Property Management – property management companies, landlords or property managers – When you’re not available by phone, make sure that you have some type of answering or paging service available at all times. You also should provide all tenants with a Maintenance/Repair Request form. Include several copies in the materials provided when tenants move in and make additional forms readily available to your tenants. You should complete the form for all telephone requests. Make sure that the disposition of the problem is indicated on the form, which you should file in the tenant’s records.
Property management companies, landlords or property managers – Respond promptly to all complaints. You may want to verbally follow up and then provide a written response. For personal security and safety problems, you will want to get the repairs completed immediately — it may even require that you use a 24-hour repair service. As a rule of thumb, you should generally attempt to get the work done on problems that are major inconveniences to the tenant within 24 hours, and less serious requests within 48 hours. Because state and local laws may vary from place to place, be sure that you are familiar and comply with the laws and ordinances for your local area.
In property management, it is important that property management companies, landlords or property managers take action promptly to address the tenant’s requests. In some cases the tenant may be entitled to withhold rent and you could be held accountable for personal injuries as well.
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