Owning rental properties can be a rewarding investment, but it comes with its share of responsibilities, especially when it comes to maintenance. A competent property manager gives you confidence in addressing maintenance issues, but as an investor, you need to ask the right questions to ensure repairs are handled efficiently, cost-effectively, and with minimal impact on your tenants. Here’s a list of top questions to ask your property manager about maintenance requests to ensure clarity and control.
1. Is this an urgent repair?
The distinction between urgent and non-urgent repairs is crucial. Under the NSW residential tenancy laws, an ‘urgent repair‘ means:
- A gas leak
- A dangerous electrical fault
- Flooding or serious flood damage
- Serious storm or fire damage
- A failure or breakdown of the gas, electricity or water supply to the property
- A failure or breakdown of any essential service for hot water, cooking, heating, cooling or laundering
- A fault or damage which makes the property unsafe or insecure
- A burst water service
- An appliance, fitting or fixture that uses water or is used to supply water that is broken or not functioning properly, so that a substantial amount of water is being wasted
- A blocked or broken toilet
- A serious roof leak.
2. What caused the issue?
Understanding the root cause helps you determine whether the repair is a recurring issue, the result of tenant negligence, or a sign of deeper problems with the property. For example, a leaking ceiling might be due to a one-time event like a storm or an ongoing structural issue eg slipped or cracked tile.
3. Have any temporary measures been taken?
In some cases, temporary fixes can prevent further damage while you evaluate long-term solutions. Ask whether such measures have been implemented, particularly for urgent problems. For example, burst water, make sure the tenants have turned the water off at the mains.
4. Can you provide before-and-after photos?
Before-and-after photos of the issue and repair work give you a visual confirmation that the job was done properly. They also serve as documentation for your records, which can be especially useful for insurance claims or tax purposes.
5. What is the estimated cost of the repair?
Understanding the cost upfront is essential for budgeting and avoiding unexpected expenses. Depending on the repair, a good property manager will be able to give you a ball park figure on price, based on other properties that have had the job already completed. In other cases where the expected cost could be significant, request a minimum of two quotes.
6. Are multiple quotes being obtained?
For significant repairs, it’s good practice to get multiple quotes from different trades. This ensures you’re not overpaying and helps identify the most qualified service provider. Just remember, the cheapest quote isn’t always the best! Likewise, the dearest could be that the trade does not actually want the job, so over quoting.
7. Are the trades licensed and insured?
Unlicensed or uninsured tradespeople can expose you to liability if something goes wrong. Verify that your property manager hires qualified professionals who adhere to local regulations and standards.
8. How will this repair affect the tenant?
Maintenance can disrupt tenants’ lives, so it’s important to understand how repairs will impact them. Ask whether they’ll need to vacate the property temporarily or if utilities will be shut off during the repair process.
9. Is this repair part of a recurring issue?
Recurring issues may indicate a larger underlying problem, such as plumbing or structural defects. Identifying patterns early can save you money in the long run by addressing the cause rather than repeatedly fixing symptoms.
10. Is this repair covered under warranty?
If the property or its appliances are under warranty, you may be able to reduce or eliminate the repair cost. Ensure your property manager checks warranties before authorizing repairs.
11. How long will the repair take?
The timeline for completion affects both tenant satisfaction and your property’s availability. Understanding the repair duration can help you plan accordingly and keep tenants informed.
12. Is preventive maintenance in place to avoid similar issues?
Repairs can often be avoided with proactive maintenance. Ask your property manager whether preventive measures are being taken and whether this repair signals the need for additional checks.
Final Thoughts
Effective communication with your property manager is key to staying informed and maintaining control over your investment. By asking these questions, you can ensure that maintenance requests are handled responsibly, efficiently, and with your financial goals in mind.
Partnering with a proactive and transparent property manager will not only reduce stress but also protect the value of your investment property in the long term.
