Part of being a landlord is receiving maintenance requests from tenants. These requests can come at any hour of the day, especially in emergencies. 

Understanding how to prioritize rental maintenance requests and handling them properly will take the stress out of making repairs and can also boost tenant retention.

 

One of the most common issues between landlords and tenants concerns property repairs and maintenance requests. When tenants feel that their landlord is not giving them enough priority or ignoring them completely, they are less likely to renew and more likely to cause problems. 

In this blog post, we’re diving into how landlords should handle and prioritize rental maintenance requests to improve tenant satisfaction and maximize their real estate investments. 

How to Prioritize Rental Maintenance Requests

A landlord who has happy tenants likely owes their success to avoiding maintenance mistakes and learning how to prioritize repair requests. Understanding which requests require your immediate attention will keep tenants satisfied and your property in top-notch condition.

Emergency Maintenance Requests (Immediately)

If your tenant calls you with an emergency maintenance request, it should be solved within the next hour or two. These types of requests often put your tenants, their belongings, and your property in danger of damage. 

Some examples of emergency maintenance requests include:

• Flooding
• Fire
• Fallen trees
• Heating or cooling issues in winter or summer
• Gas leaks or smells
• Sewage backup
• A broken window or door that compromises security
• Non-functioning toilet in single-bathroom property

It’s always a good idea to have a list of vendors you can call in case of emergency maintenance requests. Rather than waste time trying to find a repair company, you already have a list on hand. 

High Priority Maintenance Requests (24-48 hours)

When maintenance requests are considered high priority, they should be attended to within 24 to 48 hours. These types of repairs often disrupt your tenant’s life or could put them in potential danger. 

Some examples of high-priority maintenance requests include:

• No hot water
• Broken refrigerator
• Non-functioning toilet in a multi-bathroom property
• Leaky roof
• Broken locks on doors or windows that do not affect security
• Major appliance failure (stove, oven, washing machine, etc.)
• Severe pest infestations (rodents or bed bugs)

Medium Priority Maintenance Requests (2-5 days)

With medium-priority maintenance requests, these can be attended to within two to five days. These are often minor inconveniences for your tenants, but they do not pose a threat to their safety or the quality of their living experience in your rental. 

Some examples of medium-priority maintenance requests include:

• Broken dishwasher
• Clogged drains, but not completely blocked
• Loose handrails or banisters
• Non-severe pest infestations (cockroaches, ants, etc.)
• Heating or A/C issues during mild weather

Low Priority Maintenance Requests (Within 2 weeks)

When a maintenance request is considered low priority, it should definitely be addressed, but there is no rush. Typically, these issues can be repaired within one to two weeks (or even handled by the tenant).

Some examples of low-priority maintenance requests include:

• Dripping faucet or minor leaks
• Loose cabinet doors or hardware
• Burned-out common area light bulbs
• Small cosmetic issues
• Non-essential appliance issues (like a broken ice maker)

How to Effectively Handle Maintenance Requests

Most landlords own rental properties on the side and have full-time jobs or other projects that require their attention. So, it’s essential that independent landlords learn how to organize and handle maintenance requests effectively. 

Create a Streamlined Request Channel

To ensure you never miss a maintenance request from your tenants, set up a designated method for tenants to submit their requests. 

This could include a dedicated email just to receive maintenance requests. Or you can set up an online request submission, especially if you’re using a property management software. 

When tenants move in, instruct them on how to submit the request, what information to use, and provide a timeline for when they can expect the issue to be resolved. 

Now, if your tenant has an emergency maintenance issue, instruct them to call you. They should be able to get in touch with you quickly and without much delay. 

Prioritize the Request

Once you have received a maintenance request, it’s your responsibility to prioritize it. 

If it poses a threat to your tenants’ safety, comfort, or property’s integrity, then it is an emergency or high-priority maintenance request. For requests that impact your tenant’s lifestyle but do not pose a threat, they are likely medium- or low-priority. 

Once you have prioritized the request, you can schedule the repairs and take the necessary action. 

Document the Request

It’s a good habit for landlords to document all of the maintenance requests they receive. It’s even more helpful to create a template where you can fill in the information. 

Some information you should put in your documentation includes:

• Type of maintenance request
• Tenant name
• Property address
• Priority level
• Photos of the damage
• Date and time of request
• Schedule maintenance and repairs
• Date and time of resolved issue
• Cost of supplies and labor

Make the Repair

Some maintenance requests can be handled independently by the landlord, while others require a professional touch. 

Decide whether you can DIY the repair and add it to your calendar for when you plan to go to the property. 

If you require a professional, contact someone on your vendor list and schedule them to visit the property, depending on the priority level. 

Remember to always notify your tenants when you plan to be in the property!

Hire a Property Management Company

The best way to handle rental maintenance requests? Hiring a property management company. 

Professional property managers will receive all of your tenants’ maintenance requests and coordinate the repairs as needed. They use advanced technology to schedule and organize requests and repairs, ensuring no tenant is overlooked. 

Plus, it’s their job to handle these issues! As a real estate investor, you have other things to worry about (and enjoy) in your pastime. 

Say Goodbye to Maintenance Requests with Mainstay Property Management

Are you ready to never receive a late-night maintenance request ever again? 

This is your sign to work with Mainstay Property Management in Laurel, MD, the area’s leading property management company! 

We will take care of all rental maintenance requests and coordinate the repairs on your behalf. That means no rush on your side to jump into action to solve property issues. Plus, thanks to our strategic partnerships, you could save up to 30% on maintenance and repairs! 

Contact us to discover how we can maximize your rental income and free up your valuable time today.

If you enjoyed this article, make sure to read How to Lower Rental Property Maintenance Costs in Maryland, next!