TOPIC: Scheduling work order and unit turnover for maintenance staff

Scheduling work order and unit turnover for maintenance staff 6 months 1 week ago #17815

I have 2 full time maintenance staff that do all work orders and the unit turnover for 150 units. We do not outsource any of the work and they are allowed overtime. What is the best way to schedule time for work orders and unit turnover. Some Work orders are not being worked on in a timely manner and then upon final inspection of unit turnovers, items are overlooked.

Does anyone have a schedule that they have the maintenance staff on so that both current tenant work orders are done in a reasonable time and my units turnovers are done?

Scheduling work order and unit turnover for maintenance staff 6 months 6 days ago #17825

Erin, what is your current system and process for tracking work orders and turns?

Scheduling work order and unit turnover for maintenance staff 6 months 6 days ago #17826

For my 1.79 cents worth (Feel free to round up if you would like :-)

On site I tend to keep the mentality of "let's make a plan that will change with the situation". By that I mean that the scheduling is kept to a priority first basis with flexibility built in. My guess is that you are already doing this and are looking for more guidance.

As Mike Tyson used to say "Everyone has a plan until they get punched in the mouth!"

As priorities change, any plan or schedule gets redirected at first "punch". Emergency Service requests always take priority, even over pre-leased apartments due to the potential life safety issues. Beyond that the most important part of scheduling is communication.

This implies that all members of the staff have a clear goal of the objective for the day/week/month, and are continually updating their individual work to meet those goals. Since both the office and maintenance staff are working towards the same goals and priorities change both the office and maintenance need to communicate those changes in timeline, supplies, budget, locations, etc...

The times that produced the most frustration and trouble was when technicians had a plan to paint in one apartment, and the office wanted to show another apartment so it needed to be refreshed while a pipe blows in a third unit without clear communication as to what will happen when.

Hope this is of assistance....
  • Paul Rhodes
  • Paul Rhodes's Avatar
  • Posts: 26
  • Thank you received: 23
  • Karma: 6
The following user(s) said Thank You: Jay Koster, Erin Magee

Scheduling work order and unit turnover for maintenance staff 6 months 6 days ago #17827

As a side note, it's funny you quoted Mike Tyson because we scheduled a post for Monday relating to an upcoming webinar using that same quote! What a coincidence.

Scheduling work order and unit turnover for maintenance staff 6 months 6 days ago #17828

Erin,

It's difficult to schedule work orders, as you can't really predict when they'll come up... for turnovers, I do have a system, though. Every Monday morning I give maintenance an updated turnover schedule. It lists all upcoming move-ins (unit#, size, move in date) on one side, and all vacant unleased apartments on the other. They then schedule the turnover to be completed 3-4 days before move in, so there's time for our cleaner and carpet shampoo company to come in after them. Work orders just come in throughout the day, and one tech will stay in the apartment doing the turnover, and the other will go and finish the work order. We typically complete all work orders the day they are received, unless it comes in after about 3:30-4:00, depending on what needs done. Those work orders are then schedule for completion the next morning before anything else. Hope this is helpful.
  • Julia F
  • Julia F's Avatar
  • Posts: 40
  • Thank you received: 7
  • Karma: 5
The following user(s) said Thank You: Paul Rhodes, Erin Magee

Scheduling work order and unit turnover for maintenance staff 6 months 6 days ago #17829

I input work orders into our management system, print out and give to our maintenance. I dont get returned sheets right away if the work is done.

Scheduling work order and unit turnover for maintenance staff 6 months 6 days ago #17830

Yes I need a new plan to communicate between maintenance and the office. As the neighborhood has changed with rent going up, current tenants are expecting a lot more in terms of service right away. I do need to figure out the goals between office and maintenance.

Would 48 Hours be too long for non-emergency work orders to be fixed, if we do not have to place special orders? I feel like this would give us plenty of time, and work around any emergencies as our buildings are from 1929.

Thank you for the input.

Scheduling work order and unit turnover for maintenance staff 6 months 6 days ago #17831

I've found that the frustration for residents over non-emergency service requests is the lack of communication. If the resident is left with the feeling of "When are they coming?" or "Did they even get the message?" than 48 hours is too long.

Instead, if the resident can receive some form of communication (personal call is better than an email or text) letting them know that a technician will be there on "X" day that frustration will be alleviated. In addition, the staff member can ask the resident for more detail(s) which will reinforce that we are truly interested in the issue as well as speed up the overall request completion time.

The other benefit of this process will be the unintended consequence that your office staff will HAVE to talk more with maintenance to ensure that unrealistic promises are not being made to residents!
  • Paul Rhodes
  • Paul Rhodes's Avatar
  • Posts: 26
  • Thank you received: 23
  • Karma: 6
The following user(s) said Thank You: Erin Magee

Scheduling work order and unit turnover for maintenance staff 6 months 6 days ago #17832

Brent Williams wrote:
As a side note, it's funny you quoted Mike Tyson because we scheduled a post for Monday relating to an upcoming webinar using that same quote! What a coincidence.

Great minds think...
  • Paul Rhodes
  • Paul Rhodes's Avatar
  • Posts: 26
  • Thank you received: 23
  • Karma: 6

Scheduling work order and unit turnover for maintenance staff 6 months 2 days ago #17841

That is exactly how we do our work orders and make readies!

We have tried many different ways but this one works the best for all.
  • Sara E. Meador
  • Sara E. Meador's Avatar

Multifamily Discussions

More Topics »