Maintenance Role To-Do List

First Step After Login to your PC. Open Chrome, set/save all your credentials and passwords & request for Google Docs view access & ensure the following list of items is always open & tab locked on the main screen to be up to date:

*Articles: HelpScout

Gmail:
The first step after signing in to your Gmail, go into the settings & update the general view items & inbox settings, adding up the extension as explained in the screenshots below:

Signature Template:

Thanks!
Oliver Austin
Maintenance Support
Treaty Oak Property Management
Office: (512) 504-7414
Hours of Operation: M-F 9-5
Please read our Frequently Asked Questions, 
which includes our repairs policy & more.

Chrome Extensions:
These 6 Chrome Extensions are a must for smooth Transitions across the day.

AppFolio:
Dashboard Overview:

Work Order Summary:

Text Messages:

Maintenance Coordinator Responsibilities:
*Assign work orders Timely & Troubleshoot work orders with tenants if necessary or if the context isn't clear.
*Update Tenants Via Text, notifying them that the WO is assigned to the appropriate vendor and that they will be contacted shortly to schedule. Here is a template: "Hello, This is Oliver with Treaty Oak Properties. Please note that I've assigned your WO to our vendor, and he will contact you to schedule as soon as possible. Please feel free to reach out if you have any questions."
Ensure the vendor received the WO & you've received the acknowledgment from them confirming they got it on schedule & then ensure they get there on the given time & if there is any sort of delay tenants need to be informed. Upon completion of the work order ensure the invoice is received & WO is marked as completed & if the vendor has sent an estimate for the scope of work then ensure it's relayed to the concerned manager.

Work Order Management:

  • Assign work orders in AppFolio to the necessary vendor.
  • Reference guide: Loom Tutorial.
  • Communicate with TOP regarding owner-approved repairs ($500+).
  • Assist vendors and TOP staff with coordinating access to properties with tenants to complete WOs, inspections, and necessary
  • Prioritize Urgent / time-sensitive work orders—alert TOP staff immediately of any fire/flood/human injury.
  • Support handyman and TOP employees in tenant coordination and work order submission during Fall/Spring annual property inspections.

Utilities Management:

  • Update AppFolio with account numbers, utility companies, and property notes.
  • Update the spreadsheet with connection/disconnection dates and companies.
  • Submit utility connection and disconnection requests.
  • Refer to the spreadsheet and AppFolio to identify upcoming vacancies.
  • Ensure all utilities are connected online or over the phone for move-outs.
  • Disconnect utilities for move-ins.
  • Refer to the spreadsheet and AppFolio to identify upcoming vacancies.
  • Update AppFolio with utility account numbers.

Monday Tasks:

  • Check for upcoming leases:
  • Schedule disconnection of utilities the day after leases start.
  • Email Anna anna@apmhelp.com utility invoices.
  • Begin utility connection requests for end-of-month move-ins (First Monday of each month; complete by Friday of that week).

Tuesday Tasks:

  • Pay utility bills online or over the phone.

Work Order Management:

  • Close out completed work orders.
  • Request missing invoices from vendors.
  • Confirm work completion with tenants and vendors.
  • Support TOP staff in the completion and coordination of any make-readies or move-outs.
  • Add assigned key numbers to the corresponding property pages in AppFolio using Billy Steve invoices.
  • Reference guide: Loom Tutorial.
  • Advise TOP employees of tenant red flags (e.g., lease violations such as lawn care, parking, pets, or property abuse).
  • Review all open work orders weekly and ensure they are being completed promptly. Work Orders should not be open longer than one week.
Daily Morning Tasks & info on how I troubleshot and identified the vendor for WO
WO that came in last night and daily morning tasks: https://www.loom.com/share/614c03fa59774c989aeeaf79caa83796

How to create A WO:
Often, we will have to create a WO ourselves, as opposed to having the tenant submit it. 

This happens a lot - it happens when we visit a property and see something in need of repair, or like in this case, when a neighbor calls and complains about something for a VACANT property. One with no tenants there to report issues.

Here is a LOOM regarding how to CREATE a work order yourself - please SAVE THIS: https://www.loom.com/share/ef5223523b014d13b32ce27938104643

WO Status Changes / Updates:
here is a higher-level walk-through of WO status changes, and why you might currently see what you see, and who is in charge of it moving forward and why: https://www.loom.com/share/8747329b52b14bf58e7c8df39003d84a

Clearing out old WO's:
Here is a LOOM that explains how to run vendor ledgers, check to see if WOs have been paid, and how to research or troubleshoot whether or not to close something out.

Utility Connection/Disconnection Procedures and Paying Utility Bills:

Utility Connection Procedure:
Step 1:
First Monday of every month, check which properties are vacating that month and make a list. Make sure to include the corresponding utility companies on your list. Refer to appfolio for properties utility companies. This is in the notes at the bottom.
Step 2:
Call utility companies and schedule connections to be put into Treaty Oaks’ name one day before the lease ends. If the lease ends on a Saturday, Sunday, or Monday set the connection date to the Friday before. This should be done before the first Friday of the month. For time efficiency, call one company and do all properties that fall under that company then repeat.
Step 3:
As you connect utilities “by service” update the “Vacancies” spreadsheet's cells that correlate with that and enter utility companies' abbreviation, for example, "TGS" or "COA" . Make sure you enter the connection date as well.
Utility Disconnection Procedure:
Step 1:
Every Monday of each month, compile which properties are starting new leases for the next month and make a list.
Step 2:
Refer to the appfolio for properties utility companies. This is in the notes at the bottom.
Step 3:
Call utility companies and schedule disconnection services out of Treaty Oaks’ name for the 1st business day after the lease begins. If the lease ends on a Friday, disconnect on a Monday.
Step 4:
As you disconnect utilities “by service” update the “Vacancies” spreadsheet and cell that correlates with that and enter “OFF”. Make sure you enter on the turn-off date as well.
Step 5:
Once the property is leased you can copy that row's information to the "leased" section of the spreadsheet.
Paying Bills Procedures:
Step 1:
Every Tuesday Anna will email a list of bills that need to be paid. Make a list of the bills and the companies they must be paid to. Check the "Utility Contact Information" page for how to pay the bill.
Step 2:
Pay the bill accordingly.
Pay at HEB: Go to HEB with filled-out "check free pay" slips and a TRUST card. Gather all receipts and write the property address at the top of the receipt.
Pay online: Go to the utility company website and pay with a TRUST card. Screenshot this receipt or check for an emailed receipt.
Step 3:
Email pictures of receipts to Anna or forward the invoice to Anna if paid online.
Side Notes:
  • Account numbers and service providers (appfolio)
  • Efficiency hack - Sort properties by city(ATX,RR,CDR PRK, ETC.)
  • For utilities that need to be switched over 30 days in advance, we must submit an online form (COA)
  • You will be utilizing the “Vacancies” spreadsheet for move-out and move-in information
  • ***Whenever you call to start service use THE SAME ACCOUNT NUMBER (refer to appfolio property page)***
  • Early Termination = No utility connection needed

Utility Companies Contact Information:
City of Austin Utilities:
Call to connect utilities
Pay via Western Union pay @HEB
(512)-494-9400

City of Round Rock Utilities:
Connect Utilities Online
Pay bills online
(512) 218-5460

City of Cedar Park Utilities:
Connect Utilities Online
Pay bills online
(512) 401-5000/ ub@cedarparktexas.gov

City of Pflugerville Utilities:
Connect Utilities Online
Pay bills online
(512) 990-6100

City of Leander Utilities:
Connect Utilities Online
Pay bills online
(512) 259-1142

City of Georgetown Utilities:
Connect Utilities Online
Pay bills online
(512) 930-3640

City of Dripping Springs Utilities:
Connect Utilities Online
Pay bills online
(512) 858-7897

Manville Water Supply:
Pay bills online with account #
(512) 856-2488

Jonah SUD Water Supply:
Connect Utilities Online
Pay Online
(512) 759-1286

Brushey Creek MUD:
Connect Utilities Online
(512) 255-7871

Lakeway MUD:
Connect Utilities Online
(512) 261-6222

Wells Branch MUD:
Connect Utilities Online
(512) 251-9814

North Austin MUD #1:
Connect Utilities Online
(512) 246-1400

Travis County WCID 11:
Connect Utilities Online
(512) 266-9996

Travis County Water 17:
Connect Utilities Online
(512) 266-1111

Southwest Water Company:
Connect Utilities Online
(866) 654-7992

Cirro Energy:
(800) 692-4776

ATMOS Energy:
Pay at HEB via check free pay
(888) 286-6700
Notes: connect/disconnect utilities over the phone

Texas Gas Service:
Pay at HEB via check free pay
(800) 700-2443
Notes: Can email for disconnection and connection of utilities if you have more than 4 properties: webcustomerrelations@onegas.com

TXU Energy:
Pay at HEB via check free pay
Call to connect utilities
(877) 693-0697 

Pedernales Electric: 
Call to connect utilities
Pay online
(888) 554-4732

Reliant Energy:
Connect Utilities Online
Pay at HEB via check free pay
1-866-222-7100

Waste Connections:
Connect Services Online
Pay online
(844) 708-7274

Winter Weather Emails / Bulk Sent

Just a reminder that Walt needs to winterize vacant units including the early termination units. We charge the vacating tenant for this, as it’s their responsibility to protect the home—our responsibility it to protect our client's property first and foremost.

Subject: Freezing Temperature Preparations & Tips

Greetings!

As we gear up for the colder months, it's crucial to ensure you're well-prepared for the upcoming winter season. Taking preventive measures is essential to avoid frozen or burst pipes, and as outlined in section 17.A of your lease, the responsibility falls on the residents.

Please review the items below and CONTACT US if you have any questions!

1- In anticipation of freezing weather, drip faucets. Do not run the faucet in a steady stream.
2- Leave the faucets dripping until the temperature rises to at least 40 degrees.
3- Be sure to leave the cabinet doors under all sinks open to allow the plumbing access to heat.
4- Keep your heat at a minimum of 65 degrees inside your home. Your heat should NOT be turned off anytime that temperatures are below freezing.
5- Disconnect garden hoses from exterior hose bibs and insulate outside faucets with proper exterior styrofoam covers.
6- Know how to operate the homeowner water shut-off valve: Locate Main Water Shut Off Valve - Reliant Plumbing
7- Keep bottled water, extra blankets, battery-powered electronic chargers, and radios on hand.

Are you planning to leave town? 

  • Turn “off” the water to the property, from the main shut off.
  • Consider having somebody check the property periodically. 
It's crucial to take these steps to avoid the inconvenience and potential damages associated with frozen pipes.
Please be diligent and stay alert to weather conditions and warnings via City, State and National weather sources and apps. Attached is a helpful guide from Austin Water:

As freezing temperatures approach, please ensure to check your email & text messages for updates from Treaty Oak Properties. As a reminder, submit all work orders through the resident portal. Thank you for your cooperation as we prepare for freezing temperatures. 

If you have any questions, please do not hesitate to let us know

Winter Weather Text / Bulk Text

Just a reminder that Walt needs to winterize vacant units including the early termination units. We charge the vacating tenant for this, as it’s their responsibility to Protect the home—our responsibility it to protect our client's property first and foremost. Reminder:

1- Drip faucets to prevent freezing. 2- Keep faucets dripping till it hits 40°F. 3- Open cabinet doors under sinks. 4- Maintain 65°F indoor heat. 5- Disconnect hoses, insulate faucets. 6- Locate and know how to use the water shut-off valve. 7- Have essentials: water, blankets, chargers, radios.

Leaving town? Turn off main water, get periodic checks.

Stay updated on weather. Check City, State, and National sources.

Please refer to the email from Treaty Oak Properties for more details.

Questions? Let us know! Thanks!

Tree WO

As default for tree work - if a duplex, or if we manage more than one property on the street or immediate vicinity, please always have the tree vendor look at both units so that we can avoid 2 work orders for the same issue at 1 property. 

Outlining the owner responsibility (tree trimming off home and dangling dead limbs) vs tenant's responsibility:

Nest Thermostat

A Nest thermostat is an upcharge by any AC vendor, but also it's wifi controlled and not something we want in a rental that has vacancy (therefore no wifi - it will stop working during vacancy and cost the owner more money).

If a thermostat that was in place is not working, it should be replaced by a base model type such as a Honeywell thermostat, etc... A battery operated basic grade thermostat that doesn't rely on wifi is the type that needs to be installed when an existing thermostat is in need of replacement.

Sheetrock Repair Guidelines

A 'sheetrock repair' does require one day of drying (maybe 2 max) and then the vendor needs to go back to the property because the sheetrock needs to be painted. A sheetrock repair **is not complete** in our opinion, until it has also been painted. Otherwise, the sheetrock is a different color than the paint and that is not acceptable for our properties. Always approve the estimate including Sheetrock repair & Paint.

Lawn Maintenance Work Order template

Policy & Procedure for Tenant Lawn Maintenance Work Orders:

Per the lease agreement, tenants are responsible for maintaining the yard as outlined in Paragraph 17, Property Maintenance, B. Yard Maintenance. This policy outlines the procedure for handling work orders related to lawn maintenance that are the tenant's responsibility under the lease.

Lease Agreement:
In Paragraph 17, B. Yard Maintenance, "Yard" refers to all lawns, shrubbery, bushes, flowers, gardens, trees, rock, or other landscaping on the property. It is the tenant's responsibility to maintain these areas, which includes but is not limited to:
Mowing, fertilizing, and trimming.
Controlling pests and weeds.
Removing debris such as leaves, sticks, and small tree limbs.

Exceptions:
If a major storm causes a large tree or significant branches to fall, or damage occurs to the roof from trees, these repairs will be the owner's responsibility.
Routine maintenance such as removing small limbs, leaves, and sticks remains the tenant's responsibility at all times.

Procedure for Handling Lawn Maintenance Work Orders:
Step 1. Review Work Order: If a work order for lawn maintenance is submitted, verify whether it falls under the tenant's responsibilities as described in the lease. If the work order falls under the tenants responsibility, you will send the below template email to the resident. 

Exceptions: If the issue is related to storm damage or other owner-related charges (I.E., large fallen tree), dispatch the work order to vendor to issue an estimate.

Step 2. If lawn maintenance is not covered in the lease, cancel WO and enter in the WO Action Notes "Emailed resident, informed them that lease does not cover lawn maintenance & offered recommended vendor at tenants expense. - OA"

 Step 3. Email Follow up template to tenant : 

Hi (Tenant Name) -

Thank you for submitting a service request #(XXXX) for the (lawn maintenance). Please note the (lawn maintenance) are not covered in your lease. We'd be happy to provide you with our landscaping vendors' contact information. If you proceed with this option you will need to coordinate lawn maintenance & remit payment directly to the vendor.

Lost Pines:
(979)236-4758

This work order is now considered closed. Should you have any additional questions please do not hesitate to contact us.

Best Regards,

Fire Extinguishers

Hi,

Thank you for submitting a work order inquiring about a fire extinguisher. Landlords are not obligated to furnish fire extinguishers for single-family homes. You are certainly welcome to acquire one yourself if you wish.

We will be closing this work order. If you have any questions or need further assistance, please don't hesitate to reach out.

Troubleshooting Garbage Disposal/ Clogged Drain Template

Below is a troubleshooting template that will only be sent if the work order is for clogged sinks/tubs or garbage disposal not working. Please add to tetra. 

It's important to keep in mind that we don't find out until after the fact, often enough, that it was a clog or that it's the tenant's responsibility.  This means that the incoming invoices need to be reviewed (with Anna) for plumbing WOs. Alternatively, we need to instruct all plumbing vendors to let us know (outside of invoices) that there was a clogged/cleared drain. 

If you have any questions please let me know!


Subject: Plumbing Work Order - Troubleshooting Guide
Hi [Tenant's Name],
Thank you for submitting a work order. Before dispatching a vendor, we recommend going through this troubleshooting guide to potentially resolve tenant-responsible repairs:
Troubleshooting Guide:
Clogged Drain:

  • Attempt to clear the clog using a plunger.

Garbage Disposal Issues:

  • If the garbage disposal is not running, make sure it is not jammed. Avoid using your hands to clear a jam. Instead, use a disposal wrench or the reset button located on the disposal.
  • Never put hard or fibrous materials down the disposal (i.e., bones, eggshells, fibrous vegetables).
If the problem persists or if you are uncertain about the solution, respond to this email and our team will be ready to assist you. Please note that the lease contract does not include coverage for garbage disposals or clogged drains due to tenant negligence, and the repair cost could possibly be billed to your tenant ledger.

Your prompt response is greatly appreciated, and we look forward to ensuring the swift resolution of your concerns. If you have any additional questions do not hesitate to contact us.

Rodent Pest Control Template

Hi (Tenant Name),

Thank you for submitting your service request #(XXXX) for pest control. We'd like to remind you that pest control services are not included in your lease agreement. Extermination costs will be at the Tenant's expense.

We will arrange pest control services to address the reported activity in this work order. Please note that baiting and trapping expenses will be charged to your tenant ledger, while the landlord will cover exclusion work.
Should you have any questions, please don't hesitate to contact us.
Thank you for your cooperation

Notice Regarding Pest Control Service Requests

Thank you for submitting your service request #(XXXX) for pest control. We wanted to remind you that pest control services are not covered under your lease agreement. Any periodic, preventive, or additional extermination costs desired by the Tenant will be at the Tenant's expense.

While we can assist in coordinating pest control services to address any concerns, it is important to note that the responsibility for pest control lies with the tenants.

If you have any questions or need further assistance, please feel free to reach out.

Move Out Make Ready & Rekeying Work Orders

In preparations for our move outs you will need to submit a work order at least 1 week prior to have the property inspected by Walt for the make ready & Chasity to rekey the property. For this task you will utilize the vacancy spreadsheet for the upcoming move outs. 


  • You'll gather the list of move outs from the vacancy spreadsheet. As an example we'll use the March 2024 move outs: 


  • You will enter the 1 work order for Walt & 1 work order for Chastity. In the work order you will need to inform the vendor the date the tenants are scheduled to vacate & the date you would like them to complete the work. The vendor should enter 1 business day following the tenants move out date. Below is an example how you'll enter the work orders: 


  • Once you've entered these work orders please update the vacancy spreadsheet columns labeled "Make-ready Completed?" & "Rekeyed". When the work order has been dispatched you'll enter a "D" once the work order has been completed you'll update the spreadsheet to yes with


  • Below is the vacancy spreadsheet key for reference: 


Please ensure you're entering the correct combo lock box code on the work orders. You'll add the combo lockbox code to the Permission to enter: Yes & CODE (XXXX). Misc Vendor Contacts:

Tex Painting
Scott Miller - Owner of Tex Painting Phone: (512) 616-7350, scottmiller@texpaintco.com

  • Haul Guys (Junk Removal)
Mark S. Phone: (512) 587-3483, office@haulguys.com

  • Austin Major Air & Heat Inc
Curtis - Owner, Office (512) 260-1433 or Cell (512) 470-9132

Appliance WO Email Template

HOW TO PROCESS WORK ORDERS PERTAINING TO APPLIANCES:

  • Fridge, Washing Machine, Dryer Work Orders:
If we receive a work order for a fridge, washing machine or dryer please email Stephanie asking if the appliance is covered under the lease. If the appliance repair is not under warranty, you will send the below template email to the resident. 

 Follow up template to tenant : 

Good afternoon (Tenant Name) -

Thank you for submitting a service request #(XXXX) for the (appliance) Please note the (appliance) repairs/ replacements are not covered in your lease. We'd be happy to provide you with our appliance vendors' contact information. If you proceed with this option you will need to coordinate & remit payment directly to the vendor.

Apple Appliance:
(512) 662-0097

If you'd rather provide your own (appliance), we can schedule the owner's (appliance) removal from the dwelling. Please let us know which option works best for you. If you have any further questions please let us know.

Best Regards,

HVAC WO Template

Hi [Tenant's Name],
We wanted to inform you that in response to your HVAC work order, we have dispatched a HVAC vendor to address the issue you've reported. The HVAC vendor will contact you to schedule and access your unit, so please be available to ensure a prompt resolution.
As a friendly reminder, if the HVAC repair is determined to be necessary due to a dirty AC filter or the need for thermostat battery replacement, the cost of the repair will be charged to your tenant ledger. Replacing thermostat batteries and AC filters are the responsibility of the tenant and contribute to the overall efficiency and longevity of the HVAC system.
If you have any questions please don't hesitate to reach out. We are committed to ensuring your comfort and satisfaction as a valued tenant.

Notice Regarding Pest Control Service Requests Hi,

Thank you for submitting your service request #(XXXX) for pest control. We wanted to remind you that pest control services are not covered under your lease agreement. Any periodic, preventive, or additional extermination costs desired by the Tenant will be at the Tenant's expense.

While we can assist in coordinating pest control services to address any concerns, it is important to note that the responsibility for pest control lies with the tenants.

If you have any questions or need further assistance, please feel free to reach out.

Thank you for your cooperation.

WO Email content for Vendors

Hello (VENDOR NAME) -

Please see the attached WORK ORDER from TREATY OAK PROPERTIES. 

IMPORTANT NEXT STEPS:

  • Acknowledge receipt of this WORK ORDER email 
  • Contact tenants to get this scheduled within 24 hours from receipt of this email 
  • Notify Oliver if TENANTS ARE UNRESPONSIVE 
  • Update me when you have the work scheduled for this job with the tenants
  • Update me once you are done with the work
  • Submit INVOICE to treatyoak@invoices.appfolio.com
***Please notify me if you cannot perform this work so that I may reassign and ensure prompt service to our tenants and properties.***

HVAC Work Order - Vendor Dispatched

Hello,

We wanted to inform you that in response to your HVAC work order, we have dispatched an HVAC vendor to address the issue you've reported. The HVAC vendor will contact you to schedule and access your unit, so please be available to ensure a prompt resolution.

As a friendly reminder, if the HVAC repair is determined to be necessary due to a dirty AC filter or the need for thermostat battery replacement, the cost of the repair will be charged to your tenant ledger. Replacing thermostat batteries and AC filters is the responsibility of the tenant and contributes to the overall efficiency and longevity of the HVAC system.

If you have any questions please don't hesitate to reach out. We are committed to ensuring your comfort and satisfaction as a valued tenant.

Chimney WO Template - Chimney Inspection Work Order - Important Fireplace Tips

Hi [Tenant's Name],

Thank you for submitting a work order for a chimney inspection. We appreciate your proactive approach to home maintenance. Please be aware that fireplaces and chimneys are routinely inspected during the make-ready process, ensuring they are safe and ready for use. This work order is now considered closed. Should you have any additional questions or concerns related to the chimney, please do not hesitate to contact us.
As a friendly reminder, our policy is that fireplaces should only be used as a main heat source in emergencies. If you encounter issues with your heater, please submit a work order, and our team will promptly assist you.
Here are some essential fireplace safety tips for your reference:
  • Always ensure that the damper or flue is open before starting a fire.
  • Keep the area around the fireplace free from potentially flammable items, such as furniture, drapes, newspapers, books, and more.
  • If ceramic logs are not already in place, use dry and well-aged wood. Avoid wet or green wood, as it leads to increased smoke and chimney soot buildup.
  • Never leave a fire in the fireplace unattended. Make sure it is fully extinguished before going to bed or leaving the house. If you need to leave the room while the fire is burning or the fireplace is still hot, please take your small child with you for their safety.
  • If you have any further questions or require additional assistance, please feel free to reach out to us.

Best regards,

Garbage Disposal

A garbage disposal is a small machine that goes beneath a kitchen sink. It chops up small amounts of soft, leftover food. These are COMMONLY clogged or stuck with things that are at the TENANT'S FAULT. 

These should always be dispatched to a HANDYMAN.

Here is a LOOM that tells you more about garbage disposals: https://www.loom.com/share/300e41f532164750a500ef7e127152d3

Septic System vs. Public Sewer System

here is a detailed explanation on public sewer system vs. septic system. Only ONE of our properties is on a SEPTIC system - 1705 Bower. The rest are on PUBLIC SEWER. 

Septic System vs. Public Sewer System - Watch Video

WO Assigning, Additional step

I have added ONE MORE STEP to the work order assigning process. Once assigned to the vendor you want, you will then email the vendor and it will BCC you (you can de-select yourself and you will need to de-select me each time), but this will ensure the vendor receives the email/WO.

See LOOM: https://www.loom.com/share/9d56fbfcd1bf49d68f73926d246b1ccd And a follow up explanation to the LOOM below, sorry for any confusion on this: https://www.loom.com/share/7d8de31ed994403f970d79ad86c1dbd6

Troubleshooting an AC thermostat issue

Troubleshooting an AC thermostat issue - Watch Video

Image

Follow Up to WO 6331 - Finding out more re: thermostat and assigning WO - Watch Video


Termite Work Order - Additional Information Request

Dear [Tenant's Name],
Thank you for submitting a work order regarding possible termite concerns. Before we proceed with dispatching our pest control vendor, we have a few important questions to help us better understand the situation:
  1. Have you noticed any termite tunnels or tubes inside or outside of the home?
  • If you have observed any, please share a few pictures with us if possible.
It's worth noting that both termites and carpenter ants are wood-destroying insects, and they require different treatment approaches and vendors. Your feedback will guide us in providing the most effective solution.
Your prompt response and cooperation in providing this information are greatly appreciated. Once we have a clearer picture of the situation, we will take the necessary steps to address it promptly.
Best regards,

Payment of Repair Costs

Payment of Repair Costs:
(1) Except as otherwise specified in this lease, Landlord will pay to repair or remedy conditions in the Property in need of repair if Tenant complies with the procedures for requesting repairs as described in this Paragraph 18. This includes, but is not limited to, repairs to the following items not caused by Tenant or Tenant’s negligence:
(a) heating and air conditioning systems;
(b) water heaters; or
(c) water penetration from structural defects.
(2) Landlord will NOT pay to repair the following items unless caused by Landlord’s negligence:(a) conditions caused by Tenant, an Occupant, or any guest or invitee of Tenant;
(b) damage to doors, windows, and screens;
(c) damage from windows or doors left open;
(d) damage from wastewater stoppages caused by foreign or improper objects in lines that exclusively serve the Property;
(e) items that are cosmetic in nature with no impact on the functionality or use of the item IE: Blinds.

No Response/Cancelling WO Email Template


Dear [Resident Name],

I am writing to follow up on the work order we received from you on [date] regarding [brief description of the issue]. Despite multiple attempts to contact you through [mode of communication], we have not received a response from you.

We understand that unforeseen circumstances may arise, and we want to ensure that we are addressing any issues you may have at the property. However, we are unable to proceed with the work order without your cooperation to gain entry.

Therefore, we regret to inform you that we will need to cancel the work order. If you still require assistance with this issue, please submit a new work order, and we will do our best to address it as soon as possible.
Thank you for your cooperation, and please do not hesitate to reach out to us if you have any questions or concerns.

Best regards, [Your Name]

Email Template - WO Status Check in to Vendor


Step 1. Check in with Vendors every 2 days until WO is complete and tenant


Hi (Vendor Name),

I hope this email finds you well. I am reaching out to follow up on the status of the work order (#XXXX) we assigned to you.

Could you please provide me with an update on the progress of the work order? Specifically, I would like to know the following:

  1. Have you started working on the work order?
  2. Do you anticipate any delays in completing the order within the given timeline? If so, please provide an estimated date of completion.

Please let me know as soon as possible, so that we can take any necessary actions to ensure the successful completion of the work order. Thank you for your attention to this matter.

Best regards,

Email Template - Further Info Needed

Below is a template email when requesting further information/clarification on vague work orders. Here is a LOOM explaining this! https://www.loom.com/share/686bb7690a9f4001858171c3c93f4e13

Dear [Resident Name],

I hope this email finds you well. I am reaching out to you regarding the work order you recently submitted. Our team is committed to providing prompt and efficient service, and we are currently working on your request.
In order to ensure that we can resolve the work order as quickly as possible, could you please provide us with more details about the problem you are experiencing? Please be as specific as possible in your description, including any additional symptoms, pictures or observations that could assist us in properly assigning a vendor to address the work order.

Thank you for your cooperation and understanding. We value your residency and look forward to resolving this work order for you.

Email Template - Insect Pest Control

Here is a LOOM for this below process: https://www.loom.com/share/0f0c85751baf4cfcb99fbc8ce440f8eb

Step 1. Cancel WO in AF for Insect Pest Control requests, and in WO ACTION NOTES section you will put in: "Emailed resident spraying the home with insecticide is not covered in lease. -OA

Step 2. Email tenant with the below Insect Pest Control request email template:

Hi (Resident Name) -

Thank you for submitting your service request. Please note spraying the home for (Pest Type here) is not covered in your lease. At the tenants expense you may have periodic, preventive, or additional extermination costs desired by Tenant.

We will be closing this service request. If you have any further questions please let us know.

Email Template - Appliance Maintenance Request

HOW TO PROCESS WORK ORDERS PERTAINING TO APPLIANCES:
Step 1.
  • Fridge, Washing Machine, Dryer Work Orders:
If we receive a work order for a fridge, washing machine or dryer please email Stephanie asking if the appliance is covered under the lease. If the appliance repair is not under warranty, you will send the below template email to the resident. 

Step 2. If appliance is not covered in the lease, cancel WO and enter in the WO Action Notes "Emailed resident and informed them that lease does not cover appliance repairs and offered solution - OA"

 Step 3. Email Follow up template to tenant : 

Good afternoon (Tenant Name) -

Thank you for submitting a service request #(XXXX) for the (appliance) Please note the (appliance) repairs/ replacements are not covered in your lease. We'd be happy to provide you with our appliance vendors' contact information. If you proceed with this option you will need to coordinate & remit payment directly to the vendor.

Apple Appliance:
(512) 662-0097

If you'd rather provide your own (appliance), we can schedule the owner's (appliance) removal from the dwelling. Please let us know which option works best for you. If you have any further questions please let us know.

Best Regards,

@Oliver - Refer to TOP Appliance Addendum Page 17: HERE Asana Task pending...
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