Enter your email address for weekly access to top multifamily blogs!

Multifamily Blogs

This is some blog description about this site

The Necessity of Remote Maintenance

For years, the Multifamily market worked under the mantra that “if it ain’t broke, don’t fix it”.  COVID-19 has changed all of that.  The only way we can keep resident, staff and suppliers safe is to do things differently than we have in the past.  Fortunately, technology gives us the ability handle the needs of the present around safety and efficiency.  We can do more remotely than ever before.  Tools that help companies perform remote maintenance are what companies need to embrace. At FacilGo®, we define remote maintenance as the ability to perform much of the maintenance process without having to come in contact with other parties.  This means minimizing contact between staff and residents, staff and suppliers, staff and other experts to solve maintenance issues. Software platforms exist that allow users to collection information remotely and use the information to coordinate how we get things done.  This allows us to minimize contact, and make our processes less costly and more efficient than ever. Many companies have taken baby steps in using text messaging, Face Time, and Zoom or even inspection apps.  The problem with these approaches is that either the data that is collected can’t be easily shared or used in other parts of your processes, or even worse, may result in sharing private information on your staff’s personal devices.  While the market is doing everything possible to band-aid approaches to complete  the work, we need to expand and enhance processes to allow data sharing across the organization, collaboration on problems, ......
Continue reading
469 Hits
0 Comments

Maintenance Tracking Via Mobile Devices Continues to Surge

A continuing trend over the past 12 months is the adoption of mobile devices when tracking service requests, as shown in our most Maintenance Strategies Research Report (download for free here).  24 months ago, 33% of responders within our maintenance strategies research reported using mobile devices to track service requests, but in 2018, that number has increased to 47%, and we do not see that trend subsiding anytime soon. 

On a related note, we also asked professionals how they accepted service requests at their properties.  Phone calls remained the most common method of receiving service requests, but what was interesting was the rise of text message based service requests, which grew to 33% of companies responding. 

Continue reading
1903 Hits
0 Comments

Service Request Callbacks, Resident Feedback Please!

Scheduling time for maintenance callbacks is an important service to our residents.  Receiving positive feedback is an opportunity to solicit for reviews.  Comment cards, or the service request form left in the residents home can ask, for the resident to share their experience on social media. “Maintenance does a great job, I hear that from every resident I call.” Wow! With that factual information, a property could state in their advertising: “100% Resident Satisfaction on Maintenance Service.” That’s a headline that will  attract attention. Quotes from the residents comments, using resident first names for authenticity could be included with permission.  While price and location may strongly influence a decision to lease an apartment; the quality and satisfaction of maintenance service will be given heavy consideration for the renewal. Purpose of the Call Calling as a follow-up courtesy, isn’t about checking up to see if maintenance did the task correctly. With professionals, taking pride in their work, the follow-up call is not checking up on maintenance. It’s confirming the residents are satisfied. Was the work you requested completed? Was it completed in a manner to your satisfaction? Was the response timely? Did you find our team member to be professional and personable? Were there any questions regarding the repair that were not answered or explained to you? Is there any additional repairs that should be completed in your home? Give residents an opportunity to provide detailed information about the service provided to their home indicates a true interest in customer satisfaction.   Phase the questions to avoid the basi......
Continue reading
1268 Hits
0 Comments

Learn How Streamlining Your Maintenance Service Requests Leads to Resident Retention

Streamlining your maintenance requests helps create a hassle-free experience for your residents. This leads to an increase of perception in value of the community and staff which helps increase renewals!   Here are 5 KEY Ways to Streamline Your Community’s Service Requests: 1. Contact the resident – According to our 2017 Today’s Online Renters Study, 75.9% of residents use their apartment community’s online portal to submit service requests. If service requests are received via the community portal, contact the resident to gain more information if needed. Providing as much detail as possible will help the maintenance team complete the service request in the most timely and efficient way possible. 2. Be Transparent & Communicate – Notifying resident of a delay in service; such as a part is on order and the expected delivery date, in addition to the time frame maintenance will return to the resident’s home. Leave documentation in the apartment home and personally communicate the information to the resident in the manner they like to receive communication; email, text, or phone call. 3. Immediately Record into the PM system – Enter service requests directly into the Property Management Systemand repeat the request back to the resident. This allows for accuracy of the resident’s service request and for the maintenance staff to prioritize service requests as they are received. Always verify contact information; ensure email and phone number are current as this allows the resident to receive notifications as soon as the request is complete. 4. Maintenance team trained, equipped to carry out the request – Know your maintenan......
Continue reading
2068 Hits
0 Comments

The Hidden Truth Behind Maintenance Expenses

maintenance expenses“Here’s the list of the supplies that we need.” Maintenance Expenses is often the expense area where there always seems to be more month than dollars in the budget. Every week a stock of supplies is ordered, often overrunning the budget established for resident repairs and vacant apartment preparation. Explanations for the variance report list the number of resident service orders, unit inspections and a move out with a high volume of damages.  But this is what we face every month at our communities.  I think its possible to create some structure behind maintenance purchasing.  Not only will this assist in managing expenses against a budget.  It will also provide detailed explanations when future budgets are presented for review.  Explanations to increase the maintenance budget because it’s an average of what has been spent, or an increase because surely supplies will cost more in the future; are not very effective arguments to defend expense increases. Creating a plan starts with an overview of the schedule for the property for the upcoming month. Turnover Expenses How many apartment homes will be prepared for move in? Generally there are ten to fifteen items that are purchased for every  apartment being prepped. replace the sanitary items in the bathroom. caulk for the countertops in the kitchen, vanity top and shower area in the bath. drip pans for the cook top. The list of items with pricing information is going to outline the anticipated expense for apartment turns.  This amount applied to the number of apartmen......
Continue reading
2584 Hits
0 Comments

The D.I.R.T. on How We're Setting Up Maintenance Teams to Fail

b2ap3_thumbnail_The-DIRT-on-Maintenance-Requests.jpgIt's no secret our maintenance teams are one of the key reasons residents renew their lease. Repairs (especially those that were not completed) are one of the most common topics on ratings and review sites. We can tell our maintenance teams to work smarter and faster until we're blue in the face, but that's not going to change things. Before real improvement can take place, we have to stop setting up our maintenance teams to fail! Wait! We're What? Maintenance teams rely on the information that is provided in the work order system. The majority of those maintenance requests are input by front office staff. However, very few property management companies include "Maintenance Request 101" in their onboarding process. The result? Office staff learns how to take a maintenance request by listening to their co-workers (who also have received no specific training) take maintenance requests. Obviously, most communities are managing alright, but more often than we'd like to believe, these are the types of notes maintenance teams are reading. "Blinds broken." Which means.... ? Do they need a new slat, a new pull string, and entirely new set of blinds? Vague, general service requests often result in incomplete work, callbacks, or time-wasting trips back and forth to the maintenance shop, which gives residents the impression that the maintenance techs are not the rock stars we know they are! It's time we all learn how to get the D.I.R.T.  D - Details Your maintenance team is a great source for what details are......
Continue reading
6086 Hits
11 Comments