Every owner needs to know how to save THOUSANDS of dollars in repairs!
Over the years, I have developed a Tenant Troubleshooting Guide. When a tenant requests a work order, they are instructed to consult our Troubleshooting Guide. When they email or call us with a work order request, my staff is trained speak with the tenants to seek out the RIGHT information. In order to properly process a work order and possibly save our owners money, we try to glean as much information from the tenant as possible. We try to found out:
- If the work order is the responsibility of the owner, HOA or tenant
- If the work order is a VALID and that every avenue has been exhausted prior to submitting the work order to a vendor
- If the tenant is aware that if the work order is NOT a valid request (for example the reset button just needed to be pressed on the garbage disposal) that the tenant will be responsible for the cost of the work order.
- If the work order is due to tenant damage or neglect, the tenant understands that they will be responsible for the cost of the work order.
We are VERY transparent with the tenants, our vendors have been properly vetted prior to using them and our tenants understand that the vendor will get to the truth of the matter! In this way, there are no surprises when the plumber calls and says that a toy was flushed down the toilet and caused the back-up. Although the tenant is obviously hoping that we don’t find out, when we are told that a repair is the responsibility of the tenant then it becomes our responsibility to follow through with the owner, tenant and vendor to get restitution for the owner. Our tenants (generally) understand that when we walk through the process of the Trouble Shooting Guide with them, we are doing our best to make sure that they aren’t charged for a work order unnecessarily. We do take a proactive approach to work order processing for our owners – the tenants also reap the benefits as well.
Here is the link for my Troubleshooting Guide https://wcm.hoa-websites.com/trouble-shooting-guide Check it out! It is given to every tenant at move-in and given again at renewal and given again if they say they cannot find they copy. It is the first line of defense in keeping those vendor costs down for my owners!
Denise Helbig, President, Westcoast Management and Realty, Inc.