Maintenance Request Triage

Maintenance triage for Tuesday, Thornglen Property Management

Requests received:

1. Lauren Sears, 1111 Sageglen St, unit B: dripping kitchen sink for about 2 weeks
2. Lawrence Simon, 1490 Skyglen Rd: gas furnace stopped working, house is 54 degrees, toddler at home
3. Leila Sullivan, 1111 Sageglen St, unit A: water coming through bathroom ceiling, stain growing
4. Leslie Thornton, 1490 Skyglen Rd, back unit: broken bedroom window latch, ground floor window will not lock
5. Levi Vega, 1111 Sageglen St, unit C: flickering hallway light with a buzzing sound from the switch

Safety concern, recommended now

Request 2: Lawrence Simon, 1490 Skyglen Rd

• Reported: gas furnace out since last night, indoor temperature 54, toddler in the home
• Team next step: call a licensed heating contractor today. No vendor is on file yet, so one needs to be chosen. Gas appliance work needs a licensed professional.
• Reply: "Hi Lawrence, this is Lee Spencer with Thornglen Property Management. We got your message about the furnace and we are treating it as a safety concern because of the cold and your little one. We are arranging a licensed heating contractor. If you ever smell gas, leave the home right away and call your gas utility or emergency services. For anything urgent after hours, call 262-555-0152. Please reply with the best times someone can be there to let the contractor in."

Request 5: Levi Vega, 1111 Sageglen St, unit C

• Reported: hallway light flickering, buzzing sound from the switch
• Team next step: send a licensed electrician. Buzzing from a switch is an electrical safety concern.
• Reply: "Hi Levi, this is Lee Spencer with Thornglen Property Management. Thank you for telling us about the flickering light and the buzzing switch. We are treating it as a safety concern and are arranging a licensed electrician. Please do not use that switch until it has been checked. If you notice a burning smell, smoke, or sparks, leave the area and call emergency services. You can reach the office at 262-555-0153, or 262-555-0152 after hours."

Request 4: Leslie Thornton, 1490 Skyglen Rd, back unit

• Reported: bedroom window latch broken, ground floor window will not lock
• Team next step: schedule a repair of the latch or a temporary way to secure the window. Ask for a time that works for access.
• Reply: "Hi Leslie, this is Lee Spencer with Thornglen Property Management. We got your message about the bedroom window that will not lock. Because it is on the ground floor, we are treating it as a safety concern. Please reply with times when someone can come in to fix it. If you need to reach us after hours, call 262-555-0152."

Recommended now

Request 3: Leila Sullivan, 1111 Sageglen St, unit A

• Reported: water coming through the bathroom ceiling, stain getting bigger. Unit B is directly above.
• Team next step: call a plumber today to find the source, and ask Lauren Sears for access to unit B. Check whether the water is coming from the unit B bathroom or the kitchen. If water is near light fixtures or outlets, a licensed electrician should check them as well.
• Reply: "Hi Leila, this is Lee Spencer with Thornglen Property Management. Thank you for reporting the ceiling leak. We are arranging a plumber to find the source. Please do not use the light in that area if water is near it, and move belongings away from the spot. If the water gets worse, call our after-hours line at 262-555-0152. Please reply with times we can enter your unit."

Also recommended

Request 1: Lauren Sears, 1111 Sageglen St, unit B

• Reported: kitchen sink dripping for about 2 weeks
• Team next step: schedule a faucet repair. Because the unit below has a ceiling leak, ask the plumber to look at the unit B sink during the same visit and report whether the two are related. Ask Lauren for access times.
• Reply: "Hi Lauren, this is Lee Spencer with Thornglen Property Management. Thanks for letting us know about the dripping kitchen sink. We are scheduling a repair for the sink. Please reply with times that work for access."

Flags

• Requests 1 and 3 may be connected, since unit B is above unit A. Do not decide the cause until the plumber reports.
• Request 2 needs a heating vendor chosen before anyone can be sent.
• Cost responsibility for any of these repairs is for the manager to decide under the lease.

Count: 3 in Safety concern, recommended now (requests 2, 4, 5). 1 in Recommended now (request 3). 1 in Also recommended (request 1). Total: 5.

Questions for the owner

• Which heating contractor should be called for the furnace at 1490 Skyglen Rd?
• Which plumber and which electrician should be used?
• Do you have the tenants' permission to enter on file, or should the replies ask for it?
• Does any repair need owner approval before work starts?