Keep Tenants Happy:
SD Maintenance Guide for PMs
Operating rental properties in San Diego comes with great rewards if done right, but also risks and responsibilities. As a property manager, overseeing maintenance should be a top priority to limit liability, keep tenants happy and properties occupied.
This guide will provide key tips on partnering with a reliable maintenance company, managing service requests, tracking issues and preventative maintenance for residential properties.
Find a Reputable Maintenance Company
The foundation of your maintenance program starts with finding a trusted partner. As the saying goes, it takes a village, so having a reliable contractor for on-demand or scheduled upkeep is key. Here’s what to look for when vetting providers:
Experience & Licensing
Make sure any vendors you use are licensed, bonded and insured. Review portfolios and ask for references to confirm they have expertise across plumbing, electrical, HVAC and handyman services. Providers that specialize in property maintenance are ideal to limit coordination across multiple companies.
Availability & Responsiveness
Look for around-the-clock availability to handle both emergency issues and routine requests. Response time when on-site is also vital – tenants will be understandably frustrated if left waiting days for AC repairs during summer heatwaves. Clarify expected timeframes in your Service-level Agreement (SLA).
Pricing & Invoicing
Understand their pricing models – whether service fees, hourly rates or annual maintenance contracts to estimate budgets. Streamlined online invoices that itemize costs are extremely helpful for your own record keeping. Ensure no surprise upcharges or incidentals post-service.
Centralized Tracking
Maintenance teams that provide detailed reports with photos, technician notes, parts used and more allow you to closely monitor issues. This level of tracking helps identify trends to proactively address. User-friendly portals to submit and view request status are a major perk.
Taking the time upfront to carefully evaluate providers will pay dividends through more effective maintenance management down the road.
Manage Service Requests
Handling maintenance requests promptly is fundamental to keeping tenants happy and properties in top shape. Follow these best practices for streamlined service management:
Provide Clear Tenant Guidelines
Set clear expectations by providing tenants guidelines on using the maintenance request process properly – when they should submit emergency vs routine issues, how to describe problems, average response times, etc. Make submitting requests easy through phone, email, portal submissions or chatbots if available.
Triage Requests
Not all maintenance needs immediate on-site attention, so triage requests based on urgency. Categorize issues by severity levels so the most critical electrical outage or AC failure cases during extreme weather get prioritized for faster response.
Assign & Schedule
Route requests to your chosen maintenance company and select appropriate technicians based on required skills and availability. Use any tracking software provided to monitor progress. Follow up with tenants directly with expected scheduling if delays arise.
Document Thoroughly
Keep detailed records of all maintenance requests and services rendered, including conversations with tenants. Before/after photos are also wise to document. This documentation protects you legally if any incidents were to occur related to unit condition and maintenance done or deferred.
Closely monitoring maintenance requests from submission to resolution ensures you offer an exceptional tenant experience while also protecting your assets.
Perform Preventative Maintenance
Being proactive with unit upkeep is infinitely easier and more affordable than dealing with emergencies or deferred maintenance leading to early replacements. Build out a preventative schedule based on recommendations below:
Quarterly Checks
Schedule walk-throughs of all units and buildings at least quarterly. Check for leaky faucets, faulty appliances, pest issues, leaves in gutters and other problems that are quick fixes if caught early but lead to major headaches if left unaddressed.
Annual Inspections
Do full property inspections annually for bigger picture condition tests, safety checks and upgrades. Test smoke detectors, check extinguishers, inspect roofs, replace filters, power wash siding, and handle other standard annual maintenance.
Per Unit Turns
In between tenants is the perfect opportunity for top-to-bottom unit refreshes. Check plumbing fixtures, paint as needed, replace flooring, upgrade lighting and more. Investing in property upgrades prevents more costly deferred maintenance.
Seasonal Considerations
Maintenance needs also shift seasonally in the San Diego climate. Schedule gutter cleanings, landscape maintenance, pool or HVAC tune-ups timed appropriately throughout the year to keep properties in peak shape for tenants.
Staying vigilant through regular preventative maintenance checks, major annual upgrades and unit turns keeps small issues from ballooning into major headaches.
Track Maintenance Logs
Meticulous record keeping is a best practice as a property manager when it comes to unit condition, repairs needed, services rendered, warranties and more. Centralize this information for simplified tracking:
Maintenance History
Document all past issues, repairs, parts replacements and cost. Review this history to identify problem areas that may need proactive attention, warrant reusable parts or require budgeting for future large repairs or replacements.
Work Orders & Invoices
Retain all maintenance request work orders and final invoices from repairs. Cross reference requests to invoices to ensure all issues submitted were resolved. These also come in handy as proof of repairs done if any liability questions arise.
Warranties & Manuals
Make note of all warranties, model numbers and manuals for appliances, HVAC systems, construction materials and more. Properly storing this information aids troubleshooting and ensures you can locate specs when needed for replacements or upgrades.
These logs function as living documents for new property managers taking over assets or reference should legal issues occur. Details also help inform preventative plans.
Conclusion
Taking a proactive approach to maintenance management will lead to smooth operations, improved safety and risk reduction. The above framework , especially when powered by a trusted maintenance partner, sets your portfolio up for long-term success.
Reach out to our team at Octo Property Services you and your team need assistance streamlining your maintenance processes using best-in-class tracking software and experienced technicians!
We manage property maintenance and repair, reducing headaches for owners and tenants!
