Let’s talk a little more about setting boundaries, I asked you 3 questions in the last email. Let’s talk about the second question.
Do you have after hours emergency protocol?
One of the most common reasons a tenant will contact us is to report a maintenance issue. Tenants almost always want their maintenance issues handled immediately. Some will insist that their issue is an emergency. In all of my years of being a property manager, I can count on one hand the number of actual emergencies that I have received.
MAINTENANCE PROTOCOL
I should start by asking if you have a protocol for reporting maintenance issues? You should have a specific step by step process.
It can be as simple as:
- Take a picture of the issue when possible.
- Please be able to fully describe the issue.
- Text the picture and a complete description of the issue to INSERT NUMBER.
AFTER HOURS EMERGENCIES
You should also have after-hours emergency protocol. First, define what constitutes an emergency for you for various situations. At what temperature does lack of heat become an emergency for you? That answer will be different for everyone. Same for air conditioning. You will need definitions for plumbing, roof issues, etc. Provide your tenant with your protocol for reporting maintenance issues and how to elevate them to an emergency.
Be sure and explain how the service will work. For example, do you call the contractor or do you give them the number and have them schedule it?
I would strongly recommend that you have a check list of common things the tenant should check before calling a professional. No power in the bathroom receptacles? Is the GFCI tripped? Is the breaker off in the panel box?
You can go to Google and literally provide a quit checklist of common solutions to possibly help solve the problem more quickly and without a charge to you.
HELP THEM HELP THEMSELVES
No one likes feeling helpless and tenants are no different. Give them the tools to help solve their issues. If they know how to report a problem, you will both have peace of mind.