Property management: SOP

Maintenance Request SOP

Use this when: Requests arrive by text, phone and email, and some get lost.

Owner: [maintenance coordinator]

1. Log every request in one system, however it arrives.
2. Set the priority:
   Emergency: risk to safety or the building. Act now.
   Urgent: essential service affected. Act within [time].
   Routine: everything else. Act within [time].
3. Confirm receipt to the tenant, with the next step.
4. Check for warranty, and whether owner approval is needed above [amount].
5. Assign a vendor and arrange access with proper notice.
6. Get photos of the completed work.
7. Confirm with the tenant that it's fixed.
8. Match the invoice to the work order.
9. Review repeat issues each month and raise them with the owner.

Before you use this: Notice and repair duties differ by province. Check them against your tenancy legislation.

Fill in the items in square brackets and adapt this to your business. It's a starting point, not legal or professional advice.

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