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Property maintenance templates

Write it down once Stop explaining it on every call

For property managers who run maintenance. Free to copy, whether or not you use now ours. Change them for your properties and send them out today.

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After hours

Every night call starts with one question Is this an emergency?

Settle it in daylight. Give this list to tenants and to whoever has the night phone, so the answer is the same at 2:00 AM ET as at noon.

Emergency definitions

Updated

Give this list to tenants at move-in and to everyone on your on-call calendar. Change it for each property: a building with a boiler or an elevator needs its own lines.

Emergency: someone acts now, day or night

  • Water that won’t stop: a burst pipe, a flood or water coming through a ceiling
  • Sewage backing up into the unit
  • No heat in cold weather
  • The only toilet in the unit doesn’t work
  • An outside door or a ground-floor window that won’t lock, or a break-in
  • Sparks, a burning smell or a hot electrical panel
  • No power to the whole unit while the utility reports no outage
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Urgent: within 24 hours

  • No hot water
  • A slow leak that a bucket or a shut-off valve controls
  • The refrigerator stopped cooling
  • The only shower or tub won’t drain
  • No air conditioning during a heat advisory

Routine: within a few business days

  • A dripping faucet or a running toilet
  • One burner, outlet or light fixture not working, with no sparks or burning smell
  • A door or window that sticks but still locks
  • A dishwasher, washer or dryer not working

What to tell the tenant

Emergency: “Someone is on the way. Here is what to do until they get there.” Then the steps to stop the damage, like the water shut-off valve.

Urgent or routine: “Thanks, this isn’t an emergency. We’ll contact you by [time] to set up a visit.” Give a time, and keep it.

Local law can make some of these items emergencies, or set how fast you must respond. Check your state and city rules and your leases.

Dave · backupTexts from Maple Street Rentals
  1. OursWednesday 2:19 AM ETMaple Street Rentals maintenance. EMERGENCY #2075 at 5 Birch Rd, unit 2: water through the ceiling. Sam hasn't answered. Kim's number is on the case.
  2. Dave · backupWednesday 2:24 AM ETCalling Kim now.

Not an emergency service. For a fire, a gas leak or anyone in danger, call 911 or the gas utility.

Ours with this list

  • You set this list once for your company. Anything on it calls and texts your on-call person, then your backup.
  • The tenant hears what to do until help arrives, like where the shut-off valve is.
  • Anything else waits for the morning.
After hours

The night phone rings Say the same thing every time

A script for whoever answers at night: the 911 and gas questions first, then the safety questions, what to promise and who to call next.

After-hours call script

Updated

Keep this next to the night phone, and give the same copy to everyone on your on-call calendar and to any answering service you use. Change the bracketed parts for your company and each property.

1. Answer

“[Company name] maintenance, this is [name]. Is anyone in danger, is there a fire, or do you smell gas?”

  • Fire or anyone in danger: “Please hang up and call 911 now.”
  • Gas smell: “Please leave now with everyone in the home. Don’t touch light switches or appliances on the way out. Once you’re outside and away from the building, call 911 or [gas utility] at [number]. Then call us back.”
  • Carbon monoxide alarm sounding: “Please get everyone outside to fresh air now and call 911 from outside.”
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2. Get the basics

  1. “What is the address and unit?”
  2. “What is your name, and the best number to reach you tonight?”
  3. “What is happening, and when did it start?”
  4. “Can you text a photo to this number?”

3. Ask the safety questions

AskIf yes, say
Is water coming in that you can’t stop?“Do you know where the water shut-off valve is? Please turn it off now if you can reach it safely.” Then treat it as an emergency.
Is any water near outlets, light fixtures or the electrical panel?“Please stay away from that area and don’t touch anything electrical.” Emergency.
Do you see sparks or smell burning?“If there is smoke or fire, leave and call 911.” Otherwise, emergency.
Is sewage coming up into the home?“Please don’t run water or flush.” Emergency.
Is the heat out, and how cold is it inside?Emergency in cold weather, by your written list.
Is an outside door or ground-floor window unable to lock?Emergency. Ask whether they feel safe staying tonight.
Match these to your written emergency list for each property

4. Decide, and say what happens next

If it is an emergency:

“Thank you. This is an emergency, and I’m getting someone to you now. I’ll call or text you within [number] minutes with who is coming and when. If anything gets worse before then, call this number again.”

If it can wait for the morning:

“Thank you. This isn’t an emergency, so we’ll handle it in the morning. Someone will contact you by [time] ET tomorrow to set up a visit. If it gets worse tonight, like water you can’t stop, call this number again.”

5. Pass it on

  • Emergency: call the first person on tonight’s on-call list. No answer in [5] minutes: call the backup. No answer from either: [your rule, such as calling the emergency vendor directly].
  • Not an emergency: log it for the morning with the promised callback time, so the day team keeps your promise.
  • Either way: log the call time, the tenant’s answers and everything you said, in ET.

6. Close the call

“Is there anything else I should know, like pets or a gate code? Thanks, [tenant name]. You’ll hear from us by [time].”

Ours with this script

  • Ours answers tenant calls and texts at any hour in your company’s name, and says it is an AI assistant.
  • It asks the safety questions you set. An emergency calls and texts your on-call person, then your backup.
  • Anything else waits for the morning, and the tenant is told when to expect a call.
Vendors

Vendors go quiet when nobody set the rules Set them before the first job

What to collect and what to agree before a vendor takes work from you. Paste it into your welcome email.

Vendor onboarding checklist

Updated

Send this with your welcome email. Don’t offer a job until the first list is complete.

Collect before the first job

  • A signed W-9, so you can file a 1099 at year end
  • A certificate of insurance for general liability, naming your company as additional insured
  • Proof of workers’ compensation, or a signed exemption where your state allows one
  • Their trade license number and its expiry date, for work that needs a license
  • The business name, the person who takes jobs and the number they answer texts on
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Agree in writing

  • Rates: hourly, trip charge and after-hours
  • The most they can spend on a job without asking, also called the NTE
  • How fast they reply to a job offer, and how fast they arrive for urgent and routine work
  • A photo and a short note when the job is done
  • How long their work is under warranty, and that a warranty callback is free
  • Whether they take after-hours emergencies, and in which hours

Keep it current

  • Put every insurance and license expiry date on a calendar, with a reminder 30 days before
  • Ask for the new certificate when one expires, and pause new jobs until it arrives
  • Review rates and response times once a year

Insurance, license and workers’ compensation rules vary by state. Check yours.

Ruth · Ridgeline ElectricTexts with Maple Street Rentals
  1. OursMonday 9:30 AM ETHi Ruth, this is Maple Street Rentals. You’re on our vendor list for electrical work. Jobs come to this number by text, or in the vendor app if you’d rather. Is this the best number for you?
  2. Ruth · Ridgeline ElectricMonday 9:42 AM ETYes, this is my cell.
  3. OursMonday 9:43 AM ETThanks. One onboarding item is still open before your first job. You can reply with a photo of it.
  4. Ruth · Ridgeline ElectricMonday 9:51 AM ETHere it is.
  5. OursMonday 9:52 AM ETThanks, Ruth. I’ve added it to your file with Maple Street Rentals.

Ours with this checklist

  • Vendors get jobs by text, or in the vendor app if they want it. Nothing to install.
  • Ours follows up on whatever is still missing from their onboarding, in your company’s name.
Vendors

You know which vendor goes quiet Put it on one page

One sheet per vendor per quarter, counted from your work orders, with the rules for moving a backup to first choice.

Vendor scorecard

Updated

One sheet per vendor, per quarter. Fill it in from your work orders and messages, never from memory. Compare it with the backup vendor for the same trade before you change anything.

The vendor

  • Vendor name: ____
  • Trade: ____
  • Area covered: ____
  • Takes after-hours work: Yes / No, number: ____
  • Place on the bench: first choice / backup
  • Quarter: ____

The numbers

MeasureHow to count itThis quarterTarget
Jobs offeredWork orders offered to this vendor__None set
Jobs acceptedAccepted out of offered__ of __None set
Median reply timeJob offer to a yes or no; take the middle value__Same business day
Visits on the agreed dayOut of jobs accepted__ of __All
Closed without a second visitOut of jobs completed__ of __9 in 10
Warranty callbacksRepairs that failed and went back__0
Invoices over the spend limitWithout approval first__0
Tenant complaintsAbout this vendor’s visits__0
Change the targets to match the terms you agreed with your vendors
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The paperwork

  • W-9 on file: Yes / No
  • Insurance certificate on file, expires on: ____
  • Trade license number, where your state requires one: ____, expires on: ____
  • Lead-safe certified firm number, for work in pre-1978 homes: ____
  • Signed vendor terms: Yes / No

The decision

  • Keep as is
  • Talk to them about: ____
  • Offer more jobs next quarter
  • Move to first choice (two quarters ahead of the current first choice)
  • Move to backup
  • Stop offering jobs, because: ____

Rules that keep it fair

  • Change the order on two quarters of evidence, not one good or bad month.
  • With fewer than five jobs in a quarter, offer more work before you draw a conclusion.
  • Talk to a vendor whose numbers slip before you drop them. Most slips have a reason.
  • Missing paperwork pauses new jobs until it arrives, whatever the other numbers say.
  • Share the card with the vendor, so they know what you measure and why.

Ours with this scorecard

  • Every job offer, nudge and reply is recorded on the case, with who it went to and when.
  • A vendor who doesn’t answer gets 4 timed nudges, then the case comes to you.
Owners

The water heater will break Agree the spend limit before it does

A one-page policy for each owner: what you approve alone, what they decide and what happens in an emergency.

Owner approval limits

Updated

Fill in the blanks with each owner and keep a signed copy with the management agreement.

Repairs we approve on our own

Any single repair up to $____ at [property address]. We schedule the work and it shows on your monthly statement with the invoice.

Repairs over the limit

  • We send you the quote, photos and the reason before any work starts.
  • You approve or decline by link or by reply.
  • If we don’t hear back within 2 business days, we call you. We don’t start work over your limit without your answer, except in an emergency.
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Emergencies

To stop damage or keep the unit safe and livable, we may approve up to $____ without waiting for you. We tell you the same day and send the invoice and photos.

Always ask the owner first

  • Replacing an appliance, a water heater, a heating or cooling system or a roof
  • Work that needs a permit
  • Upgrades between tenants that aren’t repairs
  • Using a vendor you asked us not to use

What you receive

  • A copy of every invoice over $____
  • Photos of the finished work when you ask for them
  • A monthly statement with every repair

Have your lawyer check this against your management agreement and local law.

Needs youMonday 9:52 AM ET

The owner of 9 Pine St approves work over $1,500. Send them an approval link for the $1,850 water heater repair?

#2063 · water heater · owner limit $1,500Approval link sentMonday 10:00 AM ET
Grace · owner, 9 Pine StTexts with Maple Street Rentals
  1. OursMonday 10:00 AM ETMaple Street Rentals here. The water heater at 9 Pine St needs $1,850 of work, which is over your $1,500 limit. The quote and photos are at the approval link.
  2. Grace · owner, 9 Pine StTuesday 4:30 PM ETApproved. Go ahead.

Ours with these limits

  • You set the spend limit for each property. On Cautious, the default, Ours asks you before it spends anything.
  • Over the owner’s limit, Ours asks you first, then sends the owner an approval link in your company’s name.
Owners

Planned work costs less than the same repair at night Put it on the calendar

A season-by-season list for HVAC, alarms, water heaters, dryer vents, gutters and freeze protection.

Preventive maintenance checklist

Updated

Copy this list for each property and delete what doesn’t apply. Give every task a month and a person, and record each visit on the property so the next person can see what was done.

Every month

  • Check HVAC filters, and change any that look dirty
  • Ask tenants to test smoke and CO alarms, and to report any that chirp
  • Walk common areas for leaks, lighting and trip hazards

Every three months

  • Change HVAC filters at least every three months
  • Look under sinks and around water heaters and toilets for slow leaks
  • Check exterior lighting and door closers in common areas
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Spring

  • Cooling system check-up before the hot months
  • Clean gutters and downspouts, and check they drain away from the building
  • Inspect the roof and flashing after winter
  • Check irrigation and outdoor faucets for leaks

Fall

  • Heating system check-up before the cold months
  • Clean gutters again after leaves drop
  • Disconnect hoses, shut off and drain outdoor faucets, and insulate exposed pipes
  • Check weatherstripping on doors and windows

Once a year

  • Replace batteries in alarms that use them
  • Replace smoke alarms that are 10 years past their manufacture date
  • Flush the water heater, or follow the manufacturer’s schedule
  • Clean dryer vents and check the duct is not crushed or blocked
  • Service fire extinguishers where you provide them
Tenants

Tenants ask “is anyone coming?” Answer before they have to

Seven short texts for the moments tenants wonder what is happening. Copy them into your phone or into your software’s message templates.

Tenant text messages

Updated

Change the words in brackets. Send them from one number, in your company’s name.

When the request comes in

[Company] maintenance. Thanks for letting us know about the [problem]. Is any water near an outlet or a light, or is anyone in danger? If anyone is in danger, call 911.

To stop the damage

Please turn the valve under the sink, or behind the toilet, to the right until the water stops. We’ll text you who’s coming and when.

When it can wait for the morning

Thanks. This isn’t an emergency, so we’ll contact you by [time] tomorrow to set up a visit. If anything gets worse, text or call this number.
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To book the visit

[Vendor] can come [day] at [time]. Does that work? Reply YES or send a better time.

The day before

Reminder: [Vendor] comes tomorrow, [day], at [time] for the [problem]. Please keep pets away from the work area.

When the visit moves

Update on your [problem]: [Vendor] moved the visit to [day] at [time]. Sorry for the wait. Reply if that time doesn’t work.

After the visit

[Vendor] says the [problem] is fixed. Is everything working? Reply YES, or tell us what’s still wrong.
Ana · 8 Ash St, unit 2Texts with Maple Street Rentals
  1. AnaMonday 9:12 AM ETKitchen sink is leaking under the cabinet. It won't stop.
  2. OursMonday 9:14 AM ETThanks, Ana. This is Maple Street Rentals maintenance. Is any water near an outlet or a light?
  3. AnaMonday 9:15 AM ETNo outlets near it.
  4. OursMonday 9:17 AM ETGood. Please turn the valve under the sink to the right until the water stops. I'll text you who's coming and when.
  5. OursMonday 12:20 PM ETRick's Plumbing can come tomorrow, Tuesday, at 10:00 AM ET. Does that work? Reply YES or send a better time.
  6. AnaMonday 12:21 PM ETYES

Ours with these texts

  • Ours sends texts like these in your company’s name, at any hour, and answers the replies.
  • Every text is on the case, with who it went to and when.
Tenants

Half-empty requests mean a second phone call Ask for it all the first time

The fields to ask on every maintenance request, ready for a portal, a web form or a move-in packet.

Tenant maintenance request form

Updated

About you and the home

  • Your name
  • Address and unit number
  • Best phone number, and whether we can text you
  • Preferred language

What needs fixing

  • Which room or area
  • What is wrong, in your own words
  • When it started
  • Photos or a short video (they often save a visit)
  • Is there any water, gas smell, smoke, sparks or a burning smell? Yes / No
  • Have you been able to stop it, for example with a shut-off valve? Yes / No / Not sure
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Getting in

  • May we enter if you are not home, after giving notice? Yes / No
  • Best days and times for a visit
  • Pets in the home, and where they will be
  • Alarm codes, gate codes or parking notes for the vendor

What happens next

We will reply by [time] on the next business day with who is coming and when. If anything changes or gets worse before then, call or text [your maintenance number].

Entry notice rules differ by state and city. Check yours, and match the entry question to your lease.

Work orders

A work order closed on a guess comes back Record the whole job

The fields one repair needs, from the request and the priority to the spend limit, the visit, the photo and the tenant’s confirmation.

Work order template

Updated

One work order per repair. Fill in the top half when the request comes in, and the bottom half as the job moves. If your software already has a work order screen, use this to check that none of these fields is missing from it.

The request

  • Work order number: ____
  • Date and time received: ____ ET
  • Received by: phone / text / portal / email
  • Property address and unit: ____
  • Tenant name, phone and whether we may text: ____
  • Preferred language: ____
  • What is wrong, in the tenant’s words: ____
  • Photos or video attached: Yes / No
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Priority

  • Emergency / Urgent / Routine (circle one, using your written emergency list)
  • Safety questions asked: water, gas smell, smoke, sparks or burning smell. Answers: ____
  • Damage stopped before the visit? Shut-off valve, breaker or other: ____
  • Reply sent to the tenant at: ____ ET, promising the next update by: ____ ET

Access

  • Entry permission: tenant home / may enter after notice
  • Notice given on: ____, for the window: ____ ET
  • Pets, alarm codes, gate codes, parking: ____
  • Year built: ____ (before 1978: lead-safe certified firm needed for work that disturbs paint)

The job

FieldFill in
TradePlumbing / HVAC / electrical / appliance / general / other
Assigned toIn-house technician or vendor name
Offered at____ ET
Accepted at____ ET
Spend limit for this job$____
Owner approval needed?Yes, over $____ / No
Owner approved at____ ET, by link / reply / call
Visit booked for____, ____ ET
Fill in as the job is offered, accepted and booked

The follow-ups

  • Vendor reminders sent at: ____ ET, ____ ET, ____ ET
  • Tenant updated at: ____ ET (visit booked), ____ ET (day before), ____ ET (any change)
  • Moved to the backup vendor at: ____ ET, reason: ____

The finish

  • Work done on: ____, ____ ET
  • What was done, in the vendor’s words: ____
  • Photo of the finished work attached: Yes / No
  • Parts replaced, and any warranty on them: ____
  • Second visit needed? Yes, booked for ____ / No
  • Tenant confirmed it is fixed on: ____, ____ ET
  • Invoice amount: $____, matches the spend limit: Yes / No
  • Closed on: ____, ____ ET, by: ____

Don’t close a work order on the vendor’s word alone. Wait for the tenant’s confirmation, or a photo of the finished work. If neither arrives, the work order stays open with a note saying so.

Ours with this work order

  • Ours logs the case in your software and closes the work order there.
  • Done means the tenant confirmed the fix, or the vendor or technician marked it done with a photo or a note.
Turnovers

Every empty day costs rent Turn the unit in order

A room-by-room checklist for the work between tenants, with the safety checks that are easy to skip.

Make-ready checklist

Updated

Use this on the day the keys come back. Work top to bottom, and book the trades in order: repairs, then paint, then flooring, then cleaning, then the final walk. The make-ready and turnover guide walks through each step.

Move-out walk

  • Dated photos of every room, wall to wall, before any work
  • Compare with the move-in photos, and note damage beyond normal wear for the deposit
  • Collect every key, fob, remote and mailbox key
  • Read the meters and record the numbers

Safety

  • Test every smoke alarm and CO alarm, and check each manufacture date
  • Replace batteries in alarms that use them
  • Check the water heater for leaks and its temperature setting
  • Look for exposed wiring, missing outlet covers and loose fixtures
  • Rekey or change the locks
  • Built before 1978? Use a lead-safe certified firm for any sanding, scraping or window work
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Kitchen and bathrooms

  • Run every faucet and shower, and check under each sink for leaks
  • Flush every toilet and check it stops running
  • Test the range, oven, hood fan, dishwasher, disposal and refrigerator
  • Recaulk tubs, showers and sinks where needed
  • Check bathroom fans run

Every room

  • Patch and paint walls, and touch up trim
  • Open and close every door and window, and check the locks
  • Test every light, switch and outlet
  • Replace the HVAC filter and test heating and cooling
  • Clean or replace flooring as needed

Final walk and punch list

  • Walk the unit after cleaning with this list in hand
  • Write every small item left on a punch list, with the room
  • Close the list, with a photo of each item
  • Take listing photos once the punch list is closed
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