As a landlord, one of your primary responsibilities is maintaining the properties you’re leasing. A successful landlord in Philadelphia or one of the surrounding communities doesn’t merely fix things when they break; they participate in a well-planned system of preventative, routine, and emergency repairs.
You know you’re maintaining your property well when your tenants are comfortable and satisfied and your investment is in the best possible shape. The key here is an ability to handle requests efficiently and with minimal hassle.
Whether you’re renting out one property or an entire portfolio, having a smart and simple repair request procedure in place will help you and your tenants enjoy a better rental experience.
As professional property managers in Northeast Philadelphia, we understand how to streamline maintenance requests, saving time, money, and sanity. We’re here to provide you some expert tips to help you become a pro at property maintenance management.
Establish and Enforce a Clear Maintenance Request Process
The first step to efficient maintenance is to have a clear, structured process in place. Tenants should know exactly how to submit a maintenance request. Whether it’s through an online portal, via email, or even a quick text message, the method should be accessible and uniform across all properties. This clarity and consistency help you manage requests quickly and effectively.
It’s also important that your tenants understand what constitutes an emergency. A fire, flood, sewer issue, or a security problem would require immediate attention. A jammed garbage disposal or a closet door off its hinges probably does not require a middle-of-the-night phone call.
Prioritize Urgency and Frequency
Not all maintenance issues are equal. Some, like a broken heater in the middle of winter, need urgent attention, while others can wait.
Develop a system that classifies requests based on the severity of the issue and the impact on the tenant’s comfort and safety. If a basic repair is going to take a few days to address, let your tenants know. Additionally, consider regular maintenance checks to catch small problems before they escalate.
Establish Clear Communication Expectations
Effective communication is an important part in establishing a smooth maintenance process. In fact, if there was ever a time where over-communication was acceptable, it would be while repairs were needed.
Once a request is submitted, tenants should be notified about the next steps and the expected timeline for the repair. Set up automated messages to acknowledge the request and provide updates, which can save you time and also go a long way in managing expectations and building trust.
Build a Reliable Network of Service Providers
We cannot overstate this: vendor relationships are crucial to the effective maintenance of your investment property.
You can’t manage property maintenance alone.
Develop a network of reliable contractors and service providers for tasks beyond your expertise. Vendors who are responsive, cost-effective, and high-quality are invaluable to both you and your tenants. Regularly review their performance to ensure they uphold your standards.
This is one of the benefits to working with a property management company. You won’t have to establish relationships yourself; we already have them in place. The vendors we work with are licensed, insured, and willing to negotiate the best possible rates because of the volume of work we provide them. It’s difficult for an independent landlord to get the discounts that we do. Think about this when you’re considering whether or not you want to work with a property manager.
Invest in Preventative Maintenance
Preventative maintenance is the best way to avoid emergency issues and keep repair costs down. Regularly service:
- HVAC systems
- Roofs
- Pest control
- Plumbing
- Landscaping
- Appliances
With a strong preventative maintenance plan in place, you’ll maintain the overall property to extend the life of equipment and identify potential problems early.
Leverage Technology for Maintenance Tracking and Reporting
There are numerous software solutions and apps that can streamline maintenance tracking and reporting. These tools can help you manage work orders, track repair histories, and even schedule routine maintenance tasks across your portfolio, saving you time and reducing paperwork.
Technology can also help with communication and responsiveness as well as documentation. When you have a solid system in place, you can communicate easily with your tenants and with the vendors who are responding to your maintenance needs.
Aim to address maintenance requests as quickly as possible. Not only is this important for tenant satisfaction, but it also prevents problems from escalating. Additionally, keep thorough records of maintenance work, including costs, timelines, and the condition of the property before and after repairs. Documentation is crucial for tax purposes and in case of any disputes with tenants.
Educate Tenants on Basic Maintenance Responsibilities
While it might not be feasible to rely on tenants for all repairs, educating them on basic maintenance and care can be helpful. This not only empowers your tenants but can also reduce the likelihood of preventable maintenance issues.
For example, tenants are typically responsible for changing air filters regularly. It may be up to them to change out light bulbs as well.
They have to be aware of what you expect. Make sure you have these conversations before they move in. If you’re expecting them to maintain the lawn, for example, you want them to understand that responsibility and be prepared to maintain it to your standards.
Ask for feedback from your tenants on the maintenance process that you have in place. Whether through a survey or a casual conversation, this input can help you improve your maintenance services and the overall tenant experience.
The key to efficient and effective maintenance management is being proactive, organized, and communicative. By establishing clear processes, maintaining open channels of communication, and making smart use of resources, you can ensure that your maintenance tasks are handled swiftly and that your tenants are happy.
Smart maintenance policies not only help you with tenant retention, they also ensure that the value and condition of your investment are protected. Always prioritize maintenance.
If you’d like some help, please contact us at Innovate Realty. We work with investors of all experience levels in the greater Philadelphia metro area as well as surrounding suburban areas in Montgomery, Chester, Burlington, and Delaware County, to the Delaware River.
