In-House Maintenance Processes

In-House Maintenance Work Orders

The majority of work orders can be handled by our in-house maintenance team. To assign a work order to our in-house team, select Riva Ridge as the Vendor and assign it to Josh Byerly. Below are a list of additional people to include depending on the specifics of the work order.

• The work order will populate on Josh’s work order report as “Assigned”

  • If it’s in “Assigned” status Josh hasn’t done anything with the work order yet.

• Once Ryan schedules the work order with the tenant, it moves to “Scheduled” status. If the tenant doesn’t respond it moves to “Waiting” status.

• Once the property has been visited and the maintenance tech has submitted their time, the work order is marked “Work Completed” with the time entered under the work order. 

• Once the time and materials are entered under the work order, the work order is marked “Completed”

  • Time is entered within 24 hours of the tech submitting the time

  • Work orders are billed as soon as the tech marks them "Ready to Bill" which is typically within a day of finishing the work

  • You can see how much will be billed under the hours entered

Additional Riva Ridge people to assign to a work order:

• Roofing: Corey Cameron

• Cleaning: Melissa Greenwood

• Pest Control: Jace Edgar

• Renovation: Brad Rembold

How to Check the status of Work Orders

Check the specific work order under "Maintenance" and "Work Orders" in Appfolio to see what the status is. It will say "Scheduled", "Work Completed" or "Ready to Bill". If it just says "Assigned" or has no status, you will need to click into the work order to see what's happening.

Check the text messages under the work order

• All of the conversations Josh is having with the tenants about scheduling is under the text function in the work order or on the tenant page

• Always feel free to email, chat or visit Josh for an update on scheduling attempts or conversations had with the tenants so far 

NOTE: *When a tenant responds to an Appfolio text, Appfolio notifies the last RR employee who messaged them*

Josh is not responsible for checking the status of a work order. It is the property manager's responsibility to make sure a work order is taken care of in a timely matter for the tenants

Estimating What A WO Will Cost with In-House

The technicians are being billed at $55/hour which is also applied to travel time. 

If you submit a work order you think will take at least 2 guys and 3 hours, that bill will be at least $330.00

Example 1:

Tenant submits a work order for deck pieces that need screwed down or replaced because wood pieces are sticking up. You ask the owner if he wants the deck repaired or replaced, the owner says replaced if it’s going to cost more than $300. You ask Ryan, he says it’ll be 2 guys and 3 hours based on the awesome pictures you uploaded from the tenant.

2 Techs @ $55/hr                         $110.00

3 hours of work                                           x3

1 hour drive time 

     there and back                          $110.00

______________________________________________

Total for Labor                               $440.00

Estimated Material for 

Wood, Screws, etc.                      $50.00

Total for Labor                          +$440.00

______________________________________________

Estimated Total                           $490.00

We can see based on a quick, rough estimation it’s already going to exceed the cost the owner wants to spend on repairs.

RESULT: You should reach out to the owner again explaining the money would be better spent replacing instead of repairing since you didn’t want to spend more than $300 on a repair and let Ryan know the work order will be unassigned from in-house.

Example 2:

Tenant submits a work order for a towel rack that came out of the wall, and the towel rack has mysteriously disappeared. Also, they want someone to take care of everything else. You think the work for the towel rack will take one tech and about an hour in work and an hour in driving there and back. How much will it cost if the price of a towel rack is $30? 

What information do you still need to collect before assigning the work order to in-house?

• Photos of where the towel rack came out

• Change the description to include timeline, urgency, and the title (Name - Area - Zip Code)

• Contact the tenant for more details on what happened

  • Try to determine if it should be charged back to the tenant

• Assess exactly what needs done and edit the description to reflect that. Define “everything else”

  • If in-house, reassess the cost to include what the tenant means by “everything else”

  • Edit the description removing “everything else” and adding more details

    • Towel rack, cabinet handle, outlet cover, etc. details