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Maintenance: Proactive vs Reactive

Proactive maintenance prevents emergencies, controls total cost, and keeps residents happy. Reactive-only approaches seem cheaper—until a weekend flood, HVAC failure, or preventable turnover wipes out your savings.

Quick cost comparison

• Proactive HVAC tune-up: filter + coil clean + check = ~$120–$180.
• Reactive AC failure: after-hours callout + parts + temporary units + rent concession = $600–$1,200+ (and goodwill hit).

One routine tune-up can offset years of “nickel-and-dime” filters.

What our proactive program includes

• Seasonal service calendar with recurring tasks.
• Response-time SLAs (emergency/urgent/routine) and vendor standards.
• Photo/video documentation attached to every work order.
• Approval thresholds (e.g., auto-approve under $250; owner approval above).
• CapEx planning: forecast major replacements 12–36 months out.

PNW-friendly seasonal checklists

Response-time standards (SLAs)

• Emergency: active leaks, no heat in winter, electrical hazards, sewer backups → dispatch within 2–4 hours.
• Urgent: AC failure (mild weather), appliance outages, slow drains → appointment in 24–48 hours.
• Routine: cosmetic/minor repairs → schedule within 3–7 days.

Residents see timelines in their portal; owners get status + photos with every update.

Triage playbook (reduce unnecessary dispatch)

• Water leak: locate shut-off; photos/video; estimate flow rate; contain first, dispatch plumber with context.
• No heat: thermostat/breaker check; filter condition; error codes; dispatch HVAC with model/serial.
• Power issue: identify affected circuits; test GFCI; note recent loads; determine scope before electrician.
• Appliance: collect model/serial, symptoms, lights/sounds; verify power/water supply.

Preferred vendor standards

• Licensed/insured; W-9 & COI on file; background-checked where applicable.
• Before/after photos attached to each work order (stored in your portal).
• Quoted ranges up front; after-hours premiums disclosed; no surprise fees.
• Work warranty expectations (30–90 days by trade).

Owner approvals & transparency

• Auto-approve: small fixes below a preset limit (e.g., $200–$300).
• Estimate-first: larger repairs; multiple bids when appropriate.
• CapEx roadmap: roof/HVAC/water heater timelines with target windows.
• Portal visibility: invoices, notes, and media on every work order.

Budgeting & reserves

• Set a monthly maintenance reserve (common picks: 5–10% of rent depending on age/condition).
• Plan replacements by age/usage (e.g., water heater ~8–12 yrs; furnace ~15–20 yrs varies by make/care).
• Track make-ready costs separately to learn what reduces vacancy fastest.

KPIs we track (so you don’t have to)

• Time-to-dispatch (from ticket open to vendor assigned).
• Time-to-complete (from assignment to resolution).
• First-visit resolution rate (triage quality + parts readiness).
• Spend per door (monthly/annual; reactive vs proactive split).