MAINTENANCE STANDARD OPERATING PROCEDURES

1. Introduction

The Maintenance Technician is responsible for the physical integrity of the property. Maintenance personnel will work cooperatively with, and under the coordination of the Property Manager. As a team, they will ensure that routine and emergency maintenance is scheduled and implemented in a timely manner. This will protect and promote the well-being of the residents, and to minimize potential damage to the property. Maintenance personnel also must be diligent in maintaining vacant units in rent ready condition, and ensure that this is accomplished in a reasonable period of time. Fair Housing Training is required prior to beginning work on any property.

1. RESPONSIBILITIES

Conducting all details of the maintenance position in accordance with company policies and procedures, state, and federal; e.g., OSHA, ADA, Fair Housing etc.

• Maintenance reports directly to the Property Manager, District Manager or Regional Director.
  • Maintenance doesn’t discuss any details of any maintenance issues with any residents, vendors etc.
  • All maintenance issues are discussed with the Property Manager, District Manager or Regional Director.
• Maintenance is to supply their own tools.
• Maintenance MUST work ½ hour per unit on a weekly basis.
  • Hours should be scheduled in conjunction with the Property Manager’s hours.
  • NO OVERTIME (unless prior approval by DM/PM is received)
• Maintenance resident/resident relationship
  • Maintenance is to create a respectful working relationship with all residents.
  • Never to discuss any evaluations, corrections or solutions regarding maintenance issues with the resident(s).
• Keeping up the Maintenance of the Apartment Complex:
  • The Maintenance personnel is responsible but not limited to the maintenance of electrical, plumbing, Air conditioning and heating systems, appliances, water irrigation systems, stairs, gates, fences, patios, railings, tile, carpet, other flooring, roofing, gutters, fasteners, interior/exterior lights, ceiling fans, gas fixtures, shutters, interior/exterior doors, cabinets, windows, boiler gas/electric, locks door/window/mail box, walls, ceilings,
  • First thing every day reporting to work walk the entire grounds.
    • Pick up all trash, dead tree limbs and debris on the grounds.
      • Yards
      • Parking lots
      • Side walks
      • Breezeways
      • Playground areas
    • Check for broken blinds (Give list of those to Property Manager).
    • Check to see that all splash blocks are under the down spouts.
    • Report to the Property Manager any vandalism or damages (roofs, windows, building/sidewalk graffiti etc.) that are viewed while on the grounds.
  • Maintenance is responsible for identifying all utility meter cut offs, apartment and fixture cut-offs, sewer cut-offs, sewer clean out’s and prepare maps indicating the same.
  • Correct all health and safety issues immediately (hazardous conditions).
    • Water (leaks interior and exterior, roof leaks etc.)
    • Electrical
    • Fire
    • Glass (windows)
    • Broken steps
    • Parking lot open holes
    • Broken/burned out exterior lighting
  • Maintenance is to diagnose and perform routine maintenance on all equipment safely with the proper use equipment (dollies, carts, etc.) and guidance wearing necessary safety items (safety goggles, back support belt, etc.).
  • Maintenance is to respond to all emergency maintenance call from residents when off duty.
    • The Maintenance person is to call the Property Manager regarding any off-duty emergency calls who will determine if the call requires the Maintenance personnel to respond immediately or wait till their next scheduled work day to handle the issue.
    • Emergencies MUST be emergencies (water, fire, electric, etc.) again health and safety issues.
    • Mileage to the apartment complex from Maintenance home and back should be turned in to the Property Manager on an Expense Report when having to address off hour emergency maintenance issues for mileage reimbursements at the end of every month.
    • Maintenance will also be reimbursed for any travel to purchase materials needed for emergency after hours maintenance issues.
    • All traveling must be approved by the Property Manager verbally prior to traveling to receive travel reimbursements at the end of the month.
  • Get all vacant units RENT READY
    • 5 days or less to get a unit RENT READY
    • Units that have been vacant the longest need to work on first.
    • Maintenance Make Ready forms will help in getting units RENT READY
  • Get all Maintenance Requests corrected in a timely manner.
    • Maintenance Request Forms (Exhibit A) are given by the Property Manager to the Maintenance person to get maintenance issues corrected/completed.
    • The Maintenance person must not accept any Maintenance Requests forms or verbal maintenance request from the residents. The resident to fill out the Maintenance Request form and turn them into the Property Manager who will initiate the maintenance request forms to the maintenance person in the order of which to ones to address first, second, etc… (Health and safety first).
    • Maintenance request forms need to be completed within 24 hours when possible.
    • Once the Maintenance Requests are completed the Maintenance personnel is to sign and date, resident signs and dates (if available) and then it is returned to the Property Manager.
  • The Maintenance Personnel is responsible for keeping up on Preventative Maintenance items.
    • Checking window and exterior doors twice a year (caulking, weather stripping etc.) when needed.
    • Keeping gutters cleaned and splash blocks under down spouts to be sure they are elevated to detour water away from the buildings.
    • Keeping shrubs and trees trimmed one foot off the buildings and away from all roofs.
    • Keep seasonal flower planted at signage area for curb appeal.
    • Keep all signs clean and/or freshly painted.
  • The Maintenance Personnel is to accompany the Site Manager during monthly inspections.
    • Test the smoke detectors
    • Changing and dating any HVAC filters
    • Conduct regular scheduled safety checks during inspections (Quarterly Fire Stop/Smoke Detector Inspections) etc.
    • Note any maintenance repairs/deficiencies that need addressing with the Property Manager on a Maintenance Request form.
  • Maintenance is responsible for maintaining accurate records of all job duties related but not limited to preventative maintenance, maintenance requests (receiving and completing), expenditures, apartment make-ready status, maintenance logs/time sheets, mileage reports, etc.
• Requesting Materials:
  • All request forms for requesting materials for maintenance are found with the Property Manager and once filled out must be returned to the Property Manager for approval and ordering.
  • When ordering Materials for maintenance remember to include the vendor, item #, description and approximate cost.
  • Again, this MUST be approved by the Property Manager with a signature and date before they can be ordered.
• Maintenance Shed/Area:
  • There is to be no smoking in the maintenance shed/area, any units occupied or vacant or in any of the common areas (community room, laundry room etc.).
  • The maintenance personnel are responsible for keeping the maintenance shed/area clean, organized and well maintained.
  • The maintenance personnel are to maintain adequate inventory of items for most common maintenance repairs.
  • The maintenance personnel are responsible for quarterly maintenance inventories. Maintenance Inventory Form. (Exhibit B)
• Maintenance Daily Log forms and Bi-weekly Time Sheet:
  • Maintenance is responsible for daily filling out a Maintenance Log (Exhibit C) and turning it into the Property Manager which will act as a time sheet for payroll.
  • These hours from the Maintenance Log will be transferred on to the bi-weekly time sheet which will be signed by the Maintenance personnel at the end of the two-week work period to be turned into the Payroll staff for direct deposited payment for those hours worked by the Maintenance personnel.
• Reporting Injuries:
  • Should a resident, vendor, guest of someone, etc. be injured on the complex property; whether to your knowledge viewing yourself or someone telling you the maintenance personnel is to immediately contact the Property Manager.
  • Should the Maintenance personnel get injured on the complex property they are to immediately contact the Property Manager.
    • REMEMBER: all employees if injured on the job are required to take a drug test before treatment for said injury.
  • Absent Request:
    • Should time off be needed during normal scheduled maintenance work hours, you must first obtain approval from your Property Manager.
    • If sudden illness occurs before going to work a phone call to the Property Manager is to be made to notify the Property Manager and when Maintenance returns to work an Absent Request form is filled out and issued to the Property Manager to excuse the time out.

 

REMEMBER:  ALL individuals’ applicants, residents, police, etc. coming to the apartment complex asking any questions of the Maintenance Personnel are to be directed by the Maintenance Personnel to go and speak with the Property Manager.

 

III. Grounds/Lawn Care/Curb Appeal

• Care for lawn, shrubs, trees, flowers, and ground covers so they stay healthy and appealing to the eye
• If lawn care is not contracted out, then maintenance personnel must perform the following: mow, edge, trim, blow, rake lawn, blow and sweep grass from paved areas.
• Remove debris from French-drain
• Carefully inspect grounds and keep trash and debris removed from lawns
• If not contracted out, clear snow and ice from paved areas, within a reasonable time. All areas that remain a hazard after a snow or ice storm should be identified with a cone or some type of warning
• Implement measures to keep cigarette butts from covering entrance way by placing a bucket or container, and ask residents to use it.
• No litter
• No peeling or faded paint: if painting is needed, notify your Property Manager. They will direct you on how to proceed
• No aluminum foil, black plastic, or blankets/sheets in windows
• Keep the dumpster area clean and free of debris
• Have wooden fencing/decking treated with a water sealant once a year
• Sidewalks and parking areas are to be either swept or blown clean
• Remove or spray grass from sidewalk cracks and edges of parking areas
• Paint lines and curbs in parking areas once a year or as needed
• Trim grass to a uniform height
• Trim trees away from roofs and walkways. Tree limbs should not touch the exterior of the building
• Keep property signs painted. Flowers and shrubs should be planted near them
• Ensure planting aligns the walkways leading to the office.
• Ensure screens are in good repair.

 

 

1. Custodial Care/Cleaning Vacant Apartments

• Sweep all common areas
• Remove spider and other insect webs as needed
• Wet mop non-carpeted areas and vacuum carpeting. Clean carpets as needed
• Dust washer and dryers and remove lint from lint traps
• Keep air conditioning units and furnaces cleaned. Change filters monthly!
• Clean counter tops and sinks in common areas
• Thoroughly clean stove, sink, refrigerator, and range hood
• Clean kitchen cabinets, inside and out. Apply furniture polish as needed
• Clean counter tops
• Clean exhaust fans and vents of lint and dust throughout apartments
• Wash all windows; ensure no dust on windowsills. Be sure that windows raise and lower correctly
• Clean all ceiling light fixtures and replace bulbs as necessary.
• Polish all chrome faucets in bath and kitchen
• Caulk or seal tub, stool, and sink to prevent splashes from compromising walls or sub-floor
• Clean medicine cabinets inside and out. Clean mirrors
• Gently clean spots on walls, doors, frames, windows, and light switch covers
• Record any maintenance needed
• Remove old wax and apply fresh wax to tile or linoleum floors
• Check to make sure no cleaning supplies have been left behind when finished
• Turn off all lights and lock all doors