Maintenance Policy & Procedure

Purpose

At Action Property Management, we believe great maintenance is one of the most important parts of successful property management. It protects your long-term investment, ensures your property remains safe and compliant, and helps create a comfortable home for tenants—something that directly impacts tenant satisfaction and retention.

A responsive, well-organized maintenance system is not only required under landlord-tenant law, it is also a key factor in attracting and keeping high-quality tenants. Each year, our office handles hundreds of maintenance requests across a wide range of property types and conditions. This experience allows us to deliver consistent, high-quality results through a streamlined process that benefits both owners and tenants.

We maintain strong relationships with licensed and insured professional contractors across multiple trades. This network allows us to respond to maintenance issues 24 hours a day, when necessary, in accordance with this policy and all applicable laws.

Policy Overview

To ensure consistency, safety, and legal compliance, Action Property Management oversees and coordinates all maintenance for managed properties.

Under this policy:

• All maintenance—including preventive maintenance, routine repairs, and emergency response—is handled exclusively through our office using licensed and insured contractors.
• Owner approval is obtained for any non-emergency maintenance expense exceeding $500, unless the repair is necessary to prevent property damage or address a health or safety issue.
• Maintenance decisions are guided by applicable landlord-tenant laws, building codes, and habitability standards.

Owner Access and Self-Performed Maintenance

To protect tenant privacy and reduce liability exposure:

• During Tenancy: Owners, as well as their friends or family members, may not perform maintenance, repairs, or improvements while a tenant is in place. All work during tenancy must be coordinated and overseen by management.
• During Vacancy: When a property is vacant, owners may perform their own maintenance or coordinate work directly with contractors, provided the work does not interfere with marketing, showings, or compliance requirements.

Scope of Maintenance Services

We coordinate all aspects of property maintenance, including:

• Preventive maintenance (such as HVAC servicing, gutter cleaning, and similar services)
• General and routine repairs, including repair or replacement of major appliances
• Emergency response and damage mitigation (for example, no heat, lack of hot water, or active leaks)
• Capital improvements and major projects (including exterior painting, roofing, window replacement, HVAC systems, and similar upgrades)

Authorization and Spending Limits

• Repairs at or below $500 may be completed without prior owner approval when necessary to protect the property or maintain habitability.
• Non-urgent repairs exceeding $500 require owner approval before work proceeds.
• In emergencies that threaten health, safety, or the structure, repairs may be authorized immediately regardless of cost. Owners will be notified as soon as practicable.

Vendor Selection and Oversight

• We utilize qualified, licensed, and insured vendors appropriate for the scope of work.
• While we do not guarantee vendor workmanship, we take reasonable steps to ensure work is completed satisfactorily and will assist with warranty or corrective follow-up when applicable.

Maintenance Request Procedure

• Tenants may submit maintenance requests 24/7 by phone, text, email, or through the Tenant Portal.
• Whenever possible, management will first attempt to troubleshoot issues with tenants to resolve simple problems before dispatching a contractor.

Preventive Maintenance

We strongly believe that preventive maintenance reduces long-term costs and emergency repairs. Preventive services may include but are not limited to:

• Annual furnace and/or heat pump servicing
• Gutter cleaning and roof moss treatment
• Dryer duct cleaning
• Sprinkler system start-up and winterization
• Septic inspections, when applicable

Emergency Maintenance

An emergency is defined as a condition that presents an immediate risk to occupant safety, the structure, or essential services (such as no heat, active water leaks, or electrical hazards).

• Tenants are instructed to report emergencies immediately.
• We prioritize rapid response and damage mitigation to limit further loss.

Communication and Documentation

• All maintenance requests, approvals, invoices, and inspection findings are documented.
• Owners receive maintenance information through monthly statements and/or separate reports.
• Photographs and vendor notes are provided when available.

Owner Responsibilities

Owners are responsible for:

• Approving repairs in a timely manner when approval is required
• Providing funds, as requested, to cover the cost of repairs
• Maintaining required insurance coverage on the property

Special Notes

• Neither management nor the owner is liable for loss or damage to a tenant’s personal belongings. All tenants are required to carry renter’s insurance.
• Tenants must contact management to arrange all repairs and are not authorized to perform or contract for repairs on their own. Any unauthorized repairs are performed at the tenant’s sole risk and expense.
• Tenants are responsible for the cost of repairs related to damage caused by themselves or their guests, whether by accident or negligence. Management reserves the right to determine responsibility.
• Tenants are responsible for any contractor no-show fees resulting from missed or unattended appointments.

Client Involvement and Acknowledgement

This policy does not exclude owners from decision-making. Clients are kept informed and consulted as required for approvals, major repairs, and capital improvements. All maintenance coordination, however, flows through our office to ensure consistency and compliance. This Maintenance Policy and Procedure is a condition of our management services. Prior to entering into a management agreement, clients must acknowledge that they have reviewed, understand, and agree to this policy.