Communicating the Maintenance Program to your Residents
Site Managers should provide an orientation at move-in to educate new residents on the proper use of systems to minimize damage or misuse and reduce maintenance requests. It is necessary to describe the work order process to residents including standards for work quality and timing.
Processing a Request for Service
When maintenance is requested by a resident, complete a Maintenance Request. The Maintenance Request forms are ordered through eForms. Always maintain an adequate supply of requests at the Site Office.
It is important to complete all fields on the maintenance request, making sure to document the correct apartment number, name of the resident, and contact phone number. If the resident is present at the time of the completion of the request, it is necessary to obtain a signature which provides permission to enter their apartment. If the resident calls in the request, verbal consent must be noted on the Resident Signature line.- The Maintenance Request is a three-part form. Once the request is completed, the member of the Site Staff removes the pink copy for the purpose of follow-up. The white/yellow copies are presented to the Maintenance Technician for completion.
- Log all Maintenance Requests in the Maintenance Log. The following information is documented in the log: Date, Apartment Number, Resident Name, Repairs Needed, Date Completed, Follow-Up Initial.
- Maintenance Requests should be completed within 24-48 hours. Work orders requiring ordered parts should be completed promptly upon receipt of the parts.
- Follow-up with the resident to inform them that the parts are on order.
- The Maintenance Request also allows the maintenance technician to conduct a Preventative Maintenance Inspection and repairs while in the apartment. (Please see section beginning on page 20-2 regarding Preventative Maintenance Inspections.)
- A Maintenance Door Hanger advising the resident the Maintenance Technician is working in the apartment can be used while in the apartment. This can be left on the door following the completed work order allowing feedback on timeliness and work quality (HD Supply Item #817888).
The Follow-Up
When the request is completed, the Maintenance Technician is to complete the bottom portion of the Maintenance Request. 
The Maintenance Request will also note the presence of pets. The Maintenance Technician leaves the yellow copy of the form for the resident. The white copy of the request is returned to the office for filing in the Unit Maintenance File and for follow-up.