Maintenance Apartment Entry Policy

Modified on Thu, 17 Apr at 8:52 AM

Purpose (Why we do this): 

To accurately track the service request from the date it is submitted through the date it is completed and to identify who completed the service. This is also in place to ensure superior customer service is being provided throughout the service request lifespan.

Policy (What you're supposed to do): 

To maintain accurate documentation of service requests, maintenance staff must consistently sign out both paper copies and digital copies of incoming requests, and file accordingly.   The maintenance personnel that perform the requested work is responsible for completing the service request.   Service requests can be submitted by telephone, email or in person as a courtesy to the resident during normal business hours. Service requests should be completed within 24 hours of receipt, but the ultimate goal is to provide same day service.

Procedure (HRA Way!): 

Assign the Service Request: 

Performed by the Maintenance Supervisor at the beginning of the day. 
Entrata Dashboard -> Maintenance -> Assign Work Orders 
Each service request and make ready must be assigned to the team member who performs the work. 
Print the open service requests for the team members to schedule their day and remain productive 
This process should be completed several times throughout the day to ensure all service requests are met in a timely fashion.  This should be completed by the maintenance technician who has completed their assigned service requests.

Completing Service Request: 

Service Requests should be completed within 24 hours of the submitted time and date.  If the service request cannot be attended to or completed within 24 hours, the resident must be informed by the maintenance supervisor or office team.
Before entering an apartment, the maintenance technician must knock 3 separate times on the front door announcing "Maintenance" or "Management". After 3 knock attempts, the maintenance technician may enter the apartment. The 3-knock policy also applies to entering a bedroom/bathroom.
A door tag should be left on the doorknob/door clip to notify the resident that a maintenance technician is in their apartment.
If the resident is home and unlocks the door for entry, maintenance should go straight to the problem area and perform the work requested in the service request. If the resident is not home, the front door should be locked after entering the apartment.
Do not touch or use any of the resident's belongings that do not pertain to your work (e.g., paper towels, toilet paper, cleaning supplies, pens, paper).
At the completion of the work:
- Return lights and thermostats to their original setting if they were used during the service.
- Clean your workspace. Never leave a mess or disturb personal belongings.
- Ensure you lock the door and retrieve the door tag when leaving.
Return a copy of the completed service request to the leasing office.
The designated team member documents the steps performed, closes out the service request in the property management software and ensures the resident receives notification that it has been completed.
No service request is completed until all aspects of the requested work are finished. If parts are needed, or delays occur, the request should remain open with necessary notations until complete.

Service Request Follow-up: 

Follow-up calls must be made within 24 hours of completed work being completed, confirming the quality of work and ensuring all needs have been met. 
Maintenance Survey Results with a 3-star result or below should be followed-up by the Maintenance Supervisor to remedy the issue. 
If a customer is unsatisfied with the completion of the service request, the maintenance team should communicate the issue, the steps they have taken to resolve the service request, and relay all documentation to their property manager at the morning team meetings to determine if an above and beyond or other solution is available to resolve the matter.

Urgent/After-Hours Requests

Refer to On-Call Responsibilities and Maintenance Emergencies.

Last Update 9/19/2024

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