Maintenance Requests (by Leigh [TN]) Nov 9, 2022 5:31 PM|
Maintenance Requests (by Robert J [CA]) Nov 9, 2022 5:35 PM
Maintenance Requests (by WMH [NC]) Nov 9, 2022 6:27 PM
Maintenance Requests (by Dee Ann [WI]) Nov 9, 2022 7:42 PM
Maintenance Requests (by Robert J [CA]) Nov 9, 2022 7:53 PM
Maintenance Requests (by DJ [VA]) Nov 9, 2022 11:43 PM
Maintenance Requests (by DJ [VA]) Nov 9, 2022 11:44 PM
Maintenance Requests (by plenty [MO]) Nov 10, 2022 6:29 AM
Maintenance Requests (by myob [GA]) Nov 10, 2022 6:59 AM
Maintenance Requests (by LordZen [MA]) Nov 10, 2022 6:49 PM
Maintenance Requests (by LordZen [MA]) Nov 10, 2022 6:52 PM
Maintenance Requests (by BRAD 20,000 [IN]) Nov 11, 2022 1:38 AM
Maintenance Requests (by Robin in Texas [TX]) Nov 11, 2022 11:07 AM
Maintenance Requests (by myob [GA]) Nov 11, 2022 12:37 PM
Maintenance Requests (by Linda Walsh [TN]) Nov 11, 2022 1:31 PM
Maintenance Requests (by Vee [OH]) Nov 11, 2022 9:22 PM
Maintenance Requests (by LordZen [MA]) Nov 12, 2022 2:48 AM
Maintenance Requests (by Arlene [MD]) Nov 14, 2022 11:50 AM
Maintenance Requests (by LESLIE [FL]) Nov 15, 2022 4:16 PM
Maintenance Requests (by BRAD 20,000 [IN]) Nov 17, 2022 2:58 PM
Maintenance Requests (by BRAD 20,000 [IN]) Nov 19, 2022 1:43 PM
Maintenance Requests (by LordZen [MA]) Nov 19, 2022 4:39 PM
Maintenance Requests (by Honey [LA]) Dec 6, 2022 10:55 PM
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Maintenance Requests (by Leigh [TN]) Posted on: Nov 9, 2022 5:31 PM
First of all, THANK YOU all for your kind, informative, and helpful answers. We really appreciate you all taking time to teach us, warn us, & encourage us!
Our next question has to do with how do you have your tenants notify you when they have a request for maintenance?
Maintenance Requests (by Robert J [CA]) Posted on: Nov 9, 2022 5:35 PM
By text message, NOT VOICE MAIL. If they need to commit to a text message, it will be short. If by voice, they will talk their heads off for 5 minutes. --47.156.xx.xx
Maintenance Requests (by WMH [NC]) Posted on: Nov 9, 2022 6:27 PM
We use a Google Form feeds to a Google Sheet. --50.82.xxx.xxx
Maintenance Requests (by Dee Ann [WI]) Posted on: Nov 9, 2022 7:42 PM
Because we want to show up prepared, we ask for an email with details.If there's a leak, please tell me where. In the sink. Which sink? Under the sink or the faucet is leaking? Drip, stream, gush.... If it's an emergency a text allowing for a conversation if I have questions that can't be a text. I have no worries about a phone conversation regarding an emergency. With a couple exceptions, my tenants aren't talkers. We appreciate that. --75.11.xx.xx
Maintenance Requests (by Robert J [CA]) Posted on: Nov 9, 2022 7:53 PM
With dozens of "C" class tenants and properties, asking them to describe something, and during what they consider to be an emergency, is like pulling teeth from a crow, not going to happen. They can not get the words out that I can understand. Even when they manage to speak English. Think about it when they speak their native tongue? I understand several other languages but not at 5 words per second and in slang!
One tenant called at midnight saying they have a "flood". I asked where was the flood. They said in the kitchen. I then asked where in the kitchen. They said in the sink. I asked was the faucet leaking or the sink drain. It was the faucet was leaking water and going into the sink. I ask how much water. They said a lot! I asked them to put an empty coffee cup under the faucet and let me know when it fills up. They said that's going to take awhile, like 2 or 3 minutes.
i then went on to explain that this was not a flood or a leak, this is a running faucet that the water then goes down the drain. i do not need to come over now, a 1 AM. Instead I can come in the morning -- so long as you leave the sink drain open.
Then I asked them to text me a message now based on what they know. The next message said, "Robert, kitchen faucet leaking into the sink, water is going down the drain. Please come tomorrow to fix".
And this is what all of my tenants do now. Last message, "Heater no working, may be pilot. You have permission to enter after 9am tomorrow. Shante". --47.156.xx.xx
Maintenance Requests (by DJ [VA]) Posted on: Nov 9, 2022 11:43 PM
A form on my website
or by text or email
It needs to be unwriting somehow --68.229.xxx.xxx
Maintenance Requests (by DJ [VA]) Posted on: Nov 9, 2022 11:44 PM
IN writing --68.229.xxx.xxx
Maintenance Requests (by plenty [MO]) Posted on: Nov 10, 2022 6:29 AM
With not so many property it can be handled one on one. I usually receive a text then I phone them. Sometimes it's all text. --172.56.xx.xx
Maintenance Requests (by myob [GA]) Posted on: Nov 10, 2022 6:59 AM
always call the office. Leave a message.
Also when the mman starts getting "honey do lists" while he's on site he is instructed to tell tenant call the office.
once the item is called in we use a 3W's form. (My own making)
WHO WHAT WHERE
spot for date and return phone number. --108.239.xx.xx
Maintenance Requests (by LordZen [MA]) Posted on: Nov 10, 2022 6:49 PM
WMH do you mind sharing it?
DJ thanks for sharing. --98.216.xx.xxx
Maintenance Requests (by LordZen [MA]) Posted on: Nov 10, 2022 6:52 PM
Dee Ann good questions.
Robert J good way of teaching them, that is great. --98.216.xx.xxx
Maintenance Requests (by BRAD 20,000 [IN]) Posted on: Nov 11, 2022 1:38 AM
A proper lease spells out in writing how you will amd will not accept service requests.
My lease is clear: fill oit tje simple form on our website. No other communication is valid.
The problem is when you get to court the evictee whines “I told him 5 times and he never fixed it”.
You cannot prove someone did not call. I CAN prove when they submitted a Service Request and how we fixed it within 24-48 hours.
In the end, however the tell you, WRITE A WORK ORDER WITH A DATE, and make the repair PROMPTLY. Residents don’t complain to a judge about unlaid rent, the complain about lack of repairs which makes YOU look bad in court.
After the repair, follow up by text and get them to reply as evidence “Joe, the repair says je got your furnace fixed. Is it running OK?” The reply is your evidence your res is satisfied.
Maintenance Requests (by Robin in Texas [TX]) Posted on: Nov 11, 2022 11:07 AM
Okay guys here goes.
I have been beat up by texting. Some of my tenants get into texting wars with me and I am a widow of 10 years and cannot handle it. So therefore I shut down the texting and I have implemented emailing or calling. They can always call and leave a message but it goes straight to my voicemail and then I will respond in a prompt Manor.
Wish it didn't have to be this way but I've had to shut down quite a few people from text. That way does not work for my clientele. Most unfortunate.
I'm always open to suggestions. I'm going to go back and read all of the responses to this topic. What a great topic! Thank you so much Mr. Landlord.
Robin on the beautiful Texas Gulf Coast --64.31.xxx.x
Maintenance Requests (by myob [GA]) Posted on: Nov 11, 2022 12:37 PM
I get you're on your own except for those you gave your number too-- who NOW think they own you.
Go to AARP and get there 25 phone and plan. use that for your business phone.
Get an answer machine and caller ID box. NEVER pick up a phone that you don't know whos on the other end or of anyone not family.
Robin to be FRANK you have tried to take the EASY way out by texting and you have found IT'S NOT. I see so many here using it and cringe.
2nd and even more important then a different phone suggestion.
YOU ARE THE BOSS--YOU ARE THE OWNER. don't take crap from any one-- especially tenants. 3rd your clientele is no different then any others-- if you have the words door mate on your forehead!!!! and take abuse-- then sell cause these sharks smell fear in the water. A few "who do you think your talking to" comments will put you back in front.
GET your butt back in charge. --108.239.xx.xx
Maintenance Requests (by Linda Walsh [TN]) Posted on: Nov 11, 2022 1:31 PM
Non-emergencies report by email.
Emergencies call our office. --97.81.xx.x
Maintenance Requests (by Vee [OH]) Posted on: Nov 11, 2022 9:22 PM
So you wanna know the great thing about texting? The court will hold your phone until the case has settled, sometimes as fast as 12 weeks, so your other customers can send one and you won't get it till 2 months later - great service, right? Use written requests, they can be put on a copy machine and the court and you keep a copy till the case has settled - does that make sense? --76.190.xxx.xxx
Maintenance Requests (by LordZen [MA]) Posted on: Nov 12, 2022 2:48 AM
Vee that is interesting, i was not aware about that, i have a extra phone that is not my personal phone, where i use a google voice line, that is the phone number i give to them, so i think it won't harm me to give them that phone, and i can still see the calls and messages from my computer. --98.216.xx.xxx
Maintenance Requests (by Arlene [MD]) Posted on: Nov 14, 2022 11:50 AM
Since we only have 16 rentals, our families notify us by text or phone call. This has worked for us for the past 10 years or so. But honestly, we have very few maintenance problems. When folks move in the place is like new. Occasionally a leak will occur, or a furnace will go on the blink, but overall we have very few problems. But it is only 16 places. --24.49.xx.xxx
Maintenance Requests (by LESLIE [FL]) Posted on: Nov 15, 2022 4:16 PM
I ask my tenants to text me so I won't forget their request.
I keep their text until the work order that I generate from the text is billed. Works well for me. --65.32.xxx.xxx
Maintenance Requests (by BRAD 20,000 [IN]) Posted on: Nov 17, 2022 2:58 PM
My court will not accept digital evidence, as in a cellphone or CD, or USB memory. Only PRINTED material they can scan into the case file.
With free Google voice I can easily print out the entire conversation or just the latest texts.
We do this from a desktop computer and keyboard but the whole thing also shows on my phone so I can watch for responses when out in the field.
Once they sign the lease we start a new text thread with ALL ADULTS on the one thread. This solves the confusion of spouses or roommates not knowing what we discussed.
Maintenance Requests (by BRAD 20,000 [IN]) Posted on: Nov 19, 2022 1:43 PM
I counsel sooo many LLs who have complaints from residents, bad reviews, or trouble in court due to ONE THING...
slow or no response to service requests.
No matter how you bring in the request, make a note of it for your records and GO FIX IT NOW!
Then document that it was fixed "within 24-48 hours".
Put yourself in their shows - paying good money but having to deal with something broken.
Many people RENT because they want SOMEONE ELSE to take care of the place.
I believe SERVICE is the number one reason for good referrals.
Maintenance Requests (by LordZen [MA]) Posted on: Nov 19, 2022 4:39 PM
Brad that is what i do, i use google voice and text from the commodity of my cellphone or my computer. --98.216.xx.xxx
Maintenance Requests (by Honey [LA]) Posted on: Dec 6, 2022 10:55 PM
Besides everything mentioned here, I would like to add that I specifically mention in our Lease is: Weekends are for EMERGENCYS ONLY! I will explain, if necessary, that if I get a call from a tenant on a Saturday or Sunday, or Christmas or Mardi Gras, it better be something that has to be handled immediately. Otherwise, call me first thing Monday morning or any other day of the week. Telephone calls work best for me. --68.227.xxx.xxx
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