Repairs decide whether good tenants stay
A tenant who waits two weeks for a leaking tap starts looking for another place. Repairs are one of the main reasons good tenants leave, and good tenants are the ones you most want to keep. The problem is rarely the repair itself. It is that requests come in by call, message and in passing, and some of them get forgotten.
A simple system fixes most of this. It does not need to be complicated.
Step 1: One way to raise a request
Tell every tenant how to report a problem and stick to it. Every request should include the unit, what is wrong, and when it started. A photo helps. If tenants report problems to the caretaker, the caretaker should pass them on the same way, so every request ends up in one list.
Step 2: Sort by urgency
Not every request is equal. Decide in advance what counts as urgent and what can wait a few days.
- Urgent: water leak, no water, electrical sparks, broken main lock
- Soon: fan or light not working, blocked drain, geyser fault
- Planned: painting, small cracks, cupboard hinges
- Tenant's responsibility: as written in the agreement
Step 3: Assign and set a date
Every request needs one person responsible: a plumber, electrician, caretaker or yourself. Note who it is and when they will visit. Tell the tenant the expected time. Most tenants are patient when they know someone is coming on Thursday. They get frustrated when they hear nothing.
Keep a short list of reliable workers with their phone numbers and usual charges. Having them ready saves time on every request.
Step 4: Close it properly
When the work is done, confirm with the tenant that the problem is fixed before you mark it closed. Note what was done and what it cost. This record is useful later. If the same tap leaks three times in a year, you know it needs replacing instead of another patch.
Who pays for what
Your agreement should say which repairs the tenant handles and which you handle. A common split is that the owner pays for structural work, plumbing lines, wiring and major appliances supplied with the unit, while the tenant handles small consumables and damage they cause. Whatever you agree, follow it the same way every time. If a repair is the tenant's cost, say so before the work starts, not after.
For society managers
In a housing society, common area problems like lifts, water pumps, lights in the corridor and drainage affect everyone. Keep these requests on the same list, mark them as common area, and share the status with the committee. Residents complain less when they can see that a request has been logged and assigned.
Mistakes to avoid
These come up again and again. Check your own routine against this list.
- Taking requests on calls and not writing them down
- Not telling the tenant when someone will visit
- Closing a request without checking with the tenant
- Not recording the cost of each repair
- Ignoring repeat problems in the same unit
Prevent repeat requests with routine checks
Many repair requests can be avoided with a few planned checks. Clean water tanks on a schedule, service geysers before winter, check terrace drains before the monsoon, and look at wiring and switchboards in older units once a year. Pick a month for each task and note it, so it happens even when you are busy.
When a tenant moves out, use the gap to fix small things that would otherwise turn into requests later. A unit handed over in good condition gets fewer complaints in its first months.
Routine checks also give you a reason to visit with notice, see how the unit is being kept and spot small problems before they grow. Tell tenants about planned checks a few days ahead, and keep the visit short and respectful of their time.
Keep tenants informed
A short message at each stage goes a long way: request received, worker assigned with a date, work done. Tenants do not expect instant repairs. They expect to know what is happening. Clear updates also cut down the number of calls you get asking about the same problem.
How VegaRent helps
In VegaRent, each maintenance request is logged with the unit, the problem and the date raised. You assign it to a worker and move it from open to in progress to done, and the repair history stays with the unit. Repair costs can go into expense reports for that property. For a demo, message D&D Technology on WhatsApp at +91 95116 38160.
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