You're facing an urgent maintenance issue after hours. How do you effectively address the situation?

1 Assess Urgency

First, evaluate the severity of the issue to determine if it requires immediate attention or if it can wait until normal business hours. If there's a risk of property damage or tenant safety is at stake, such as with a gas leak or major water leak, it's considered an emergency. In these cases, you need to act fast. Have a list of emergency contacts for plumbers, electricians, and other service professionals who offer after-hours assistance. Ensuring you have this list beforehand can save valuable time and minimize damage.

2 Contact Services

Once you've determined the issue is urgent, contact your pre-identified after-hours maintenance services immediately. If you're unable to reach your usual contacts, have backups in place. Many real estate professionals keep a roster of reliable, 24-hour emergency service providers for this exact reason. When speaking with them, provide a detailed description of the problem and the exact location within the property to expedite the service.

3 Inform Tenants

Communication with tenants is key in any emergency maintenance situation. Inform affected tenants about the issue and the steps you're taking to resolve it. This can be done through phone calls, text messages, or emails, depending on the urgency and the preferred communication channels established with your tenants. Keeping tenants in the loop not only helps manage their expectations but also demonstrates your commitment to their well-being and can reduce potential frustration.

4 Secure Area

If the maintenance issue poses any immediate danger or could lead to further damage, it's important to secure the area. This might involve turning off utilities such as water or electricity to prevent further issues or cordoning off an area that could be hazardous. Your priority should be to ensure no one is harmed and to mitigate any potential escalation of the problem until professionals can address it.

5 Monitor Progress

After the emergency services are on-site and working on the issue, stay involved and monitor their progress. This doesn't mean looking over their shoulder but rather being available to answer questions and make decisions if necessary. Your presence can also reassure tenants that the issue is being taken seriously and handled professionally. Moreover, keeping an eye on the situation allows you to provide real-time updates to your tenants.

6 Document Everything

Finally, make sure to document every aspect of the emergency and its resolution. Take pictures before and after repairs, keep a record of all communications with tenants and service providers, and note any expenses incurred. This documentation will be invaluable for insurance claims, potential disputes, or simply for your records to improve future emergency responses. Good record-keeping is a hallmark of professional real estate management.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?