tenant sent you or based on the report, you need to inspect the property to assess whose obligation it is.
- If you are a property manager, notify the property owner as provided in your property management agreement or operations policy manual.
- 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 when 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 the tenant gives consent to access).
- Be sure to get pictures (and video if needed) of the property conditions when inspection is made.
- Set
- Set the next “due date” in your 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.
When you have a process to ascertain and determine the type and urgency of the reported maintenance and process for handling the maintenance item, you will be better equipped to avoid liability, service the tenant, properly maintain the property, and enforce the lease obligations of landlord and tenant.
In conclusion, effective property maintenance is crucial for landlords to ensure tenant satisfaction, preserve the property’s value, and avoid legal liabilities. By implementing a structured process for handling maintenance requests and prioritizing repairs based on their urgency, landlords can address issues promptly and efficiently. High-priority issues must be dealt with immediately to prevent serious damage or hazards, while moderate and low-priority concerns can be managed within a reasonable timeframe. Consistent communication with tenants and diligent follow-up on repairs further enhance the landlord-tenant relationship and contribute to a well-maintained property.
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