Typical Maintenance Categories and Response Times

EMERGENCY REQUESTS

FOR EMERGENCIES – FIRE, MEDICAL, and GAS related emergencies immediately affecting life, health or safety you should call 911 and then call the local utility or gas company.

Response Time Examples

Cat
5

1 to 8
Business Hours
Tree blown on roof, roof leaking, flood, sewage back up, broken water pipes, HVAC outage in extreme weather*

For Category 5 Maintenance Emergency items ONLY call 385.276.3500, option 3

Maxfield Property Management monitors a 24-hour hotline for maintenance emergencies. You will be charged a fee if you leave messages on the hotline that are not considered emergencies.

WARNING

If you claim you have an emergency and one does not truly exist, you will be charged back the service charge for the contractor/service representative responding to the call. False emergencies will cost you money. If you call the Emergency Line for a Non-Emergency, you will be charged an after hours fee. Do not call in an emergency unless it is truly an emergency.

CATEGORY 5 - MAINTENANCE EMERGENCY

We define a Category 5 maintenance as a Maintenance Emergency – basically anything that threatens the immediate health of the occupants or destruction of the property like flood, fire, sewer backup, burst water pipes, burst water heater, etc. If the emergency is life threatening, call 911 immediately. Remember not everything is an emergency.

Target Response Time: 1 to 8 business hours

Examples: Tree blown on roof, roof leaking, flood, sewage back up, broken water pipes, furnace out (if the weather is below 35 degrees) a/c out (if temperature outside is above 90 degrees).

NON EMERGENCY REQUESTS

AFTER HOURS SERVICE CALLS. Contractors are just like us – they have families and personal lives. They want to be home on night and weekends with their families. If you insist on meeting a contractor/repairman at your property after hours (weekdays after 5pm, Saturday or Sunday) you pay their after hours premium (usually $75 or more) for “non-business hours service.” Think of it as a “co-pay” for the convenience of getting “non- business hours service.”

Cat
4

48 to 96
Business Hours
Busted windows, plumbing repairs such as no water service**, leaking garbage disposal and no hot water, loose railings, wobbly decks, major electrical problems, HVAC outage in general climate*

CATEGORY 4 - URGENT MAINTENANCE

We define a Category 4 maintenance as Urgent Maintenance – basically anything that threatens the inevitable health of the occupants or destruction of the property.

Target Response Time: 48-96 Hours for service

Note: during peak seasonal months, target response times for heat and air may be subject to delays due to contractor overload.

Examples: Broken windows (not cracked windows -those are Category 2), plumbing repairs such as no water service, leaking garbage disposal and no hot water. (Note clogged toilets are not considered Urgent Maintenance when another bathroom is present). Loose railings, wobbly decks, major electrical problems (one or two non-working fixtures or plugs also do not qualify), HVAC systems not working properly when temperatures are greater than 35 degrees and less than 90 degrees.

Cat
3

4 to 8
Days
Appliance repair, garage door repairs, leaky faucets, broken sprinklers, gas fireplace service, garbage disposal or dishwasher not operating well, stove burner out, bad GFCI outlet, light not working, non-functional smoke alarm or carbon monoxide detector

CATEGORY 3: NORMAL MAINTENANCE

We define a Category 3 maintenance as Normal Maintenance – these issues do not threaten the immediate or eminent health or safety of the occupants. It does not apply to routine maintenance items. Also remember that the Owner and/or Landlord may not choose to repair the Normal Maintenance items pursuant to the terms of the lease, especially when they are marked as-is.

Target Response Time: 4 to 8 business days

Examples: Appliance repair, garage door repairs, leaky faucets, broken sprinklers, gas fireplace service, garbage disposal (if it’s not leaking), dishwasher not operating well, burner out on a stove, bad GFCI outlet, light not working, non-functional smoke alarm or carbon monoxide detector, etc.

Cat
2

30 to 45
Days
Fence repair, cracked windows, low water pressure, gutter cleaning, window operation, appliance cosmetic parts such as knobs, handles, door handles

CATEGORY 2: NON-ESSENTIAL MAINTENANCE

We define a Category 2 maintenance as Non-Essential Maintenance. The owner may not approve these items for repair.

Target Response Time: 30-45 Days for Service

Examples: Fence repair, low water pressure, gutter cleaning, window operation, appliance cosmetic parts such as knobs, handles, door handles, etc.

Cat
1

As Workload
Permits
Window screens, broken lattice, power washing, broken window shade, broken tree limb, missing door stopper, missing doorknob, all light bulbs including stove, chandelier, and refrigerator, keys, sticky locks, swollen doors, closet doors, cosmetic damages, paint, fireplace issues

CATEGORY 1: OPTIONAL MAINTENANCE

We define a Category 1 maintenance as Optional Maintenance. It may be best practice to perform this type of maintenance, but it does not immediately affect the habitability of the dwelling. The owner may not approve these items for repair.

Target Response Time: Point these items out during the next property visit, inspection or around lease renewal time.

Examples: Window screens, broken lattice, power washing, broken window shade, broken tree limb, missing door stopper, missing door knob, all light bulbs including stove, chandelier, and refrigerator, keys, sticky locks, swollen doors, closet doors, cosmetic damages, paint, fireplace issues, etc.


Tenant vs Landlord Responsibilities

Video Walk Thru - Submitting a Maintenance Request