Maintenance Coordination Handbook

Operations

Maintenance coordination handbook

Keep residents happy and owners informed with a consistent process. This is the maintenance playbook our ops team follows every day.

Triage ladder

Resident self-help library covers breaker resets, GFCIs, and HVAC filter swaps.
Emergency line routes to on-call coordinator (burst pipe, HVAC outage >85°F, electrical hazard).
Standard requests flow through the portal with photos/video attachments.

Vendor governance

Vendors maintain COI, W-9, and background checks before assignment.
Work orders include not-to-exceed thresholds (+ owner approval rules).
Before/after photos uploaded to the portal within 24 hours.

Owner communication

Automatic text/email notifications when work orders open/close.
Estimates attached for anything exceeding reserve limits.
Monthly maintenance digest summarizing spend by category.

Quarterly preventative schedule

Every property gets a recurring checklist: HVAC service (spring/fall), gutter cleaning (fall), irrigation check (spring), smoke/CO test (quarterly), and water heater flush (annually). Use calendar reminders or your property management software to automate these visits.

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