Topic: What is a Reasonable Time to Repair?

We've had so many maintenance tech problems with one of the properties I oversee where by the time they are fired (6 in one year), we discover a lot of work orders were not completed. Usually a month before we find out something hasn't been done.

Then, the tenant wants compensation for their "loss," such as the money the spend drying clothes when their dryer was repaired.

What type of policies do you have for reimbursing tenants or do you reimburse them at all?

What do judges think is a "reasonable time?"

Do you have an Emergency maintenance Response Procedure? This type of policy outlines what is an emergency and what is not and identifies the amount of time it takes to make a repair. This policy should also tie into the lease verbiage that will hit on this point. The policy/lease should also specify the Resident's responsibility in reporting a problem that has NOT been addressed yet. In addition, your property management software should have a work order system which can send the resident an email once a service request has been put into it and it will send an email once the work order has been entered as "Complete." Finally, our Lease will state we are not responsible for compensating for "losses", that residents must obtain and keep Renters Insurance, etc.

In my experience though, I offer "goodwill gestures" which may compensate residents in some instances (although I don't HAVE to do this.) This I have done in cases where there was a work order placed for a furnace check because the heat bill was way out of normal range. If our techs say "nothing is wrong" and the problem continues, if a problem is actually a mechanical problem the tech should have found and fixed, then I do offer an offset. The amount is based on calculating costs per day, etc. Sometimes, especially when Management knows there has been instances where we could have done, should have done, and dang well have to better, it just makes my relationship better with the Resident. When your residents know you understand their situation and can respond in acknowledgement, it just increases the chance the person renews or at least doesn't post that "Sandy doesn't give a S*%t about us!" on Google.

I'm looking for what a judge would consider a reasonable time. My reasonable time is 2 business days. However, when we have a tech not doing their job for a month then another month catching up with the new tech, we start getting the emails "I want compensation for not getting it repaired in a timely manner."

Has anyone been to court with a tenant and found out what a "timely manner" could be? I think 2 weeks maximum. Or, could 30 days be timely for non-emergency issues?

Thanks Mindy!!!

Gotcha, but that is what I mean - if it's in your lease, I don't worry about what a judge would rule. In our Lease, we state we are not responsible for personal loss, and for non emergency repairs, it is 30 days, including when someone moves in and is not happy with something for whatever the reason. It usually doesn't take 30 days, but in Student Housing it could if there are 500+ move ins in one month.

As far as a Maintenance Tech who doesn't so his job and delays repairs, aren't you only obligated to remedy the situation as quickly as you can once you know about the problem? I've only had one instance where it got nasty and I told the Resident about the Lease and stated he could happily put his rent in escrow until the problem is fixed. The resident realized we were doing everything we could to help fix the problem, we hired the contractor to do the work, and that was the end of it. It only took a matter of four days once I was made aware of the problem.

Is it all that different in your state?

I've just been through so many techs this year and it usually takes about a month to figure out they are not doing their job. Personally, if I called and said my dishwasher is not working and no one showed up in 3 days, I would call to find out why.

It seems everyone is too busy to follow up to why no one came until about 3-4 weeks later. We rarely get a call that something hasn't been done within a short period of time. That could also say something about their expectations of our service, as well.

Then, we get the call 3-4 weeks that something hasn't been done and they expect us to give them a rent concession. If the manager followed up, like she is supposed to, this wouldn't happen, either. So both team members are dropping the ball on customer service.

I'm hiring a new manager, as well.