Tenant request: handle repairs & maintenance efficiently

How to Handle Repair and Maintenance Requests from Tenants

Reference information for: Landlords and Tenants (Vietnamese, Foreign Expats)
  I still remember the day I received a call from David, an American tenant living in my apartment in Thao Dien. His voice sounded worried: "Trang, I think the air conditioner in the master bedroom is broken. It's making a rattling noise and not cooling at all."

At that moment, I must admit, I was a little flustered. It was my first time renting out an apartment, and I had very little experience dealing with issues that arose. A series of questions popped into my head: "What do I do now? Where do I find a repairman? Who will pay for the repairs?"

But after a few minutes of calming down, I realized that handling repair and maintenance requests from tenants is an inevitable part of renting out property. The important thing is to have a clear process and a cooperative attitude to resolve the issue quickly and efficiently.

In this article, I will share my experience on how to handle repair and maintenance requests from tenants, from receiving the request to completing the work, helping you build a good relationship with your tenants and protect your property.

I. Receiving Repair and Maintenance Requests

1. Always be ready to listen: When a tenant contacts you, show concern and listen carefully to the problem they are experiencing. Don't interrupt or appear annoyed; let them explain fully so you can understand the situation.

2. Record details: Record all information related to the repair request, including:

Tenant's name and contact information.

Apartment address.

Detailed description of the problem (e.g., air conditioner not cooling, faucet leaking, door stuck).

Time the problem was discovered.

Urgency of the problem.

Photos or videos (if available).

3. Confirm receipt of request: After receiving the request, confirm with the tenant that you have received the information and will handle the issue as soon as possible. This helps the tenant feel secure and trust in your professionalism.

4. Prioritize urgent issues: Determine the urgency of the problem to prioritize handling. Issues affecting the tenant's health and safety (e.g., gas leaks, electrical shorts) need to be addressed immediately. Less serious issues (e.g., burnt-out light bulbs) can be addressed later.

II. Assessing the Situation and Finding Solutions

1. Inspect yourself (if possible): If the problem is not too complex, you can inspect it yourself to determine the cause. For example, if the air conditioner is not cooling, you can check if it is out of refrigerant. However, if you do not have experience, seek help from professionals.

2. Gather quotes: Contact at least 2-3 repair service providers to compare prices and quality. Ask them to provide a detailed quote, including labor costs, materials, and completion time.

3. Choose a reputable service provider: Choose a service provider with experience, a good reputation, and a warranty for their work. You can get recommendations from friends and family or look for online reviews.

4. Inform the tenant: Inform the tenant about the solutions you have found, the estimated cost, and the repair time. Discuss with the tenant to agree on the most appropriate repair plan.

III. Performing Repairs and Maintenance

1. Schedule an appointment: Schedule an appointment with the service provider and inform the tenant. Ensure that the tenant can be present at the apartment during the repair.

2. Supervise the work: If possible, supervise the repair work to ensure that everything is done correctly. If you cannot be present, ask the service provider to provide photos or videos of the repair process.

3. Inspect after completion: After the repair work is completed, inspect thoroughly to ensure that the problem has been completely resolved. Ask the tenant to re-inspect and confirm that they are satisfied with the result.

4. Pay and keep invoices: Pay the service provider and keep all invoices and documents related to the repair work.

IV. Using Technology for Support

In the digital age, there are many tools that can help you manage and handle repair and maintenance requests more efficiently:

1. Property management software: This software allows you to track all repair and maintenance requests, repair history, and related costs. Some software also integrates with tenant communication features, making it easy to exchange information and update work progress.

2. Mobile applications: Use mobile applications to record repair requests, take photos or videos of the problem, and send them directly to the service provider.

3. Online platforms: Use online platforms to find repair service providers, compare prices, and read reviews from other customers.

4. Request management system: Set up a simple request management system, such as a spreadsheet or online document, to track all repair and maintenance requests and ensure that no requests are missed.

Real-world example:

Back to my story with David. After receiving his call, I quickly contacted a few reputable air conditioning repair companies in the Thao Dien area. After comparing quotes and reviews, I decided to choose a company with experience and highly rated by many people.

I informed David of the repair plan and scheduled an appointment with the repair company for the next day. While waiting, I actively learned more about common air conditioning problems so that I could communicate with the technician more effectively.

When the technician arrived, I was present at the apartment to supervise the work. After inspection, the technician discovered that the air conditioner was out of refrigerant and needed to be refilled. He quickly performed the work and the air conditioner returned to normal operation.

I thoroughly checked the air conditioner and asked for David's opinion. He was very satisfied with the result and thanked me for handling the problem quickly and professionally.

V. Repair and Maintenance Clauses in the Lease Agreement

To avoid unnecessary disputes, you should clearly stipulate the repair and maintenance clauses in the lease agreement. These clauses should include:

1. Landlord's responsibilities: Clearly state the repair and maintenance items that the landlord is responsible for (e.g., repairing fixed equipment, maintaining the electrical and water systems).

2. Tenant's responsibilities: Clearly state what the tenant must do to maintain the apartment (e.g., replacing light bulbs, keeping the apartment clean).

3. Repair reporting procedure: Clearly stipulate how tenants should report repair and maintenance issues (e.g., calling, emailing).

4. Response time: Clearly state the maximum time the landlord must respond to the tenant's repair request.

5. Repair costs: Clearly stipulate who will be responsible for paying for repair costs (e.g., the landlord is responsible for repair costs for equipment damaged due to natural wear and tear, the tenant is responsible for repair costs for damage caused by their fault).

VI. Maintaining a Good Relationship with Tenants

Handling repair and maintenance requests is not only the landlord's responsibility but also an opportunity to build a good relationship with tenants. Always show concern, listen, and resolve problems quickly and efficiently. This will help tenants feel satisfied and trust you, thereby extending the lease term and recommending your apartment to friends and family.

VII. When to Seek Professional Assistance?

In some cases, handling repair and maintenance requests yourself may not be the best option. If you do not have the necessary experience, time, or skills, seek help from professional property management companies.

These companies have experienced staff and a network of reputable service providers, who can help you manage and maintain your apartment effectively, minimize risks, and save time.

VIII. Special Notes for Foreign Tenants (Expats)

For foreign tenants (expats), communicating and understanding repair and maintenance procedures can be difficult due to language and cultural barriers. Make sure you provide complete, clear, and easy-to-understand information to tenants.

You can use online translation tools or hire an interpreter to assist with communication. In addition, learn about the customs and habits of tenants to avoid unnecessary misunderstandings.

Need more information or expert advice?

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