Handling Major Repairs: A Property Manager's Guide

When significant repairs arise—like a major electrical issue leaving tenants without power for days—property managers must act swiftly and thoughtfully. These situations test not only our logistical capabilities but also our commitment to tenant satisfaction and owner trust.​

Proactive Communication Is Key

Effective communication is the cornerstone of managing major repairs. It's essential to inform tenants about upcoming repairs through multiple channels:​

• Email: Send detailed information about the repair scope and timeline.

• Text Messages: Provide quick updates or reminders.

• Phone Calls: Ensure messages are received and address any immediate concerns.​

For instance, if an email bounces due to a full inbox, promptly follow up with a text or call to ensure the tenant is informed.​

Supporting Tenants During Disruptions

When repairs significantly impact living conditions, tenants may need to relocate temporarily. In such cases, it's typically the owner's responsibility to cover associated costs. Property managers should:

Establish a Relocation Budget

Assess the tenant's current living situation to set a reasonable budget.

Offer Temporary Housing Solutions

Provide recommendations for short-term accommodations that align with tenant needs.​

This approach demonstrates a commitment to tenant welfare and helps maintain positive relationships.​

Personalizing Communication

Incorporating personal touches in communication can foster trust and transparency. Consider using tools like Loom to send video messages, allowing tenants and owners to see your face and hear your tone, which can be more reassuring than text alone.​

Maintaining Strong Relationships

Regular phone calls with both tenants and owners are vital. Direct conversations help reinforce connections and ensure that clients feel valued. If an owner reaches out directly, it may indicate underlying issues that need immediate attention. Use this as an opportunity to strengthen communication and resolve concerns promptly.​

Prioritizing Client Care

Ensuring clients feel appreciated is crucial for retention and referrals. Building and maintaining strong relationships can significantly impact the success of your property management business.​

Handling major repairs requires a strategic approach that prioritizes communication, tenant welfare, and owner transparency. By implementing proactive strategies, property managers can effectively manage significant repairs while strengthening relationships with both tenants and property owners.​

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