TOPIC: Scheduling work order and unit turnover for maintenance staff

Scheduling work order and unit turnover for maintenance staff 9 months 5 days ago #17845

My friend, Paul Rhodes is on point about communication. Leasing and management need to have a clear understanding of the workload faced by the maintenance team, and not make promises that cannot be kept. I like to have a 10 minute "toolbox" meeting first thing in the morning with the maintenance team. We line out the day with what work we know needs to be done. We also talk about the leasing activity that happened the day before, and discuss if any parts or supplies need to be ordered. Be sure to limit this to 10 minutes, or you will find time is being wasted with chit-chat. I used a kitchen timer for this purpose. When it dinged, we were done.

Office personnel need to be careful what they say to residents, and properly set expectations. To say "I'll have someone over after lunch" means the resident expects them at the apartment home at 1:01 PM. Instead, say that the maintenance tech will by at their home before 5 PM. Of course, if an emergency arises, the office team MUST call the resident and let them know of any delays. Always quote the latest time the technician could arrive. When they are early, the resident is pleasantly surprised.

One other idea to help with scheduling is to stagger maintenance days and hours. By scheduling one maintenance tech to work Tuesday through Saturday, you eliminate over time for a Saturday call out. If they are not busy with service tickets, they can work on make readies.

You can also schedule one tech to work 8 - 5, and the other to work 9 - 6, or even 10 - 7. Most residents come home after 5 PM, and that's when they find that the A/C is not working. Having a tech working normal hours until 6 or 7 PM again controls OT, but also provides a higher level of resident service, resulting in better resident retention and word of mouth advertising.
The following user(s) said Thank You: Paul Rhodes

Scheduling work order and unit turnover for maintenance staff 9 months 5 days ago #17850

All great comments - however in 30 years of balancing the turnover workload and day to day work orders I have a couple of tips to pass on:

1. With residents permission (of course) ALWAYS perform a PRE-INSPECTION about two weeks before the actual move out. This gives you a full two weeks to order large ticket items (flooring or blinds etc) and also enables you to assess what work is required by in house staff. After some time you will be able to walk in and say "barring unexpected or unforeseen issues, this turn should take my maintenance person 7 - 8 hours". Immediately put this turn on your Turnover Schedule, assigning it to a specific employee.

2. What works really well is to whenever possible divide the work up in either one of two ways.A. split the property into sections what comes in from one section goes to that employee who has been assigned that section. Recognizing that overlapping and coverage in cases of emergency always take precedence assigning one person to that section gives immediate ownership and responsibility to that employee - great motivator.B. If you have two maintenance personnel Assign one to only turnovers (there is always those who prefer to have repetitive schedule work and can blast through it) and the other to all workorders.
  • kathleen dover
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Scheduling work order and unit turnover for maintenance staff 7 months 3 weeks ago #17926

Hi I'm looking for service tech work have been doing , this type of work for 20 yr I'm looking to help out with workorders
Turnovers , on call if needed 24 hr emergencies , have all my own tools to complete task . Plumbing electrical and dry wall repairs
and touchups flooring tile work Blinds ceiling fans everything that is needed to bring apartments to back to where their original or if updating's are needed Full time ,part time $ 25.00 hr if the wage is right and works for you please call me at 608-886-5376. Mark.
  • Mark Lewis
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Scheduling work order and unit turnover for maintenance staff 6 months 4 weeks ago #18012

I was given 5 units to be complete and keys turned in all in one week. Am I crazy or to my understandING and experience..i should be given 4 to 5 days per unit to complete a turnover. That's based on vendor scheduling and maintenance repairs
  • Ahmad
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Scheduling work order and unit turnover for maintenance staff 6 months 3 weeks ago #18024

I'm at a student property and we turn about 98 units in 7 days. It's all about you and how good you are at scheduling. It can be done. I wish that was my biggest concern. :) Best of luck.
  • Anonymous
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Scheduling work order and unit turnover for maintenance staff 5 months 4 weeks ago #18103

You are correct, standard is usually a 5 day turn.(depending on management co.) Usually its as follows, depending on whats needed Carpet Replacement etc. The day of installs of things may very slightly.
Day 0 Move Out Date-Pictures taken, inspection and charges filled out
Day 1 for repairs/maintenance maybe 2 days depending on condition.
Day 2 for touch up paint (in house)--Full paint we vendor out.
Day 3 Resurfacing of tub, shower enclosure, kitchen (if needed) we also vendor this out
Day 4 Unit Clean
Day 5 Carpet Shampoo (Early Morning) - Final walk/ punch list if possible
Day 6-7 Complete punch list if needed - Move In

Please keep in mind we do not always resurface tubs, and kitchen counter as we have quartz in most, which will free up a day in the turn that you can utilize to add to maintenance and repairs depending on what is needed or to occupy unit faster.

We do not have maintenance on the weekend so if any of this falls with a weeknd then dates are adjusted to reflect that.

If you are the only one onsite and all of those units moved out at the same time. Make ready dates should have been scattered a couple days apart.

Depending on the condition of units and budget, as a manager, I would have had you do 2-3 in house and vendor the other ones out, or called in a temp. to help with grounds/works orders and lend you hand with turns when he finishes those items.

Depending on your property size, which sounds about 100 or less, I also stager my lease expirations at time of rental to try to prevent the possibility of to much turn over in 1 month.

Also, as a maintenance tech/supervisor, you should be aware of units on notice as soon as they go on notice, this way you can do pre-move out inspections prior to move out and determine which ones can be fast turns and which ones should be vendored out.

The schedule regarding make ready date should be determined or estimated at this time to put on the turn board,(I use an excel spreadsheet) this way this lets office staff know the date of availability and there is no confusion. This is to prevent them from scheduling a move in too early, you trying to get it done, with little opportunity for final walks and final punchlists.

Which may affect turn quality at move in, upset resident, possible rent credits, and may have you going back in after move in to rectify any issues they may or may not had.

Hope this helps! Good Luck

Scheduling work order and unit turnover for maintenance staff 5 months 4 weeks ago #18104

As previously mentioned I would stagger their schedules out 7:30 am - 4:30 pm, Especially if office opens at 8am.

I have always scheduled one tech to come in 30 minutes prior to office opening to prepare front market window etc for that 1 early walk in, thats waiting at the door at 8am.

Other techs start at 8:30am and other tech at 9:30 am. I also find that when I have been at a property that does everything in house. Maintenance techs like to work along side each other. The intent is to finish faster with two people.

However, often times they slow each other down as they are socializing as well. When items are missed no one can be held accountable. I usualy stagger lunches and have them work independantly so they are accountable for their work. Also, I tend to have all the staff stagger lunches as the office should not be closed during business hours if you have a team of more then 1, as well as maintenance, in an instance where there might be an emergency.

We also have a turn checklist for each unit, where maintenace checks off and signs it. These are turned in to supervisor, where final walk takes place and a punchlsit is done if needed. Turn checklist eventually makes its way to office staff and gets implemented in residents file.

First thing in the morning we go over notice and rentals from previous days and what work orders are still pending and new work orders.

Turns and work orders get split between techs dependent on each tech skills and strengths.

We use a "make ready board" on an excel spreadsheet with all items and we are all aware what is happening in a turn unit on what day, wether its getting painted, cleaned resurfaced etc.

Its their responsiblity to handle their work order within a 24 hour time frame, or at least reach out to resident and let them know if the 24 hour time frame cannot be kept. However work orders should be done no later then 48 hours.

Technicians are responsible to adhere to turn schedule as make ready date is based off of this schedule and staff is offering the unit for move in per the make ready board.

Regarding scheduling of turns, scheduling of techs or delays in turns, grounds and work orders due to lacking materials or supplies, holding technicians accountable to adhere turn scheudle and work orders as well as quality, these itmes are all the Maintenece Supervisors responsibilities.

I hope this helps.

Scheduling work order and unit turnover for maintenance staff 5 months 3 weeks ago #18120

I think 48 hours is great.
  • Anonymous
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Scheduling work order and unit turnover for maintenance staff 5 months 3 weeks ago #18121

It really depends on the units. If they were in need of just cleaning or was it more. 5 units, 5 days I'm thinking it had to be very minimum
  • Anonymous
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Scheduling work order and unit turnover for maintenance staff 5 months 3 days ago #18165

Im not an employee in the apartment industry but am doing research on my own to figure out what my options are and what steps I need
to take in order to get something done in my apartment.
2 weeks ago today during a rainstorm my kitchen ceiling began to leak in 3 areas, it had not leaked any prior to this, placed trash cans ect to catch the leaks and call my apartment office the next morning since it was after hours. It rained off and on that evening and about 3 to 4 hours after the leaks started approx 1/2 of my kitchen ceiling fell down. I live on the 2nd floor of a 4 unit apartment 2 story building in a rather large Dallas, TX complex. After the ceiling collapsed there was of course debris was a mess and there was wet insulation hanging from areas where it collapsed lapsed. My light fixture in the kitchen wasn't directly affected but is right next to collapsed area and does not work now. The stove is gas and is under the collapse and there is standing water inside, not to mention there was a small hole about 2 inches wide that was open to outside. I called the office and used the option to leave message for an urgent maintenance issue and this was about midnight. No response, the next morning I was at the office when they opened and talked to apartment employee and showed her pic and she said she'd send maintence right over. No one came and that was Saturday so we cleaned the debris we could and I called and left another message also with no response. On Monday I called again and left message, sometimes they answer, but usually not. I put in urgent request online too with pics and got an message back that was automated with a work order numb. Rained again water flooded in and dining room started leaking, the next day collapsed too, about half the ceiling. Left another urgent message and no response except automated. Finally received message that acroofing company coming to repair but didn't say when or approx when and it took another week and supposedly they fixed roof but before they did my boyfriend had to go and find maintenance on the property and himself and try n find something out. My ceiling in both kitchen and dining rooms is still open and still wet insulation is hanging down and I have no idea when it will be fixed because they just seem to not care. Should I contact the company that owns my apartments or keep trying to deal with the office??

  • Lynnette Hardman
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