PPT Property Maintenance for Managers

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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

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Agenda

• Maintenance Using a Team Approach
• The Onsite Managers Role
• Exterior Maintenance
• Interior Maintenance
• Preventive Maintenance

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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.

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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.
• assists in the recruitment and retention of
  skilled maintenance personnel.

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Develop a Team Approach

• The community manager must
• establish quality standards
• share responsibilities
• value the employees
• set attainable goals and
• provide training opportunities

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Emphasize the Team Approach

• Share information and decision making.
• Inform the staff that maintenance and curb appeal
  is everyones responsibility.
• Make sure the office staff knows how to take
  accurate and detailed service requests.

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Emphasize the Team Approach (contd)

• 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.

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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.

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Actively Seek Input (contd)

• 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.
  

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Actively Seek Input (contd)

• 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.

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Support Value Everyones Contribution

• Treat everyone as an important part of the team.
• Promote mutual respect for every team member.
• Respect and understand cultural influences.

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Support Value Everyones Contribution (contd)

• 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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Training Opportunities

• Encourage and support staff members to earn
  industry designations, especially those offered
  by the National Apartment Association Education
  Institute (NAAEI)

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Report Results Celebrate Successes

• Share the results of your service records
• Make time to celebrate and acknowledge the teams
  successes and growth!
• Thank people for their work.
• Support training to enhance skills

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Activity 1

• Watch the Covey video COPA Airlines.
• In small groups, describe how team members can
  work together to meet the listed goals.

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Troubleshooting Simple Repairs

• Identify the primary complaint.
• Locate the cause.
• Fix the problem.

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Skill Check 1

• Chapter 1 Maintenance Using a Team Approach

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Chapter 2
The Onsite Managers Role
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Property Managers Responsibilities

• Set a standard for quality work
• Keep current with laws
• Keep records and certificates
• Comply with OSHA requirements
• Conduct inspections
• Oversee safety

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Property Managers Responsibilities

• Work closely with the maintenance supervisor
• Plan preventive maintenance
• Hire qualified technicians
• Know when to use a contractor
• Understand basic contracts
• Prepare and monitor budgets

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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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Communicate Expectations

• Use clearly stated service requests.
• Have correct information about the specific
  problem and any special information.
• Understand the maintenance staffs current
  workload and prioritize work.
• Keep lines of communication open.

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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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Overseeing Performance Evaluation

• 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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Contents ofService 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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Contents of Service Request Form (contd)

• Description of work completed
• Action taken
• 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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Evaluating Service Requests Will Tell You

• when service requests are occurring
• types of requests received
• who needs service
• average turnaround time for requests

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Evaluating Service Requests (contd)

• 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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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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Weekly Service Request Summary (contd)

• 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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Weekly Service Request Summary (contd)

• 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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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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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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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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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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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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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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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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Sources for Locating a Good Contractor (contd)

• 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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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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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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Job Specifications in Scope of Work (contd)

• Payment schedules
• Start and end of the work day
• Clean up required and how often
• List of references
• OSHA requirements

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Purpose of a Contract

• Contracts are used to minimize risk to the
  property, its owners and employees.

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Contract Reviews
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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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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Contents of a Contract (contd)

• 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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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
  contractors work
• Certificates of insurance
• Prevents injury claims against the property and
  protects against damage caused by contractor
  negligence

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Hire a Vendor for

• pool maintenance
• landscaping
• pest control
• interior painting and carpet maintenance

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Items for Discussion

• Periodic Services Agreement Between Owner and
  Service Provider
• Agreement Between Owner and Contractor
• Asphalt Sealcoat Specifications
• Parking Area Striping Specifications
• Toolbox

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Skill Check 2

• Chapter 2 The Onsite Managers Role

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Chapter 3
Exterior Maintenance
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Elements of Exterior Maintenance

• Property grounds
• Fences, retaining walls
• Landscape irrigation
• Exterior lighting
• Building exteriors

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Elements of Exterior Maintenance (contd)

• 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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When to Inspect

• It is necessary to inspect everything on a
  regular basis preferably once a month.

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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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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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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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Checklists

• Common Area Maintenance Checklist
• Building Maintenance Checklist (Exterior)

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Activity 3

• Look at each of the following pictures and
  identify and discuss the exterior maintenance
  issue depicted.

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Skill Check 3

• Chapter 3 Exterior Maintenance

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Chapter 4
Interior Maintenance
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Definition ofInterior 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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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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Managers 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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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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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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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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Checklists

• Unit Interior Area Maintenance Checklist
  4-6
• Building Maintenance Checklist (Interior)

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Activity 4 Inspecting an Apartment for a
Make-Ready

• Watch the video
• Think about make-ready maintenance in your
  community

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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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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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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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Comparing Quality, Cost, Size and Supplier

• To make a purchasing decision
• calculate the short and long-term costs
• consider the owners maintenance goals, and
• decide on the best value.
• The least expensive item is not always the best
  choice.

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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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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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Skill Check 4

• Chapter 4 Interior Maintenance

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Chapter 5
Preventive Maintenance
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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.

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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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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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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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Preventive Maintenance Program Development Process

• Take inventory and inspect the property
• Establish tasks and frequency
• Create a maintenance schedule

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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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Hire a Vendor

• exterior painting
• brickwork
• carpentry
• concrete and driveway repairs
• turn services (painting, carpet shampoo or
  installation)

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Hire a Licensed Expert

• central air conditioning
• elevators
• swimming pool
• pest control
• landscaping
• snow removal

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Preventive Maintenance File

• Equipment information
• Records

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Definition of Retrofitting

• Replacing worn, older less efficient parts and
  equipment with newer energy saving models.

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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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Energy Smart Practices

• Thermostats
• Lighting
• Insulation
• HVAC
• Light bulbs
• Water heaters
• Irrigation system

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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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Skill Check 5

• Chapter 5 Preventive Maintenance

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