How to handle maintenance requests

Ask tenants to send every request the same way, in writing and with photos, instead of calls and scattered texts. You get a dated record, the details you need to send the right person, and nothing gets lost.

Your state or city may set how quickly some repairs must be made and what counts as making a home unlivable. Learn those rules, and tell tenants who to contact in an emergency.

• Emergency (same day): gas smell, flooding or major leaks, no heat in cold weather, no water, sewage backup, electrical hazards, a broken lock or door that leaves the home unsecured.
• Urgent (within a few days): a broken refrigerator, air conditioning in hot weather, a toilet that doesn't work when it's the only one.
• Routine (scheduled): a dripping faucet, a sticking drawer, a burned-out light.

1. Acknowledge the request the same day, even if the fix takes longer.
2. Send the job to your own handyman or a qualified local pro, with the photos and the tenant's availability.
3. Give the tenant notice before anyone enters, as your lease and local law require.
4. Confirm the repair is done, with the tenant if possible, and close the request.
5. Keep the invoice with the request for your records and taxes.

Seasonal checks catch small problems early: change air filters, test smoke and carbon monoxide detectors, clean gutters and look for leaks under sinks. Small fixes now cost much less than emergency calls later.