PMCs Addressing Multifamily Maintenance Backlogs

As social distancing restrictions ease, property management companies are beginning to catch up on their backlogs of multifamily maintenance work orders. The spread of the coronavirus and stay-at-home orders have necessitated deviating from normal property management maintenance routines. A big challenge has been ensuring that properties continue to resolve work orders while maintaining social distancing protocol. Another is determining comfort levels between workers and residents. At the onset of the coronavirus, many properties addressed only emergency maintenance requests. Other issues had to wait. Some encouraged residents to fix minor issues, offering instructional how-to videos for easy things like unclogging a sink or fixing a toilet flapper. For bigger problems, apartment maintenance teams were dispatched, with technicians wearing personal protective equipment and observing distancing to reduce the spread of the virus. Some property management companies are still operating with limited exposure to residents, but in areas where restrictions are easing, others have started addressing preventative maintenance and other non-essential work more freely. Still, property managers remain mindful of safety protocols and resident fears about outsiders in their apartments. It’s a fragile balance. Resident portal solutions and mobile maintenance technology are playing key roles in helping maintenance teams get caught up while reassuring employees and residents that necessary safety protocols are in place. Addressing backlogs with DIY help from residents Resident portals are bridging gaps between residents and staff through email, text, chat, and other forms of communication. During the pandemic, they have enabled residents to pay rent online, communicate with office staff, and schedule maintenance requests when visiting the front office wasn’t an option. Apartment industry leaders say they have been forced to get creative with the portal technol...