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
