When notice to vacate is received or vacant property is onboarded:

• Field Manager initiates Move Out procedures
  • Move out date is confirmed directly with tenants
  • Assigns key box install
  • Assigns Move Out Inspection
• On move out date
  • Assigned staff member completes comprehensive Move Out Inspection Report
  • Report sent to Operations Manager for review & recommendations
• Operations Manager sends detailed report and recommendations for Turn Over work to Owner for approval
  • Standing instruction on turnover supersedes this step; Owner may authorize Operations complete turn over work up to a certain dollar amount for efficiency
• Once approved, Operations Manager coordinates and schedules necessary vendors to complete work
  
  • Obtaining estimates when needed
• Maintenance Coordinator follows up every 3 days for an update; Ensuring job is on schedule
• Once vendor(s) report work complete, Field Manager is scheduled for final Rent Ready Inspection & tasks:
  • Replace locks
  • Check Smoke / CO detector
  • Washer and Dishwasher refresh
  • Quality check on work completed
  • Ensures property is clean
• Simultaneously, Leasing team is tracking progress & working to 'Pre Lease' before work is complete
  
  • Schedules Photos if needed
• Property is listed as soon as property is Rent Ready & pictures are received

When tenant submits Maintenance Request:

• Maintenance Coordinator
  • Acknowledges receipt of request
  • Establishes priority of request - Emergency, Priority, Normal, Needs Approval
• Emergency Requests are dispatched to Vendor & Operations Manager immediately
• Operations Manager takes over coordinating emergency issues
• Emergencies include:
  • Anything that may be a fire hazard, such as broken heater, stove or oven, or exposed wires
  • Anything related to security or ability to exit, such as broken locks or windows
  • Anything related to the ability to cook or store food, such as broken refrigerator or stove
  • Anything that may be a flood issue, such as a major leak or broken water heater
• Priority Maintenance requests are addressed within 24-48 hours:
  • Reported Mold Issue
  • Small leaks, drips, running toilet
  • Clogged drains
  • Appliance repair
  • Security lighting issue
• Standard Maintenance Requests are addressed within 3-7 days:
  • Loose / broken hinges, door knobs, handles, etc
  • Broken closet hardware / shelving
  • Leaning fence
  • Cosmetic Issues
• Needs Approval Requests require Operations Manager or Owner approval
  • Requests sent to Operations Manager for consideration 
  • Tenant requesting an upgrade such as a new ceiling fan, appliance, window screen, new flooring, etc
  • Tenant requesting assistance replacing light bulbs
• All requests are sent to Preferred Vendor for the property
  • Owner may supply preferred vendor
  • If none, Sagareus assigns from our preferred vendor list
• Vendor sends notes, photos and invoice for work complete
• Maintenance Coordinator follows up with tenant to ensure issue has been resolved to satisfaction

Each property is inspected annually and reviewed for annual maintenance needs, such as vent cleaning, gutter cleaning, or furnace servicing.

Annual Inspection also allows Sagareus to check for any unreported issues within the property, general cleanliness, and lease violations (extra people, unreported pets, etc)

Owners receive Annual Report with recommendations for preventative maintenance items.

Once approved, vendors are dispatched through same process as all maintenance requests. 

Sample Annual Inspection Report

The importance of documentation cannot be emphasized enough. Related to maintenance specifically: 

• All vendors are instructed to take photos of work before, during and after job is complete to ensure work complete. 
• All invoices and receipts are uploaded to property account for future reference, tax audits, and securing value during property sale.