Emergencies

Emergencies happen and often after hours. How do we tackle these in the best way for our owners and tenants?

1. Establish as many details about the emergency as possible from the tenant including pictures if possible. Decide if it something that needs to be done ASAP or if you have time to consult the owner. If you don't have time to consult the owner be sure to communicate the details with them as soon as you have a chance.

2. Utility or Emergency Services Emergencies will require a tenant to take action immediately (e.g. gas leak, fire, police emergency). In those cases they will need to get back to you ASAP with what follow up work needs to happen. For example, a tenant smells gas and calls People's Gas to come find the leak. People's Gas comes and finds a leak in the furnace, shuts the gas to the furnace off and red tags it. You will need to contact an HVAC company to come repair that furnace ASAP.

3. Other emergencies might be something you send a subcontractor out for.  This will most likely be a plumbing or HVAC issue. Contact them directly with the tenant information and all other pertinent information but also put in a work order to track it for billing and future reference.  Communicate this information to the tenant so they know how it's being handled.

4. Our in-house maintenance team has an on-call tech available outside of normal business hours.  This role rotates weekly and the person on call is on the Riva Ridge Google Calendar.  To utilize this person:

A. Create a work order in Appfolio with all of the information you normally put in a work order as well as the information you gathered from the tenant with the addition of the first line being "EMERGENCY ON CALL-CALL OUT!!!!". Assign the work order to Josh and the on-call tech

B. Contact the on-call tech directly via a call or text with all of the information and confirm when they can be out.

C. Communicate with the tenant(s) who is coming and when.

D. Be available for any calls from the tech to be able to provide any additional information as needed.

E. Confirm with the tech when the work is done and if any follow up repairs are needed.

5. Submit any work orders needed for follow up work (e.g. repair holes after a plumbing leak and repair).

6. Communicate the final results and costs to the owner.