The Maintenance Calling Carousel

Uh oh.

Something just broke… and so the carousel begins.

The resident calls the property manager. But the property manager (PM) isn’t in the office, so they leave a message. Later that day, the manager receives the message and calls the resident back. The resident is at work. The PM leaves another voice message. When the resident gets home from work, it’s already after 5:00. The call will have to wait for tomorrow, and the actual repairs haven’t even been scheduled yet.

[The next day.]

Let’s say this is an ideal world and the PM isn’t busy the next day, and they’re able to make this maintenance call a priority.  The PM calls and is able to reach the resident. They figure out what needs to get fixed and prepare a work order.

The PM calls the service vendor and requests a time the maintenance can be done. Now the property manager calls the resident to figure out dates and times they’ll be home for the repairs be done. Then the property manager calls the vendor back and gives them the dates and times.

[The next week.]

The maintenance is finally completed, and the property manager calls the resident to follow up. The vendor was timely and everything’s satisfactory.

WOW! What a quick repair… right?

Breakdowns in residential environments are unavoidable- the A/C unit goes out, the front door gets jammed, the electric stove won’t work, the sink is leaking, etc, etc, etc. And those are just the easy repairs. No matter the issue, calling to schedule and manage appointments is a necessary evil that wastes time, wastes money, and forces property managers to play middleman, mediator, and secretary all in one.

Shouldn’t there be a better way?

The Better Way of Doing Maintenance