The Best Approach to Maintenance Reporting
Maintaining a condominium or homeowners association is a shared effort. While Washington Properties, Inc. (WPI) and the Associations we manage conduct property inspections and coordinate maintenance, owners and residents are often the first to notice a problem.
Reporting maintenance concerns promptly can help prevent a minor issue from becoming a larger and more expensive repair. Providing complete information also helps WPI and the Board of Directors evaluate the issue and determine the appropriate next steps.
Here are a few ways you can help make the maintenance request process more efficient.
Know the Difference Between Maintenance and an Improvement
A maintenance request generally involves an existing Association-maintained component that may be damaged, deteriorated, or no longer functioning properly.
Examples might include:
- A common-area light that is not working
- Damage to Association-maintained siding or exterior components
- A tree or branch creating a potential hazard
- An issue involving Association-maintained landscaping
An improvement or modification is different. If you want to add, replace, alter, or modify something associated with your unit or the common or limited common areas, you may need to submit a request in writing and obtain Board approval before beginning the work.
If you're unsure which category your request falls into, contact WPI before proceeding.
Be Specific
The more information we receive, the easier it is to evaluate the problem.
When submitting a maintenance request, please provide:
- Your name, property address, and unit number
- A detailed description of the problem
- The exact location of the issue
- When you first noticed it
- Whether the problem appears to be getting worse
- Photos or video, whenever possible
- Your current contact information in case additional information or access is needed
A report stating “there is a problem with the building” may require several additional conversations before anyone can determine what needs to be inspected. Photos and a specific description can often save considerable time.
Understand Who Is Responsible for the Repair
Not every maintenance issue is automatically the responsibility of the Association. Condominium governing documents establish which portions of the property are maintained by the Association and which are the responsibility of individual unit owners. Responsibility can vary significantly from one Association to another.
Even two communities that look very similar may have very different maintenance responsibilities under their respective Declarations. If you're unsure who is responsible, submit the issue to WPI. We can review the matter and help determine whether it should be addressed by the Association or the unit owner.
Maintenance Requests Are Not All Emergencies
An emergency maintenance issue is generally one that presents an immediate threat to people or has the potential to cause significant additional property damage if it is not addressed promptly. Examples may include an active major water leak or another condition causing immediate damage to Association property.
For situations involving an immediate threat to life or personal safety, call 911 first. The Association's emergency maintenance number should not be used for routine maintenance requests. Using the emergency line for non-emergency matters can interfere with the ability to respond to actual emergencies.
Some Repairs Take Time
Submitting a maintenance request does not necessarily mean that a contractor will immediately be dispatched.
Depending on the issue, we may need to:
- Inspect or obtain additional information about the problem.
- Determine whether the repair is an Association or owner responsibility.
- Obtain contractor recommendations or proposals.
- Present the matter to the Board of Directors for consideration.
- Obtain Board authorization.
- Schedule the work with the appropriate contractor.
Weather, contractor availability, material availability, and the complexity of the repair can also affect scheduling. WPI's role is to help facilitate this process and keep the Board informed so that authorized Association work can move forward appropriately.
Report Problems Early
Please don't assume someone else has already reported an issue. If you see damaged siding, a leaking pipe, a broken light, a damaged tree, or another potential maintenance concern, let us know. Receiving duplicate reports is preferable to discovering months later that everyone assumed someone else had contacted management.
Early reporting can be particularly important when water intrusion or other conditions have the potential to cause additional damage.
Be Patient, But Don't Be Afraid To Follow Up
Some maintenance requests can be resolved quickly. Others require investigation, Board consideration, proposals, or coordination with contractors.
If you have not received an update and would like to know the status of your request, you are welcome to contact WPI. When following up, referencing your original request and property address helps us locate the matter quickly. Submitting the same request repeatedly through multiple emails, phone calls, or new requests, however, does not make the approval or contractor process move faster.
Help Us Help Your Association
Owners and residents are an important set of eyes and ears within their communities. Promptly reporting legitimate maintenance concerns helps WPI and your Board of Directors identify problems, plan repairs, and protect Association property.
Washington Properties, Inc. serves as the managing agent for your Association and works at the direction of its Board of Directors. We coordinate communication, inspections, proposals, and authorized repairs, but decisions regarding significant Association expenditures and improvements may require Board approval. When in doubt, report the issue. Providing clear information and photographs from the beginning is one of the best ways to help us determine the appropriate next step.
Washington Properties, Inc.
Professional Community Association Management
