| As owners, investors, and managers, we can | | | | improve the certifications and skills of the |
| easily jump to the conclusion that a great | | | | management team. |
| maintenance program is about fixing the broking | | | | Next, let's consider service level performance. For |
| stuff. This falls far short of the great maintenance | | | | a property of over 200 units, having maintenance |
| program that should be our objective. A great | | | | staff living on site can substantially improve |
| maintenance program delivers great customer | | | | customer service. Additionally, properties should |
| service, increases the project asset value, | | | | have a plan to provide emergency maintenance |
| reduces ongoing maintenance cost through | | | | around the clock. Larger portfolios should have a |
| improved systems, and enhances the | | | | running standby list for coverage 365 days per |
| marketability and leaseability of a rental property | | | | year. The standby maintenance staff should |
| or multifamily community. | | | | provide response at the issue location within 30 |
| How do we achieve these themes with our | | | | minutes for larger properties. This level of service |
| maintenance plan? What characteristics should our | | | | improves rentability and strengthens your |
| maintenance staff have? | | | | property reputation. |
| First, let's consider the skill requirements. The | | | | Third on our list, a well planned property |
| maintenance team ideally will have: | | | | maintenance plan includes preventive maintenance. |
| - Some experience managing bids and bid | | | | The staff should develop plans, inventory, and |
| selection; | | | | seek information and education to extend and |
| - Proven project management skills; | | | | improve the lifecycle performance of all property |
| - Some proven contractor oversight skill; | | | | subsystems as a means of decreased |
| - Subsystem maintenance skills such as carpentry, | | | | maintenance effort and reduced capital cost. |
| pool operations, appliance repair, painting, | | | | Finally, a well conceived plan will focus on continual |
| landscaping, air conditioning, and plumbing, electrical; | | | | study, education, and research identifying new |
| and | | | | materials, new equipment, replacement |
| - Certifications for pool operation and | | | | subsystems to increase the life of the property, |
| maintenance, air conditioning, and lead paint | | | | reduce replacement cost for materials, reduce |
| management. The next consideration is the level | | | | replacement and maintenance support time. As an |
| and type of these skills relative to the rental | | | | example, recently, a new 7 year odor absorbing |
| management they support. A very large property | | | | carpet was introduced to the market. This |
| of over 300 units may have as part of the staff | | | | product in most rental homes will reduce |
| an electrician or a plumber. And, your maintenance | | | | maintenance cost as much as $100 per year per |
| plan should call for more of these qualifications the | | | | unit for an incremental one-time increased material |
| larger your property or portfolio. Properties over | | | | cost of $75 based on 1,000 square feet. Pursuing |
| 100 units should always hire at least one | | | | these type of improvements has long term |
| maintenance technician with air conditioning | | | | positive impact on property operations. |
| certification. | | | | A cycle of planning focusing on the items outlined |
| If the portfolio is large and growing, the | | | | will improve customer service, property condition, |
| maintenance plan should include plans to continually | | | | and reduce operating costs. |