Tenant Notice Workflow For Scheduling Maintenance when Tenant is Unresponsive

Overview

When the Maintenance Coordinator (MC) or Maintenance Tech (MT) is unable to reach a tenant to schedule a maintenance visit, the Field Tech (FT) will deliver a physical notice to the property to ensure the tenant is informed with adequate advance notice.

Step 1: Maintenance Team Initiates the Request

When the MC or MT has been unable to reach a tenant after reasonable contact attempts, they should reach out to the FT with the following information:

Property address
Nature of the maintenance work being performed
Proposed visit date (must be a minimum of 3–5 days out to allow time for notice preparation and delivery)
A preferred time window or arrival time for the visit
Any relevant context the tenant may need to know (e.g., need access to a specific room, water will be shut off briefly, etc.)

Step 2 — Leasing Coordinator Drafts the Notice

Once the FT has the visit details, the Leasing Coordinator will draft a formal notice on TOPM letterhead that includes:

Tenant name and property address
Date and time window of the scheduled visit
Brief description of the work being performed
Contact information for questions or to reschedule
Example Notice:

Hello (Tenant Name),

This is a courtesy notice that Treaty Oak Property Management will need to access the property to perform a [insert maintenance or repair].

Our [insert maintenance tech, plumber, locksmith, and name] will be onsite on [insert day, date, and time window] to complete this repair. We have not received a response to prior attempts to schedule, so we will proceed with the above date and time as permitted under your lease.

If you have any questions or need to coordinate further, please reach out to us as soon as possible.

Thank you,

Treaty Oak Property Management

(512) 504-7414

info@treatyoakproperties.com

The Leasing Coordinator or MC should also copy and paste the same message into an email to the tenant so they receive the notice through multiple channels.

Step 3 — Field Tech Delivers the Notice

The FT will visit the property and deliver the notice as follows:

Place the printed notice inside a TOPM envelope and write/highlight "IMPORTANT NOTICE" clearly on the front
Knock and ring the doorbell. If the tenant answers, hand off the notice and communicate the visit details in person
If no one answers, tape the notice securely to the front door in a visible location
Take a photo of the notice on the door for your records

After the Visit

Notify the MC that the notice has been delivered and include:

Date and time of delivery
Whether the tenant was home and received the notice in person or whether it was left on the door
Photo of the posted notice