What work flows are Property Managers using for Tenant Issues?

Question

I saw a post before about how the PM "dropped the ball" on a leak in a sink(gonna cost some $ to fix of course) and I cant help but think that situation is going to turn into a typical "he said-she said" between all the parties involved. My guess is property owner is gonna get stuck. Without a clear conversation timeline, it is hard to say when or even how the PM was notified. I was wondering what workflows property managers are using to keep both the property owner and the tenant up to date on the status of the issue?

In my opinion, if all tenant/PM interactions happen in one place, then the reporting of the issue to both PM and tenant as well as the responsiveness of the PM are very easy to follow.

Robert Biggerstaff · Answer

Email is great for accountability

Marcia Maynard · Answer

Documentation is key.  We provide multiple avenues for tenants to report problems or make requests, because we don't want there to be any barrier for tenants to inform us of important things in a timely manner. Tenants can call, text, write, email, or talk with us in person if they see us at the property. Whatever is the most convenient for them. But we prefer for urgent needs that they call or text us. Note: We require formal notices, such as "Notice to Vacate", in writing on paper with their signature and the date.

Once we become aware of a problem, or a maintenance/repair need, we ask a few important questions and create a written record of our own.

• What's the problem?
• When did the tenant first notice the problem?
• When did the tenant inform us of the problem and how?
• When did we respond and how?
• When did we address the problem?
• What did we do to resolve the problem?
• What was the final outcome?
• Customer satisfied?

We back up all of our operations with a strong rental agreement, tenant correspondence files, and property unit files. We do periodic maintenance inspections. Preventive measures are best. This requires hands on work at the property and keen observation. We do this ourselves, as we a small operation of only 17 units, but this task could be delegated to a responsible party. If I were working with an outside property management company, I would require at least the same kind of documentation as I require of myself.

Also, you've only communicated when you know your communication has been received. So require all parties to acknowledge receipt of the communication. On sensitive matters, follow-up with written communication to memorialize verbal communication.

Douglas Petrie · Answer

@Robert Biggerstaff  Email Definitely is one way, usually emergencies come in via phone calls. So maybe an email after the issue is reported by phone would work too. This way there is a receipt, but I would expect the average person would forget to send it....