Because we've been a property management company in Nashville with over a decade of experience, we understand how crucial it is to have an efficient system for handling maintenance requests. If you own or manage multiple rental properties, all of the maintenance requests can become quite overwhelming if you are not properly equipped to handle them. By having systems in place that allow you to tackle these requests in an organized manner, you will make life easier for yourself and your tenants. If you are a landlord looking to streamline your maintenance request process, read along for some of our top tips for handling them like a pro.
Establish Clear Communication Channels
Setting up clear communication channels is the first step in streamlining your maintenance request system. Your tenants should have multiple points of contact when they need to submit a request. It is wise to provide them with a phone number, email, and an online portal to ensure maximum accessibility. If you are a landlord who handles everything themselves, you may want to direct them to use email or an online portal rather than your phone number for normal maintenance requests. It can become overwhelming and even annoying at times if your phone is buzzing 24/7 for maintenance requests. By directing them to email, you will have everything documented in writing, and it allows you to check the requests at your own time. You can reserve your phone number for emergency requests only. There are some issues that need to be handled as soon as possible, and contacting you by phone is often the quickest way to reach someone.
Implement a User-Friendly Maintenance Request System
As mentioned in the previous section, implementing an online portal is a great way to improve your ability to handle maintenance requests efficiently. Having an online portal allows tenants to log in and submit requests at their own convenience. This also logs a digital record of every maintenance request, keeping your system as organized as possible. At RENEW, we have been using an online portal system for years. We manage hundreds of properties in the Nashville area, and the portal system has made life easier for us and the tenants. We encourage you to do some research and find an online system that works for you
Prioritize Urgency
For organization purposes, it is best to categorize maintenance requests into different levels of urgency. For example:
- Emergency: Attention is required immediately. This should be reserved for large active water leaks, gas leaks, etc.
- Urgent: Attention is required soon, but not quite an emergency. This category is for things like HVAC issues in the summer, water heater issues, etc.
- Routine: Attention is not needed soon. This is for cosmetic issues, lawn care issues, etc.
By breaking down your maintenance requests by levels of urgency, you can more efficiently tackle the issues based on how critical they are. Doing so will help ensure both tenant satisfaction and safety.
Document Everything
It is vital that you are documenting every single maintenance issue for your properties. Maintaining a detailed record of all maintenance requests, repairs, and expenses. Doing so will allow you to have a better grasp on the maintenance history of each property and the common costs for each issue. As a property manager, we make sure to keep everything organized and documented so that we can stay on top of everything.
Build a Reputable Network of Vendors
Building a reliable network of vendors is a critical component of streamlining your maintenance request system. You should have at least one reputable vendor for each of the common trades in your contact list. Consider some of the following:
- General Contractors
- Plumbers
- HVAC Technicians
- Electricians
- Roofers
By developing a trusted relationship with your vendors, you will likely be able to get better prices and shorter lead times on maintenance requests. If you use the same vendors regularly, they will be more eager to handle your requests and take on more responsibility. It may be wise to have a back-up vendor in each trade in case your primary vendor cannot handle the job as quickly as you'd like.
Preventative Maintenance and Routine Inspections
It is wise to create a schedule for routine maintenance inspections/tasks such as HVAC servicing, pest control, gutter cleanouts, etc. Doing so will typically save you time and money down the road by preventing larger issues from arising. Preventative maintenance will extend the lifespan of many of your property's systems and reduce big repair costs. Even if nothing is currently wrong, doing routine maintenance inspections will help you keep a good log of what types of issues are common for each property. On top of that, your tenants will feel more comfortable knowing that their home is being checked up on every so often.
Set Clear Maintenance Responsibilities for Tenants
When drafting your lease, it is very important to clearly state what responsibilities the tenant has to maintain the property. Tenants are typically responsible for things like lightbulbs, cleaning, and sometimes lawn care. On top of that, if there are any appliances that the landlord is not responsible for maintaining, that must be stated in the lease. Doing so will reduce miscommunications and help keep everyone on the same page.
Seek Tenant Feedback
One of the most important things you can do to improve your maintenance request system is to ask the tenants for feedback. Encourage them to leave feedback by sending them a quick survey after completing one of their maintenance requests. Ask them about their experience with submitting the request, how quickly it was handled, and their encounter with the vendor. This type of feedback is crucial when trying to figure out what you are doing right, and what you can improve on. Utilize their input to consistently improve your systems over time. No system is 100% perfect. Find what works best for you and for your tenants to improve everyone's quality of life.
Bottom Line
In order to handle maintenance requests like a pro, you must have clear communication, organized systems, and a proactive mindset. Make sure to follow up with tenants about their experiences and don't forget to perform routine inspections to have a consistent grasp on each property's condition. If this sounds like too much work for you, and you're located in the greater Nashville area, reach out to us! We have been a Nashville property management company for many years, so we developed a streamlined system for handling maintenance requests. Choose RENEW, and you can be certain that your property is in good hands!
