Keeping residents happy and assets protected starts with fast, transparent maintenance. At TGN Property Management, we’ve built a streamlined, data-driven workflow that turns maintenance requests into predictable, well-documented outcomes.
From 24/7 intake to final quality checks, our system prioritizes safety, habitability, and cost control—while keeping everyone informed.
Below is a clear breakdown of how we handle maintenance requests from tenants, plus what our Los Angeles Property Management experts recommend to prevent small issues from becoming big expenses.
Quick Answer: Our Maintenance Workflow at a Glance
- Multiple intake channels: 24/7 online portal, mobile app, phone, and text for accessibility.
- Fast triage: Classify as emergency, urgent, or routine with clear SLAs and safety steps.
- Smart scheduling: Auto-assign to vetted vendors, coordinate access, and respect California notice requirements.
- Owner transparency: Estimates, work scopes, photos, and cost approvals through the owner portal.
- Quality control: Post-service verification, resident feedback, and warranty tracking.
- Preventative insights: Trend analysis to reduce repeat issues and lower long-term costs.
Our Los Angeles Property Management experts recommend setting clear expectations in your lease and welcome packet so residents know exactly how to request service and what constitutes an emergency.
Step 1: 24/7 Intake That Meets Residents Where They Are
We accept requests via the resident portal, app, dedicated phone line, or text. Tenants can add photos or videos, choose preferred times, and indicate pets or special access needs. Each request generates a digital work order with a time stamp and unique ID.
- Clarity upfront: We prompt for symptoms (e.g., “no cooling,” “slow drain,” “burning smell”) to reduce back-and-forth.
- Auto-confirmation: Tenants receive an immediate confirmation and next steps.
- Accessibility: Bilingual support available upon request.
Our Los Angeles Property Management experts recommend encouraging photo/video uploads—visuals help diagnose faster and reduce service trips.
Step 2: Triage and SLAs That Protect Habitability
We classify requests into three tiers and act accordingly:
- Emergency: Safety, habitability, or property-threatening issues (active leaks, gas smells, electrical arcing, sewage back-ups, broken exterior doors/windows). Target dispatch: 60–90 minutes for water/security; 2–4 hours for electrical/HVAC hazards.
- Urgent: Issues affecting comfort or function but not immediate safety (refrigerator failure, inoperable stove, partial power, moderate leaks). Target service: 24–48 hours.
- Routine: Cosmetic or non-critical items (dripping faucets, minor drywall, squeaky doors). Target service: 3–7 days, prioritized by impact and vendor availability.
We relay safety steps when applicable (e.g., water shut-offs, breaker resets) and document all guidance. Our Los Angeles Property Management experts recommend posting shut-off valve locations inside utility closets and labeling breakers to minimize damage before the vendor arrives.
Step 3: Scheduling, Access, and Legal Compliance
Once triaged, our platform auto-assigns the right vendor based on skill, proximity, and performance data. We coordinate access with the resident and comply with California entry laws.
- Notice of entry: We follow California’s “reasonable notice” standards (commonly 24 hours) for non-emergency entry; emergencies allow immediate access to protect life and property.
- Permission to enter: Tenants can authorize entry when away; smart key lockboxes and digital credentials ensure secure access.
- After-hours coverage: On-call teams handle nights, weekends, and holidays for true emergencies.
Our Los Angeles Property Management experts recommend including a “permission to enter” clause in leases to prevent delays and missed appointments.
Step 4: Owner Communication and Cost Controls
Owners receive a concise scope summary and estimated costs for approval when required.
- Pre-approval caps: With a preset cap, we act quickly without sacrificing accountability.
- Transparent documentation: Photos, videos, and itemized invoices are attached to each work order.
- Repair vs. replace: We offer lifecycle cost analysis—especially for appliances, water heaters, and HVAC—so you can make ROI-driven decisions.
Our Los Angeles Property Management experts recommend setting an emergency cap that reflects Los Angeles after-hours pricing, and a separate routine cap for common repairs to keep timelines tight.
Step 5: Quality Assurance and Resident Experience
After work completion, we verify quality and close the loop with both resident and owner.
- Photo verification: Before-and-after images stored in the work order.
- Resident feedback: Quick satisfaction surveys catch lingering issues early.
- Warranty tracking: We log part and labor warranties to avoid duplicate spend.
- Follow-ups for complex jobs: Moisture readings after dry-outs, return checks for HVAC under load, and multi-visit timelines clearly communicated.
Our Los Angeles Property Management experts recommend scheduling post-rain roof checks and seasonal HVAC filter changes to prevent performance dips when residents need systems most.
LA-Specific Expertise: What Matters in This Market
Los Angeles properties come with unique maintenance realities:
- Aging building systems: Pre-1978 plumbing, older panels, and vintage windows require specialized vendors and code-compliant fixes.
- Water conservation: Drip irrigation, smart controllers, and leak sensors align with local rules and reduce bills.
- Heatwaves and air quality: HVAC maintenance, filter schedules, and heat mitigation plans keep units livable during peak demand.
- Habitability and documentation: Timely response to pests, leaks, and safety hazards is critical; our records protect owners and support compliance.
Our Los Angeles Property Management experts recommend biannual preventative inspections focused on plumbing, electrical panels, roofs, and exterior seals to reduce emergency tickets and insurance claims.
Vendor Network and Accountability
We don’t experiment with unvetted contractors. We maintain a roster of licensed, insured, and performance-scored vendors across all trades.
- Coverage you can trust: Plumbers, electricians, HVAC, appliance techs, roofers, locksmiths, painters, restoration, and general handymen.
- Service Level Agreements (SLAs): Defined response windows, communication standards, and safety protocols.
- Insurance and risk: Current COIs on file, additional insured endorsements, and jobsite safety requirements.
Our Los Angeles Property Management experts recommend reviewing vendor rosters annually and stress-testing after-hours availability before peak seasons.
Data, Reporting, and Prevention
Maintenance is both operations and analytics. We use work order data to prevent repeat issues and improve NOI.
- Trend reports: Identify chronic units or systems driving costs.
- CapEx planning: Replace failing assets before they trigger costly emergencies.
- Resident education: Short guides on garbage disposals, HVAC use, and moisture control meaningfully reduce tickets.
- Owner dashboards: Real-time status, spend by category, and average resolution times.
Our Los Angeles Property Management experts recommend deploying leak sensors under sinks and water heaters, plus smart thermostats in multifamily to cut energy and maintenance calls.
FAQs
- Do tenants call you directly?
Yes. We encourage portal submissions for speed and documentation, but phone and text are monitored 24/7 for emergencies. - How fast do you respond?
Emergencies: dispatch within 60–90 minutes for water/security; 2–4 hours for other hazards. Urgent: 24–48 hours. Routine: 3–7 days. - Can I keep my preferred vendor?
Absolutely, if they meet insurance and performance standards. We’ll onboard them into our system for seamless scheduling and documentation. - Who approves the costs?
We proceed within pre-approved caps. Larger items receive owner authorization with clear scopes and photos.
The Bottom Line
A great maintenance experience protects resident satisfaction, asset value, and your bottom line. TGN Property Management pairs 24/7 accessibility with disciplined triage, legal compliance, vetted vendors, and transparent reporting—so requests move quickly from “problem” to “proof of resolution.”If you’re comparing providers, our Los Angeles Property Management experts recommend asking about response SLAs, vendor insurance, and documentation standards. Ready to upgrade maintenance outcomes across your portfolio? Contact TGN Property Management for a customized maintenance plan built for Los Angeles properties.