How do Property Management companies Manage MAINTENANCE & REPAIRS

[Heath Sizick]

Tenant satisfaction is directly tied to how well maintenance is handled. In fact, many tenants who move locally cite poor maintenance management as the main reason—they want to feel valued!

Quick responses and effective maintenance management not only solve problems but also show tenants that their home and comfort matter. Owners should have a transparent system to track their spending. A competent manager achieves this with the help of internal staff & vetted, licensed vendors offering cost-effective service.

So, how do professional property management companies handle maintenance and repairs? That’s a key question to ask if you’re considering hiring a property manager.

This post will guide you through the right questions to ask—so you can choose a management company that truly takes care of both you and your tenants.

How does the property manager track incoming resident maintenance requests & the subsequent work orders?

A software solution should be in place here. You want to find a manager with a system that does not allow maintenance requests to fall through the cracks & require multiple tenant requests before the work is done. Ideally, tenants should be able to submit maintenance requests online.

How are after hours maintenance requests and emergencies handled & who handles them?

Make sure it's someone qualified to handle the problem. The last thing you want is an answering machine or someone saying you will have to wait until Monday to get your or your tenants issue resolved.  With the rise of AI, more companies are adopting automated systems to handle maintenance requests.

What system do they have in place to practice preventative maintenance?

Preventative maintenance helps maintain property value by addressing small issues before they become costly problems. This includes a set maintenance schedule & promptly fixing known issues, assuming owners are willing to make necessary repairs. While slumlords may cut corners, successful real estate investors know that sustainable practices maximize property values over the long term.

Do they have their own maintenance crew?

If the answer is yes, are they covered by workers compensation & are they licensed, bonded & insured? Additionally are they available 24/7/365 for emergencies? If no, who does their maintenance - preferred vendors?  Do the contractors carry workers compensation & are they licensed, bonded &insured? Does the management company oversee the contractors’ work for quality, code compliance & cost effectiveness? Some owners like to take the extra step of researching the primary vendors that will be used to make sure there are no red flags.

What rules do they have in place regarding contractors entering occupied properties?

Make sure they have an established policy here. Anytime contractors & maintenance personnel are entering occupied units there is potential for trouble if the situation is not handled carefully.

Do they provide itemized statements with receipts for the work performed?

This adds accountability & transparency to the billing process. You don't want to work with a management company that is unwilling to provide solid documentation of where your money is going.

Do they let tenants perform repairs?

Tenants may do poor-quality work, & their lack of insurance could make you liable for accidents or injuries. To avoid risks like falls, electrocution, or flooding, consider prohibiting tenant repairs in the rental agreement. If you allow repairs, have tenants sign a waiver & ensure repairs are approved by the manager.

Do they allow tenants to hire their own handyman?

This is also inviting trouble, & the rental agreement should prohibit this.

What recurring maintenance tasks (lawn mowing, etc.) do they expect the tenant to perform?

This is not considered a liability hazard although providing these services eliminates the issue of tenant neglect & can improve tenant satisfaction which helps with retention.

What is involved in their process for preparing a property to be re-rented after a tenant has vacated? How long does this process take?

The property should receive standard cleaning, painting, & re-keying, but it’s also a good time to consider improvements that maximize rental revenue. Find a property manager who proactively offers this feedback as needed. Quick turnaround is key, & regular inspections are essential for effective preventative maintenance.

I hope you are gleaning great insights from these posts. Still more valuable information coming...!