Issue Handling Procedures

Caretaker's procedures for evaluating and responding to maintenance issues.


Caretaker evaluates the urgency and threat level of issues as they are created and determines the best response to a maintenance issue using a three-phased operating procedure.

  1. Evaluation to determine response
  2. Provide troubleshooting guidance
  3. Dispatch service

Evaluation

Issues are classified based on the type of care required and level of urgency.

Issue statusExplanation
Service soonNotable deterioration
ServiceNon-functioning
Out of scopeMajor repairs and cosmetic issues

Service soon

This means that an essential part of the home is degrading quickly (beyond normal wear and tear). A major repair could be avoided or minimized by by setting up and managing a course of preventative care with the appropriate provider.

An inspection and ongoing service contract with the appropriate licensed provider is recommended.

Service

This means that an essential part of the home is broken. It may also indicate a health and safety hazard.

Safety hazards

  • Local building code violations
  • Structural hazards like decaying, structural wood or fire risks from faulty wiring - even if not in the local building code

Essential services

  • Shelter from external elements
  • Pests are not living in the property
  • Locking doors and windows
  • Heat when it’s below 55 degrees Fahrenheit outside
  • Cooling when it is above 90 degrees Fahrenheit outside
    • Electricity
    • Plumbing
  • Running hot and cold water
  • Waste removal
  • Potable clean drinking wate
    • Smoke and carbon monoxide detectors

Out of scope

Cosmetic issues and major repairs are both outside of the scope of Caretaker Maintenance.

Cosmetic

Examples of cosmetic issues are stains in a bathtub, small cracks within tile flooring, loose exterior siding, paint chips or pin size holes in the walls, or carpet stains. They don't require repair but should be tracked. These issues are also relevant for the purposes of security deposit claims.

Major repair

Major repairs cost more than $1,000 to resolve. This can include everything from boiler replacement to a roof replacement or pervasive, structural mold growth.

Troubleshooting guidance

We provide tenants with troubleshooting instructions, supplies, and background information as much as possible - regardless of the way that we classify and respond to the issue.

Service coordination

If an issue is evaluated as requiring service - and troubleshooting didn't resolve it - then a provider from your team is requested.

We determine the correct type of service to order and the price range using rules that are built into our dispatching system.

In the case of emergencies, the provider on your team will be dispatched initially. If they aren't available in the required time frame then a 24-7 provider is ordered.

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