PRP.7.10.030 Maintenance Requests and Priorities

(a) Requests for Maintenance. All requests for maintenance, whether made by telephone, in person or by staff of the Housing Authority, shall be processed by completion of a work order which contains the following information:

(1) The date the order was taken;

(2) Resident's name and community;

(3) Project and unit number;

(4) Description of problem or statement of request;

(5) Authorized entry in the event no one is at home.

(b) Review of Work Order Requests. Maintenance requests shall be reviewed by the Supervisors and/or the receptionist in order to determine scheduling of requests, any applicable warranties and responsibilities, and whether or not it will be necessary to employ an outside contractor for the work, such as an electrician or other specialist.

(c) Review for Arrears. Work order requests will be screened to determine whether or not the resident's account is in arrears. If the resident is in arrears, only emergency, urgent and preventive maintenance will be performed. The resident will be informed that the work order will be filed until the arrears are paid.

(d) Scheduling of Work Orders. Maintenance requests will be scheduled by the Supervisor in accordance with the following priorities:

(1) Emergencies. An emergency means a situation in which bodily harm is imminent; that which immediately threatens the safety of the resident or could cause serious property damage. Emergencies shall be responded to within six (6) hours and repaired within a reasonable time, even if the request is made after hours or on weekends. The Supervisor must perform emergency work items; if not available, other maintenance personnel shall respond.

(2) Urgent. An urgent situation means a situation that causes a negative effect to a tenant's lifestyle such as lack of refrigeration, cook stove, water, or a broken entry door. Urgent work shall be responded to within 24 hours after the request is made, or the next available working day if the request is made on the weekend or after normal working hours. If urgent work is necessary due to vandalism or other criminal activity, a Sheriff's report shall be required before the work can be scheduled.

(3) Renovation. A renovation means the repair, painting, and cleaning of a vacant unit to prepare for new occupancy. All work should be finished before a family moves in so that a final inspection can take place.

(4) Non-Routine Maintenance. Non-routine maintenance means required maintenance which is not caused by ordinary wear and tear; usually not occurring in the normal lifetime of the item.

(5) Routine Maintenance. Routine Maintenance means required maintenance which is the result of usual wear and tear; work that should be done regularly by maintenance staff.

(6) Preventive Maintenance. Preventative Maintenance means required maintenance that is performed to prevent further or greater damage from occurring; Preventative Maintenance includes work done on a scheduled or seasonal basis to maintain good working condition on an appointed time basis. Minor items, such as leaking faucets, should be repaired while maintenance staff is at the unit.

(e) Ordering of Materials or Appliances. If work orders require that parts, appliances or other items need to be ordered before maintenance can be performed, the work order shall be given to the Inventory Clerk to order and hold the work order. When the item is delivered, it will be so noted on the work order which will then be given to the Supervisor for scheduling.

(f) Contract Work Items. Subject to budget limitations, the Supervisor may contract work orders relating to electrical work, trash removal, welding, septic pumping, etc. pursuant to Chapter PAP.2 of the LCOTCL – Property and Procurement Policies and Procedures.

(g) Performance of Work Items.

(1) Employees are not to be taken off jobs until the work is completed; however, if an emergency arises, and the Supervisors are not available, other maintenance personnel shall respond.

(2) Requests by tenants for other repair work at the job site must be treated as new work order requests. The tenant shall be advised that the request must be first called into the office. The maintenance staff shall, however, perform minor preventive maintenance while at the unit in order to prevent further or greater damage from occurring.

(h) Completion of Jobs & Work Orders.

(1) After completion of the requested work, the work order form shall be completed by the employee with the following information:

(A) Identified problem, and causes (i.e. tenant abuse) if applicable or known;

(B) Description of work;

(D) Total time taken to complete task;

(E) Date completed and signature of maintenance person who completed the job;

(F) Signature of tenant, if home.

(2) Completed work order forms shall be reviewed by the Maintenance Supervisor for completion and a determination of whether the tenant will be charged for the work.

(3) A copy of the work order shall be left for the tenant, one copy for the tenant's maintenance file, and one copy for posting.