Today, Aaron Jopson shares how Beyond PM deals with urgent property maintenance requests and how reacting to urgent matters quickly can build good-will for both tenants and landlords.
Watch the video to find out more.
Transcript for: ‘How to Deal with Urgent Property Maintenance Requests?’
“How we deal with urgent maintenance is really an important part of our service.”
Urgent maintenance is things like burst pipes, back flowing sewerage, all sorts of things that really affect the tenant’s amenity at a home and also will affect damage to the property or cause a hazard of some sort to the tenant.
How Do We Deal With Urgent Maintenance?
So, the way we deal with urgent maintenance is really important because if it’s done really well it will create good will with not only our client and owner but also with the tenant.
So, we want to react and deal with urgent matters really quickly and really focus on the way we communicate with all the involved parties.
So, when we have an urgent request come in from a tenant we have to act with some level of empathy and concern and make sure that we give them the comfort that we are dealing with the issue immediately.
How Do We Communicate With Our Clients?
When it comes to an owner-client, we need to get on the phone, we need to communicate really quickly about what’s going on and seek their urgent instruction.
No matter what time of day or night these issues need to be dealt with in their best interests.
Of course, cost is always a concern, particularly after hours but that is where we need to manage the expectations on our suppliers and our trades to make sure they are dealing with the issue as promptly and as a cost effectively as possible.
Last but not least, we really need to question the tenant about the level of urgency – Is it required right now, is there things we can do to put in a stopgap for the next morning or after the weekend if at all possible.
Just to help deal with the issue quickly and expediently but also manage costs.”