MAINTENANCE - Property Management
Work Orders
The quality of maintenance service to residents is a vital aspect of a successful apartment community. A resident's request for service is the single most important responsibility of the property staff. The way in which the request is handled reflects on the entire management staff.
Consistent, professional, and timely maintenance service to residents is the key to positive resident/management relations. The work order is the tool we use to ensure that maintenance work is performed in a timely manner and the information is properly recorded.
1. All work orders must come through the management office. You should never enter a unit without a work order.
2. All Service Requests will be generated by Yardi.
3. Once the work order is completed, a Work Order Status slip is left in the unit signed and dated by the maintenance staff person who performed the work. When leaving the Work Order Status Slip, you should try to leave it in the same place for each Service Request (kitchen counter, etc.) The original Service Request is returned to the management office completed.
4. The work orders are to be picked up by the Maintenance staff three or four times daily depending on average activity on the property.
5. Unless marked "High Priority", the requests should be completed in the order they were received, within one week of receipt.
6. After receiving a work order, the Maintenance staff should gather all of the parts and tools necessary to complete the assigned work.
7. Upon arriving at an apartment to do repairs, the Maintenance staff must knock loudly and soundly on the door. If there is no response within a reasonable time, knock again and announce yourself by saying "Maintenance" loud and clear. If there is still no response, open the door slightly and, once again, announce yourself loud and clear.
8. Upon entering the apartment, again announce yourself and listen for signs someone is in the apartment. If you hear running showers or radios, once again, announce yourself loudly and clearly before proceeding. If for any reason you are uncomfortable about entering the apartment, leave. You should NEVER enter an apartment if a minor child (under 18 years of age) is at home alone.
9. When Maintenance staff is inside an apartment, he/she should hang a yellow tag "MAINTENANCE EMPLOYEE INSIDE" on the exterior of the apartment entry door. This tag will alert everyone that a Maintenance Technician is inside the apartment. Once you have entered the unit, make sure the door is locked to prevent unauthorized persons from entering behind you. When work in the unit is complete, make sure that the unit is secure (doors and windows locked).
10. While performing repairs in an occupied apartment, never:
a) Smoke or chew tobacco
b) Turn on a radio, stereo, or TV
c) Help yourself to food or drink
d) Use the resident's bathroom
11. When responding to a routine Service Request, the Maintenance staff should do a visual inspection of the apartment for such items as:
a) Torn, frayed carpet
b) Faucet leaks
c) Commodes running continuously
d) Caulk, grout in bathrooms
e) Entry door lock operations
f) Smoke Alarm operational
g) Housekeeping issues
h) Odor of Gas
i) Mold or Mildew
This should be used as a public relations tool, not a means of snooping, and any deficiencies should be scheduled for repair.
Unless your workload will not permit it, or the repair would be time consuming, it is permissible to take care of those items and add them to the Service Request. If these or other deficiencies are present, note this on the Service Request so additional Service Requests can be generated to address the problem.
12. Sometimes when responding to a routine work order, the resident may request repairing additional items not listed. Unless your workload will not permit it, or the repair would be time consuming, it is permissible to take care of the additional requests. If the request cannot be handled at this time, the Maintenance Technician should ask the resident to call the office for a new Work Order. Naturally, if the item were deemed an emergency, it would be handled immediately.
13. If a resident stops the Maintenance staff out on the property and has a non-emergency repair request, the Maintenance Technician should politely explain Company policy and ask the resident to make his/her request through the management office. Emergencies would, of course, be handled immediately, but must still be reported to the Rental Office.
14. As a Professional Maintenance person, you should never leave a mess to clean up following repairs. Every attempt should be made to leave the apartment in the same condition as it was found. DO NOT use resident's towels or cleaning supplies for clean-up purposes.
15. Upon completion of each work order, the Maintenance staff is required to accurately and legibly complete the top of the Service Request with the following information:
a) Time. Note start and completion time.
b) Date Completed. Month, day and year.
c) Services. List service performed.
d) Note poor housekeeping.
e) Other noted repairs or damage.
f) Electric or Gas service off.
g) Charges for parts and work performed.
16. Once the form is completed, the Maintenance Staff is to sign the Service Request and leave the Work Order Status Slip. The work order is then routed back to the management office where it will be entered in the management computer system and filed by unit.
17. If you cannot complete a work order, for whatever reason, inform management as to the reason why and give an expected completion date.
PRIORITY SERVICE REQUESTS
18. At times, requests for service by a resident may be identified as a priority. These requests require immediate action and must take priority.
19. Listed below are some situations that may be identified as priority:
• No power
• No water
• No heat (if outdoor temperature is below 55 degrees Fahrenheit, or if health risk is involved)
• No A/C (if outdoor temperature is above 85 degrees Fahrenheit, or if health risk is involved)
• Doors and windows un-securable
• Sewer back-up
• Clogged commode if unit has only one bathroom
• Lockouts (refer to Resident Services/Emergencies Chapter)
• Major water leak or flooding
• Storm damage
• Gas leak
• No Hot Water if over 24 hours
NOTE: Every attempt should be made to complete all Priority Service Requests within 24 hours.
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