One of the most important roles of a property management company is to protect the investor properties and try to increase their value.  Any maintenance or repair requests made my tenants should be addressed quickly and owners given the information on what was done with a clear breakdown of related costs. Tim Arel knows a successful property manager can accomplish this by relying on internal staff and a strong network of fully licensed vendors. Before a property owner decides on a management company, there are a few key questions that should be asked. Tim Arel also recommends tenants looking to rent managed properties ask upfront about the procedures for resolving maintenance concerns and ensure they’re spelled out within their lease agreement.

Below is a list of questions that Tim Arel advises a real estate owner ask, and the preferred responses:

Is there one person who has the position of property manager for the real estate?

There should always be one experienced individual assigned to manage the property.

How does the property management company manage tenant maintenance requests and associated work orders?

They should ideally use a software-based system for such requests where tenants have a way to send maintenance requests online.

How does the property management company handle maintenance requests and emergencies after-hours?

There should always be a person given this responsibility.  A property management company should not rely on an answering machine or service telling tenants they  need to wait for when someone to be in the office.

What does the property management company do to prevent maintenance problems?

Preventative maintenance is critical towards maintaining property value.  It’s better to stop a problem from developing, so small issues don’t become larger, costly ones to fix. This includes a regular inspection schedule and predefined maintenance. , as

Does the property management company employ their own maintenance crew?

If they do, then make sure their workers are covered by workers compensation insurance and are all licensed, bonded, and insured. They also need to be available 24 hours a day, 7 days a week for emergencies related to the property.

What contractors does the property management employ?

Contractors should all have workers compensation insurance and be licensed, bonded, and fully insured. Their work should be overseen by the property management company for quality, compliance and cost.  Additionally, there should not be any apparent conflicts of interests between the property management company and any of their vendors. 

What rules does the property management company enforce for contractors entering occupied property?

There should be an established policy for contractors entering the premises to protect both the tenants and property owners.

Does the property management company supply itemized statements with receipts for maintenance and/or repair work?

This answer should be yes, to ensure financial accountability.

Does the property management company allow tenants to do their own repairs or hire their own handyman?

This answer should be no and this written into the rental agreement. 

What kind of regular maintenance tasks does the property management company expect the tenant to do?

This may include lawn mowing, etc. but a full list should be supplied upfront and approved by the property owners.

What does the property management company do to ensure property is re-rented in a timely manner after a tenant has vacated the premises? 

This should include cleaning, painting, re-keying, etc.  It is also an ideal time for a property manager to make recommended improvements to maximize rental income.