Purpose
In this procedure, property management staff respond to property maintenance requests.  This procedure starts when a staff member observes or receives a report of a need for maintenance.  It ends when the Senior Property manager signs off that the job is complete.

Property maintenance is complex, with different landlord requirements and a range of possible maintenance activities.  

Procedure
Maintenance Request Receiver (any staff member)
•	Receives maintenance request from a tenant, landlord or tradesperson, or observes need for maintenance
•	Records maintenance need in the Repairs and Maintenance Register
•	For major or urgent repairs:
o	Reports it to the Maintenance Allocator directly by telephone, e-mail or paper memo.  
o	Follows this up if there is doubt about the message getting through
o	Reports back to the client or tradesperson who reported the need for maintenance

Maintenance Allocator 
•	Each day at 3:30 pm, collects the day's entries from the Repairs and Maintenance Register 
•	Checks the landlord's instructions for each repair
•	Requests landlord permission for the maintenance as required
•	Allocates work to tradesperson types using the action column of the Repairs and Maintenance Register:
o	For expensive or detailed work, marks in the action column of the Repairs and Maintenance Register that a quote is required
o	If inspection is required, marks this in the action column of the Repairs and Maintenance Register.  
o	Report the maintenance to the landlord

Preferred Tradespersons
•	Contact the Maintenance Administrator each day at 4:00 pm to collect maintenance jobs.
•	For expensive or detailed work, requests a written quote from the tradesperson
•	Do not contact other staff members of the company about maintenance jobs

Maintenance Administrator
•	Allocates maintenance jobs to preferred tradespersons when they contact the office
•	If required, arranges for the Maintenance Inspector to inspect the site, and consults the Maintenance Allocator if necessary
•	When a non-preferred tradesperson is needed, uses the Approved Tradesperson List to find one and request service.
•	If required, gets a quote for the work.
•	Gives tenant contact details to the tradesperson
•	Notifies the tenant about the tradesperson visit, giving contact details
•	After the arranged finish time for the work, contact the tenant and confirm that the work is complete
•	If required, requests the Maintenance Inspector to inspect the work
•	If required, reports completion to the landlord
•	Marks the work as complete in the Repairs and Maintenance Register

Maintenance Inspector
•	On request, inspects property before or after maintenance (or both) 
•	Before maintenance, reports maintenance required to the Maintenance Administrator
•	After maintenance, reports to the Maintenance Administrator whether the job is complete 
•	For completed jobs, reports tradesperson quality and speed of service to the Maintenance Administrator