Handling Major Repairs: A Property Manager's Guide

aug 20, 2024

by: judy & ernesto andujar

In the realm of property management, handling major repairs effectively is crucial to maintaining tenant satisfaction and building strong client relationships. A recent discussion among property management professionals highlighted the importance of communication and personal interaction, especially when navigating significant issues such as electrical repairs that may leave tenants without power for an extended period. Here’s a comprehensive guide on managing major repairs while nurturing tenant and owner relationships.
Understanding the Issue
One of the main challenges discussed was a major electrical repair requiring tenants to be without electricity for several days. Such disruptions necessitate clear communication and a thoughtful approach to tenant relocation. The emphasis is not only on resolving the issue at hand but also on ensuring tenants feel valued and supported during the process.

Key Takeaways

Informing Tenants: Tenants should be informed about upcoming repairs through clear communication channels. In this case, an email notification was initially sent, but it was rejected due to a full inbox. This highlights the importance of following up through other means, such as text messages and phone calls, to ensure the information is received.
Relocation Responsibilities: If tenants request relocation assistance due to necessary repairs, it is the owner’s responsibility to cover those costs. Establishing a budget for relocation that reflects the tenant's current living situation is essential.
Personalized Communication: Utilizing video messages, such as those created with Loom, can enhance communication by making it more personal. Clients appreciate seeing the speaker’s face and hearing their tone of voice, which fosters a stronger connection.
Maintaining Strong Relationships: Phone calls remain a vital tool in property management for maintaining relationships. Direct communication can help reinforce connections and ensure that clients do not feel like an afterthought.
Identifying Red Flags: If an owner feels the need to reach out directly to property management, it may indicate underlying issues that require immediate attention. This situation should be viewed as an opportunity to strengthen communication and resolve any concerns.
Client Care: It’s crucial to ensure that clients feel valued and appreciated. Building and maintaining relational connections can significantly impact client retention and the potential to attract new clients.

Steps for Effective Communication

When dealing with major repairs, property managers should follow these steps to ensure effective communication and management:
Proactive Communication: Inform tenants of upcoming repairs well in advance. If initial messages go unnoticed, promptly follow up through alternative communication channels.
Budgeting for Relocation: Assess the tenant's current living situation and establish a reasonable budget for relocation expenses. This demonstrates a commitment to tenant welfare.
Utilize Technology: Incorporate video messages to convey important information, allowing tenants and owners to engage with the property manager on a more personal level.
Check-in Calls: Make proactive phone calls to both tenants and owners. The property manager should communicate directly with tenants regarding their needs, while another call should be made to the owner to discuss the situation and next steps.
Emphasize Relationship Building: Focus on nurturing relationships as a fundamental aspect of property management. Regular check-ins and open lines of communication can prevent misunderstandings and enhance overall satisfaction.

Conclusion
Handling major repairs in property management requires a delicate balance of effective communication, personal interaction, and a commitment to tenant and owner satisfaction. By prioritizing clear communication and nurturing relationships, property managers can navigate challenging situations while reinforcing their dedication to exceptional service. In doing so, they not only resolve immediate issues but also build a foundation of trust and reliability that is essential for long-term success in the property management industry.