1. When any tenant complains about any NEW maintenance issue in their property, please do the following:

(a) Check if its a minor or Major issue (refer this):

https://property-angel.freshdesk.com/a/solutions/articles/44002323620

NOTE: 

  • This list of major & minor issues is also mentioned as an Annexure in the Tenant Agreement
  • For any MINOR issues, the tenant needs to fix himself (EXCEPT if its a NEW tenant and he is complaining WITHIN 7 days of moving in). Politely inform the tenant the same. 


(b) Ask the tenant for the following:

  • When did the problem start?
  • Pictures/Video of the problem
  • Their urgency to resolve the matter
  • Times when they are home, when the vendor can call them for a video call or come and visit. 


(c) Figure out the priority based on what the tenant says, and based on the prioritization explained here: https://property-angel.freshdesk.com/a/solutions/articles/44002263417


(d) Actions to take:  (i) File ticket with priority as figured out above (i) File tracker (iii) Update in the Vendor Whatsapp group asking the relevant vendor to go. 


2. How do you know which vendor is working on which property?

(a) For a new issue, please check the vendor in the assigned zone - Please find screenshot below (filter by ACTIVE vendors only)


(b) For an existing issue, please check the maintenance work:




1. New Property Owner:  

(a) Property not being marketed as its in BAD condition

Tell the owner that a weekly mail is being sent on Wednesdays, explaining that the property is not being marketed as its in  a unsuitable condition, where we cannot show the property to tenants in this state. 

If Quote received, ask them to respond to mail. If not received, see below

(b) Quote not received 

- File tracker (if not done)

- Update on the vendor group that customer is upset no quote received. Mark the zone vendors to coordinate with MNT team and send asap.


(c) Quote clarifications

- File tracker (if not done)

- Ask the owner for some times so that the MNT team can call them.  Fix a time and ask the MNT sup to call at that time. 


(d) Inventory delay

- File tracker (if not done)

- Put it on the FIELD group asking why its delayed


(e) Work Not started/Work not complete

- File tracker (if not done)

- Update on the vendor group that customer is upset that the work is not started/complete. Mark the vendors in that zone.


2.New Tenant move-in work: 

(a) Work not started & no confirmation on whether work will be done

In the Tenant Orientation call, please discuss a timeline when (i) you will give confirmation of work (ii) When the work will complete.

In both cases, follow up with the MNT team and ensure you get before the deadlines. If not, Escalate on MNT whatsapp group. 


(b) Not happy with work at move-in/Post move-in complaint

(i) Ask the tenant for pics & update the same in the Vendor whatsapp group. Ask for times when they are available. 

(ii) Check if its part of regular move in work, or requires separate approval. 

(iii) If part of regular work, ask the Vendor when they will visit & complete the work. Inform the tenant accordingly. 

(iv) If requires separate approval, inform the tenant and ask for 2 days time. Follow up with MNT team  - if not received on time, escalate on the MNT whatsapp group. 



(c) Information missing - Parking allotment number not given/Besom ID not given/TV cable consumer number

In the Orientation call, inform the tenant to ask the field team to show them the parking and take whatever other information they need on the spot. 



4. Six-month inspection from the owner: 

(a) Not maintaining property properly

Send the tenant a warning mail & explain what the exact issues are. Ask them for a date & time when we can revisit to check on these issues and ensure its fixed. File a scheduler accordingly and assign to the Field Zone person and explain what to check for. 


(b) 6 month inspection not done

Check the 6 month inspection report to see why the work is not done. Inform the owner. 

If there is a delay from our side, complete asap. 



5. Six-month inspection from the tenant: 

(a) field team not come

Update in the field group & check why the delay


(b) Made a complaint, but no one has come to fix the issue

Update in the field group & check why the field team did not raise the issue (ONLY after we do this will they understand that this is expected)


6. Exit MNT: 

(a) Too many deductions/ quote negotiations

1. Understand CLEARLY from the customer what the dispute is about

2. If its about unpaid rent amount, check with the accounts team and explain

3. If its about Maintenance quote, SET UP a Meeting time with the customer to discuss with the Maintenance team. 

Participate in this meeting if possible. 

4. If issue not resolved in the meeting, ESCALATE to Ops manager (add in Escalations)


(b) Not receive my deposit

Check if there are any disputes and resolve as above.


(c) Customer is upset that we are asking for elec bills & assoc receipts weeks after exit. 

1. When talking to any exiting tenant, INFORM them to update all this in the exit check and email to us also

2. If customer complains later, explain that this is to be done at the time of filling exit form.