CHECKLIST: SERVICE REQUEST POLICY COMPONENTS

• Office hours for accepting requests
• Availability of service at night, during weekends and on holidays
• Emergency telephone numbers to call when the site office is closed
• Indicate what constitute an emergency request versus a standard maintenance request
• Define circumstances in which residents should call the emergency number
• Documentation procedures
• Instruct residents to make requests using the standard service request form available online or in the management office
• Residents should not report situations to maintenance technicians, and all requests should be thorough to assist maintenance staff in addressing the situation effectively
• Guideline for billing residents for damage
• Communication process
• Define standard response time
• Ensure compliance with permission to enter (PTE) laws.
• Resident retention consideration
• Provide instructions for common service requests
• Follow-up to determine satisfaction and inquire about additional needs
• Personalizing the maintenance team with cards identifying the name of the team member who completed the work