Properly administrating maintenance requests is more than just answering the phone and calling a contractor.
All Boomtown maintenance requests and subsequent communication is logged through the tenant portal and tracked to ensure accountability at each step. When Boomtown receives a maintenance request we use trade specific scripts (e.g. plumbing, HVAC, electrical, etc.) to collect additional information and triage each request giving emergencies priority. This additional information is provided to the contractor to facilitate a quick resolution – usually in one trip. Sometimes we’re even able to fix the problem over the phone without ordering service.
Finally, as part of our onboarding process we always record the model and serial number of all major appliances to support a quick resolution. Many times our appliance repair company is able to provide a diagnosis over the phone using this information and can bring the correct part and provide a fix with one visit. This kind of efficiency keeps our tenants happy and saves our owners money.