1. Property Maintenance for Managers

2. Course 6: Property Maintenance for Managers Chapter 1
Introductions
Your name
Where you work
Your job responsibilities
How long you have been in the industry
What you hope to get from this class
Course 6: Property Maintenance for Managers Chapter 1

3. Course 6: Property Maintenance for Managers Chapter 1
Agenda
Maintenance Using a Team Approach
The Onsite Manager’s Role
Exterior Maintenance
Interior Maintenance
Preventive Maintenance
Course 6: Property Maintenance for Managers Chapter 1

4. Course 6: Property Maintenance for Managers Chapter 1
Definition
Maintenance refers to the upkeep and repair of property and equipment. It involves different tasks, including:
make-ready services
daily property, mechanical, and curb appeal inspections
preventive maintenance services and retrofitting, and
timely, quality responsiveness to resident service requests.
Course 6: Property Maintenance for Managers Chapter 1

5. Benefits of a Well-Maintained Property
Costs less because of:
increased maintenance efficiency
expense control or reduction, and
scheduled preventive maintenance that extends the life of equipment, fixtures, and structures.
Course 6: Property Maintenance for Managers Chapter 1

6. Develop a Team Approach
The community manager must:
establish quality standards
share responsibilities
value the employees, and
set obtainable goals.
Course 6: Property Maintenance for Managers Chapter 1

7. Emphasizing the Team Approach
Share information and decision making.
Inform the staff that maintenance and curb appeal is everyone’s responsibility.
Make sure the office staff knows how to take accurate and detailed service requests.
Course 6: Property Maintenance for Managers Chapter 1

8. Emphasizing the Team Approach, continued
Encourage residents to report maintenance needs promptly before they become more costly repairs or emergencies.
Follow up to make sure repairs were completed and that you have a satisfied resident.
Course 6: Property Maintenance for Managers Chapter 1

9. Course 6: Property Maintenance for Managers Chapter 1
Actively Seek Input
Make a point of speaking with the Maintenance Supervisor or staff every day.
Make sure a discussion about maintenance is part of every staff meeting.
Course 6: Property Maintenance for Managers Chapter 1

10. Actively Seek Input, continued
Engage residents in conversations both on the grounds and in their homes.
Develop a network for finding help - use schools, temporary employees, contractors and vendors.
Listen, discuss and/or explain specific problems.
Course 6: Property Maintenance for Managers Chapter 1

11. Actively Seek Input, continued
Seek input for possible decisions and timeframes. Not every problem is urgent.
Respect workloads and schedules. Work with your Maintenance Supervisor to set schedules for daily, weekly, monthly and overtime maintenance work.
Course 6: Property Maintenance for Managers Chapter 1

12. Support & Value Everyone’s Contribution
Treat everyone as an important part of the team.
Promote mutual respect for every team member.
Respect and understand cultural influences.
Course 6: Property Maintenance for Managers Chapter 1

13. Support & Value Everyone’s Contribution, continued
When situations arise that make people feel uncomfortable, be involved in finding an agreeable solution.
Be aware of stereotypical attitudes and practices.
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14. Training Opportunities
Encourage and support staff members to earn industry designations, especially those offered by the National Apartment Association Education Institute (NAAEI)
Course 6: Property Maintenance for Managers Chapter 1

15. Report Results & Celebrate Successes
Share the results of your service records
Make time to celebrate and acknowledge the team’s successes and growth!
Thank people for their work.
Course 6: Property Maintenance for Managers Chapter 1

16. Troubleshooting Simple Repairs
Identify the primary complaint.
Locate the cause.
Fix the problem.
Course 6: Property Maintenance for Managers Chapter 1

17. Course 6: Property Maintenance for Managers Chapter 1
Activity #1
Work with your group to identify the steps you would take to deal with situations #1 and #2.
Discuss what makes the communities in situations #3 and #4 successful.
Course 6: Property Maintenance for Managers Chapter 1

18. Course 6: Property Maintenance for Managers Chapter 1
Skill Check #1
Chapter #1: Maintenance Using a Team Approach
Course 6: Property Maintenance for Managers Chapter 1

19. Course 6: Property Maintenance for Managers Chapter 1
The Onsite Manager’s Role
Course 6: Property Maintenance for Managers Chapter 1

20. Property Manager’s Responsibilities
Set a standard for quality work
Keep current with laws
Keep records and certificates
Comply with OSHA requirements
Conduct inspections
Oversee safety
Course 6: Property Maintenance for Managers Chapter 1

21. Property Manager’s Responsibilities
Work Closely with the maintenance supervisor
Plan preventative maintenance
Hire quality technicians
Know when to use a contractor
Understand basic contractors
Prepare and monitor budgets
Course 6: Property Maintenance for Managers Chapter 1

22. Setting High Quality Standards
Quality standards include the way you treat others. Be respectful, ethical and honest.
Ensure that repairs are completed correctly and in a timely manner.
Follow preventive maintenance schedules.
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23. Communicate Expectations
Use clearly stated service requests.
Have correct information about the specific problem and any special information.
Understand the maintenance staff’s current workload and prioritize work.
Keep lines of communication open.
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24. Points to Consider in Hiring Maintenance Personnel
The job description, including detail about the work to be performed
Number of years and type of experience
Formal education or training in industry designations
Experience working with contractors and suppliers
Ability to take/give directions and maintain schedules
Administrative skills
Professional attitude and appearance
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25. Overseeing the Evaluation of Performance
This is an ongoing task. Ask these
three (3) questions.
Is the employee properly assigned work for his skill level and experience?
Is the work completed correctly and in a timely manner?
Are any problems the result of lack of knowledge or lack of performance?
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26. Contents of Service Request Form
Resident name and address
Date and time of request
Repair or maintenance requested
Permission to enter
Name of service technician assigned
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27. Contents of Service Request Form, Continued
Description of work completed
Action take
Follow up needed (if any)
Estimate of cost incurred
Amount of time spent for service/repair
Follow-up call with resident or post-inspection
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28. Evaluating Service Requests
Summarizing service requests will give you information about:
when service requests are occurring
types of requests received
who needs service
average turnaround time for requests
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29. Evaluating Service Requests, Continued
status of vacant residences
cost of service/repair
technician work performance records
planning maintenance and repairs, and
training and/or adding staff.
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30. Weekly Service Request Summary
Maintenance technician information:
Name and job title
Number of service requests completed
Types of work performed
Total number of hours worked
Space for comments
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31. Weekly Service Request Summary, Continued
Property information:
Total number of service requests received
Total number completed and pending
Total number needing parts
Total number remaining from previous week
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32. Weekly Service Request Summary, Continued
Property information:
Total follow-up calls/inspections made
Total number of emergencies handled
Make-readies cleaned, painted, repaired and completed
Preventive maintenance tasks completed and hours worked
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33. Course 6: Property Maintenance for Managers Chapter 2
Activity #2
Work with your group to identify the trend that occurs in the service request summary. There may be more than one trend.
Discuss the steps you would take to deal with this situation.
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34. Definition of Contractor
A contractor is a person or company, who is a separate business entity, that performs specific services or work and is hired to perform activities that your normal maintenance or housekeeping staff cannot do or where it has been determined that it is more cost effective to use such an outside vendor.
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35. Ways to Select a Contractor
Contractors are generally selected by using a bidding process and require a legal contract before work can begin.
Remember that you are looking for the best candidate for the job, not the least expensive one.
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36. When to Hire a Contractor
Shortage of staff due to illness, vacation, termination.
Lack of specific skills.
Lack of specialized equipment.
Lack of required licenses or permits.
To save money.
Materials or supplies may not be available locally.
Total cost of labor may be more cost effective if borne by the contractor.
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37. Advantages of Contractors
Specialized skills and quality based experience.
Expenses for purchasing and maintaining specialized equipment are avoided.
The maintenance staff can continue to meet daily service needs and preventive maintenance schedule.
The contractor handles required licenses, permits and insurance.
Safeguards warranty issues.
It may provide faster, more accurate, timely, and complete work product.
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38. Disadvantages of Using Contractors
Quality of work may vary from contractor to contractor.
Contract disputes can result in property liens and legal problems.
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39. Sources for Locating a Good Contractor
Researching the job to see what is needed.
Asking for referrals
Contacting the local apartment association
Contacting other apartment communities or management companies
Asking other contractors
Looking in the newspaper
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40. Sources for Locating a Good Contractor, Continued
Looking in trade magazines
Asking suppliers – lumber yards, paint companies
Asking utility companies
Reviewing who did prior work at your property or other apartment communities
Calling the Better Business Bureau
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41. Purpose of the Bidding Process
The bidding process will help you to select the best contractor for the job.
Sound business practices frequently call for three (3) bids from separate contractors.
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42. Job Specifications in Scope of Work
Detailed description of the work to be done
Specific materials and equipment to be used
Location of the job
Timeframe for completion
Licenses and permits needed
Insurance, warranties, guarantees
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43. Job Specifications in Scope of Work, Continued
Payment schedules
Start and end of the work day
Clean up required and how often
List of references
OSHA requirements
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44. Course 6: Property Maintenance for Managers Chapter 2
Purpose of a Contract
Contracts are used to minimize risk to the property, its owners and employees.
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45. Course 6: Property Maintenance for Managers Chapter 2
Contract Reviewers
All contracts are subject to local,
state and federal laws. An attorney
should review contracts before they
are signed to ensure compliance and
reduce risk.
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46. Course 6: Property Maintenance for Managers Chapter 2
Contents of a Contract
The scope and nature of the work to be performed.
The starting and completion dates.
A remedies and cancellation clause.
A hold harmless clause.
Proof of workers compensation and proof of comprehensive general liability insurance.
Total cost of work.
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47. Contents of a Contract, Continued
A payment schedule, outlining retainage fees (a percentage of the payment held until satisfactory completion of work).
List of subcontractors, if any
Performance penalties, if applicable
Daily start and end times
Required clean up and frequency
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48. Four (4) Ways to Reduce Risk in a Contract
Lien waivers
Protects the property and management company from claims filed by a contractor
Multiple payee payments
Ensures all parties are paid and protects against mechanical or material liens on the property
Payment and performance bonds
Ensures both the price and performance of a contractor’s work
Certificates of insurance
Prevents injury claims against the property and protects against damage caused by contractor negligence
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49. Course 6: Property Maintenance for Managers Chapter 2
Hire a Vendor for:
pool maintenance
landscaping
pest control
interior painting and carpet maintenance
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50. Course 6: Property Maintenance for Managers Chapter 2
Items for Discussion
Periodic Services Agreement Between Owner and Service Provider
Agreement Between Owner and Contractor
Asphalt Sealcoat Specifications
Parking Area Striping Specifications
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51. Course 6: Property Maintenance for Managers Chapter 2
Skill Check #2
Chapter 2: The Onsite Manager’s Role
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52. Course 6: Property Maintenance for Managers
Chapter 3
Exterior Maintenance
Course 6: Property Maintenance for Managers

53. Elements of Exterior Maintenance
Property grounds
Fences, retaining walls
Landscape irrigation
Exterior lighting
Building exteriors
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54. Elements of Exterior Maintenance, Continued
Pools, ponds and other water features
Utility buildings, trash and mail areas
Parking lots and sidewalks, carports and garages
Tennis courts, spas, volleyball areas, playgrounds and picnic areas
All public accessibility areas with ADA and Fair Housing Act implications
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55. Course 6: Property Maintenance for Managers Chapter 3
When to Inspect
It is necessary to inspect everything on a regular basis – preferably once a month.
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56. Benefits of Frequent Inspections
Inspections can help you find problems when they are relatively small, easy, and inexpensive to repair
Frequent inspections also ensure the safety of the property and residents.
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57. Who Should Accompany You
The Maintenance Supervisor should accompany you.
Inspections also provide excellent training opportunities for others on your staff.
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58. Documenting the Inspections
Checklists provide a written record of the inspection and can be used for comparison with previous inspections.
Photos are useful and provide excellent backup for inspections and “incidents” requiring photographs.
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59. Course 6: Property Maintenance for Managers Chapter 3
Checklists
Common Area Maintenance Checklist
Building Maintenance Checklist (Exterior)
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60. Course 6: Property Maintenance for Managers Chapter 3
Activity #3
Look at each of the following pictures and identify and discuss the exterior maintenance issue depicted.
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61. Course 6: Property Maintenance for Managers Chapter 1

62. Course 6: Property Maintenance for Managers Chapter 1

63. Course 6: Property Maintenance for Managers Chapter 1

64. Course 6: Property Maintenance for Managers Chapter 1

65. Course 6: Property Maintenance for Managers Chapter 1

66. Course 6: Property Maintenance for Managers Chapter 1

67. Course 6: Property Maintenance for Managers Chapter 3
Skill Check #3
Chapter 3: Exterior Maintenance
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68. Course 6: Property Maintenance for Managers
Chapter 4
Interior Maintenance
Course 6: Property Maintenance for Managers

69. Definition of Interior Maintenance
Interior Maintenance refers to the work required to inspect, repair or replace items that keep building interiors, including residential units, in excellent condition.
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70. Elements of Interior Maintenance
Office and clubhouse areas
Interior hallways
Cleaning and janitorial areas
Business centers, fitness centers, laundries and other interior amenities and common areas
Service to occupied units
make-ready of residential units
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71. Manager’s Responsibility
Make-ready maintenance is one of the most intensive activities in apartment management. The manager is involved in:
pre-inspecting the unit
deciding what maintenance and make-ready tasks are needed, and
post-inspecting the unit.
The Community Manager is responsible for the “market-ready” condition of the property.
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72. Course 6: Property Maintenance for Managers Chapter 4
Move-Out Inspection
Inspect each vacant unit to determine the scope of the make-ready process.
Be thorough. A good inspection of appliances includes turning on the stove, dishwasher, exhaust fans and disposal, and opening the refrigerator door. Bring a flashlight and paper to make notes.
Work with your maintenance and housekeeping staffs to develop make-ready plans.
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73. Prioritizing Make-Ready Tasks
Three (3) factors:
The tasks and supplies required to “turn” a vacant unit.
Amount of time each task takes.
How many tasks can be done at the same time.
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74. Order of make-ready maintenance
Trash removal
Pest control
Mechanical systems
Retrofits and rehab items
Sheetrock, doors, windows, locks, cabinets, counters
Painting, caulking
Flooring
Final cleaning and welcome gift
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75. Course 6: Property Maintenance for Managers Chapter 4
Checklists
Unit Interior Area Maintenance Checklist
Building Maintenance Checklist (Interior)
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76. Activity #4: “Inspecting an Apartment for a Make-Ready”
Watch the video
Think about make-ready maintenance in your community
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77. Course 6: Property Maintenance for Managers Chapter 4
Inventory Management
Material purchasing and managing inventory contributes to the Net Operating Income and consequently adds value.
Maintenance and repairs can be handled more efficiently when tools or parts are readily available.
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78. Course 6: Property Maintenance for Managers Chapter 4
Who is responsible
The Maintenance Supervisor is responsible for
maintaining an inventory of frequently used parts and supplies, and
balancing the expense of the inventory with the timing of the need.
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79. Course 6: Property Maintenance for Managers Chapter 4
Standard Inventory
Items that are used frequently.
Items that are used infrequently, or that are extremely expensive, are not normally included in standard inventories.
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80. Comparing quality, cost, size and supplier
To make a purchasing decision:
calculate the short and long-term costs
consider the owner’s maintenance goals, and
decide on the best value.
The least expensive brand is not always the best choice.
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81. Storage of Tools and Supplies
Controlling inventory costs is important.
Storage areas should be secure, conveniently located, and well organized.
All OSHA standards should be followed for safety purposes.
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82. Course 6: Property Maintenance for Managers Chapter 4
Vendor Programs
Allow you to purchase items at a lower prices
May have spending requirements to qualify for discounts
May include rebates that are tied to spending levels
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83. Course 6: Property Maintenance for Managers Chapter 4
Skill Check #4
Chapter 4: Interior Maintenance
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84. Course 6: Property Maintenance for Managers
Chapter 5
Preventative Maintenance
Course 6: Property Maintenance for Managers

85. Preventive Maintenance
A proactive approach to protecting and maintaining the value of property assets.
Designed to:
extend the life of equipment
reduce unexpected problems, and
lessen the likelihood of normal problems becoming more costly ones.
Course 6: Property Maintenance for Managers Chapter 5

86. Five (5) Benefits of Preventive Maintenance
reduces service requests
reduces expenses
extends the useful life of fixtures and equipment
increases resident satisfaction and retention
increases the value of the property
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87. Course 6: Property Maintenance for Managers Chapter 5
Success Factors
Gain the commitment of everyone.
Customize your program.
Communicate frequently with your staff.
Monitor and follow up on PM activities.
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88. Inspections & Inventory
A good preventive maintenance (PM) program begins with a thorough inspection of the property and a list of all items that are subject to regular inspection.
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89. Preventive Maintenance Program Development Process
Take inventory and inspect the property
Establish tasks and frequency
Create a maintenance schedule
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90. Course 6: Property Maintenance for Managers Chapter 5
Inventory Records
It is important to keep inventory records so you have the information you need to submit a claim to the insurance company in case of theft.
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91. Course 6: Property Maintenance for Managers Chapter 5
Hire a Vendor
exterior painting
brickwork
carpentry
concrete and driveway repairs
turn services (painting, carpet shampoo or installation)
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92. Course 6: Property Maintenance for Managers Chapter 5
Hire a Licensed Expert
central air conditioning
elevators
swimming pool
pest control
landscaping
snow removal
Course 6: Property Maintenance for Managers Chapter 5

93. Preventive Maintenance File
Equipment information
Records
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94. Definition of Retrofitting
Replacing worn, older less efficient parts and equipment with newer energy saving models.
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95. Benefits of Retrofitting
enhance the value of the property
better serve the residents
reduce operating costs
lengthen the time between service calls
conserve energy and resources
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96. Energy Smart Practices
Thermostats
Lighting
Insulation
Light bulbs
Water heaters
Irrigation system
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97. Course 6: Property Maintenance for Managers Chapter 5
Activity #5
Work with your group to determine the amount of water and money saved by replacing old showerheads with new, more efficient ones.
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98. Course 6: Property Maintenance for Managers Chapter 5
Skill Check #5
Chapter 5: Preventive Maintenance
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