Knowing the Difference between a Routine and an Emergency Maintenance Request

Knowing the Difference between a Routine and an Emergency Maintenance Request

Being a responsible property manager means responding to your tenant’s emergency repair and maintenance requests promptly.  Every property manager’s priority is to keep the property in its best condition to make sure their tenant is happy and satisfied. This will add value to their stay and urge them to stay longer.

But when they make these requests, how would you classify if it’s an emergency repair or a maintenance request? Knowing how to respond to each of this type of maintenance request will not only save you money but improve your tenants’ satisfaction rate.

What’s The Difference between Emergency Repair and Maintenance Request?

Tenants should also be aware of what type of request they will send to you. Some tenants think that all requests they make are emergencies. Both of you should have a clear understanding of what is an emergency repair and maintenance request. This way, issues like the doorknob is broken or the toilet is not flushing is categorized properly and necessary actions are done. This will also save you time as you know what is a priority issue and a need for a contractor to be dispatched.

Routine/Non-Urgent Maintenance Requests

Routine maintenance requests are issues that are non-urgent and can be handled during normal business hours. Routine maintenance issues can include:

  • Slow-draining tub or sink
  • Running toilet
  • Backed up shower diverter
  • Blinds won’t open/close properly
  • Burner on the stove isn’t working

Because these issues don’t threaten the health or safety of your tenants, there’s no need to treat them like an emergency. You’ll want to get them taken care of quickly, but there’s no need to deal with them immediately or outside of your normal business hours (so if a tenant calls at 11 p.m. and wants someone to fix their blinds, don’t worry — it can wait until the morning).

Emergency Maintenance Requests

Emergency maintenance requests are the maintenance issues that can place your tenants in harm’s way — and they need to be dealt with immediately, whether they happen at 2 p.m. on a Tuesday or 2 a.m. on a Saturday. Emergency maintenance issues can include:

  • Flooding
  • Fire
  • Inoperable windows (which could prevent the tenant from escaping in an emergency)
  • Broken or inoperable door locks
  • Gas leaks
  • Electrical issues

If your tenant makes you aware of any of these issues, it’s imperative for you to deal with them immediately and ensure your tenants are safe.

Final Thoughts

There are more which can be added to this list. As a responsible property manager, you have to make sure that your rental property is habitable and should check your local requirements of what that means. You should prioritize any maintenance requests that can cause any health and safety concerns as well as damage to your property.

Routine maintenance inspection of the property at least every 6 months can help lessen the unexpected tenant calls. Be mindful of the changing season too. For example, in the winter seasons, inspect doors and windows seals properly and that your property sidewalks are safe.