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Maintenance Coordination Manual


Basic Info
Key
Value
1
Maintenance Business Hours
8AM-5PM
2
There are no rows in this table

Priority
Priority
Repair Time Frame
Examples
1
Priority 4
Same day
Health & Safety: No water supply, no toilet, no sink, gas leak, power outage in the entire house.
Door Locks: If it’s an occupied unit and the front door and security door don’t work, the technician should install a door security guard/door latch that can be locked from the inside. Ask the tenant to check if there is a backdoor they can use.
No hot and cold water in the entire house.
Sewage Disposal System Issue: Send a plumber right away to inspect the problem and then create a subtask.
2
Priority 3
1-2 days
Habitability Issues with Workarounds but Require Tenant to Leave the House:
Lack of hot water.
Lack of heating. (Lack of heating in any part of the house: Send a technician to diagnose and repair the issue within 48 hours. If the repair is not possible within 48 hours, offer the tenant the option to go to the nearest store and buy a portable heater. Buying the heater is considered a workaround.)
Non-functional laundry machine. (Tenant has to leave the house to go t the laundromat)
Downed Trees:
No workaround. The tree is blocking the driveway, preventing the tenant from moving their car.
Trip Hazard:
Use caution tape and safety cones. (A technician needs to be dispatched to the property within 48 hours. The caution tape and safety cones are considered a workaround, allowing the tenants to be informed of the hazard and for the technician to remedy the situation as much as possible. For example, if there are sharp edges on the flooring, the technician should cut out the sharp edges.)
Flooring Gaps that Pose a Trip Hazard:
Have the technician tape the pointy edges.
Mold Issue:
We can send 8WD to encapsulate the suspected mold area with plastic (seal all edges to prevent mold spores from being released). If multiple areas are affected, it may not be practical to use plastic for the entire house. If the inspection reveals the area cannot be contained with plastic, we should get the owner's approval to offer a rent reduction. If the tenant needs to temporary relocate and the tenant cannot afford it, ask the owner if they are willing to cover the tenant’s hotel charges. The MC should then create a subtask, and that will be considered a P1 level issue.
Adequate Exit:
The main door cannot be locked from the inside and outside, and no other properly working door is available that can be locked and opened.
3
Priority 2
3-7 days
Habitability Issues with Workarounds That Do Not Require Leaving the Home: (Tenants can live their normal lives without needing to leave the house due to the issue. This may result in a reduction of housing services.)
Examples:
Bathroom sink not working, but the kitchen sink is functional.
Partially working appliances. (The stove isn’t working, but they have microwave available. The refrigerator freezer is working correctly but the fridge section fails to maintain a cold temp)
Partial power outage (electrical power is lost in an entire room; none of the outlets are working in that room).
One toilet not working, but there is another usable toilet.
Shower leaks when in use.
Other Issues:
Fence repair.
Flooring repair.
Hot and cold water issues in some parts of the house. (Lack of hot water in some parts of the house, but still has hot water in other parts. The work around is to use the available area with hot water)
Adequate exit: The main door cannot be locked from the inside, but there is a back door available for use.
4
Priority 1
1-4 weeks
Landlord Responsibility: Non-Habitability Issues
Drywall Gaps repair: There are gaps in the drywall that need to be addressed.
Curtains and curtain rods repair or replacement: Issues with the curtains require attention.
Outlets: Some outlets are non-functional while others in the same room work.
Light Fixture: The light fixture is not working even after the tenant replaced the lightbulb.
Habitability Issue with Temporary Solution and Reduction of Services
Example:
HVAC Issue: A portable heater is provided as a temporary solution. The maintenance coordinator (MC) is working with the owner to find a permanent resolution, which may involve replacing parts or the entire system and could require pulling a permit.
If the owner instructs us to pursue a solution that does not fit the P3 timeframe, they assume the risk of delay. Risks include damaging the relationship with the tenant and potential rent credits.
Examples of Issues
Flooring Replacement: Significant structural damage is found under the kitchen floor. The floor joists have extensive rot and termite damage, causing noticeable sagging and posing a safety hazard (Habitability Issue).
Fence Replacement: Significant structural damage requiring replacement (Habitability Issue).
Driveway Concrete/Asphalt Replacement: Non-habitable issue.
Sprinkler Replacement: Non-habitable issue.
Window Replacement: Unable to close and open (Habitability Issue).
Carpet Replacement: Non-habitable issue.
Garbage or Item Haul Away: Non-habitable issue.
Additional Considerations
Jobs requiring city permits.
HOA Architectural Form Approval.
HOA Elevator Reservations.
Reconstruction estimate approval from the insurance adjuster.
Tasks with city violations and specific deadlines.
5
Priority 0
Deferred
Cosmetic issue. Paint scratches
There are no rows in this table
(THIS IS STILL IN PROGRESS) Setting a deadline of each Starfish Task: Something to ask the tenants: is this something new or they didn’t pay attention until they have reported it?
Habitability - Sudden event - P4 Habitability - Pre-existing condition - P3
If the tenant moves-out and tenant accepts the rent concession and then we start the counting from the day we adjust the priority.
Create email for providing recommendation but the owner still wants to pursue looking for another quote. (give the negative consequences).

After the priority is set, we set a deadline, the deadline will be calculated from the date the task has been created.

Health & Safety Issues

How to handle it

There are two main law sections that govern housing “health and safety” requirements that PMA obligated owner to do so we don’t have to get owner’s approval in advance.
Assess whether the issue look like it will cost above approval threshold.
If it looks like it can be above threshold, make the appointment with the vendor first.
Call owner to let them know the appointment time. Let them know there are two scenarios: (use furnace as example)
Furnace is out, light pilot is a min trip charge case.
Replace a wall furnace is $2k expense, it will take a a day or two for vendor to pick up new unit and install it.
Ask owner to be available during the 2-3 hour appointment time by the phone to approve the big expense. Explain to them if a furnace needs to be replaced and we can’t get a hold of him/her, we’ll have to exercise our emergency authority to approve it, unless the estimate is unreasonable.
Although we have the authority, we should still exercise our obligation of care to keep the owner in the loop so owner doesn’t feel like we abuse our emergency obligation. By letting them know the appointment time, it gives them a sense of participation in the decision making. If it goes south, his conscience won’t allow him to blame us.
If they don’t pick up the phone, they miss out the opportunity to participate, that’s their problem.
If you they pick up the phone, you can explain to the landlord the vendor’s recommendation. You should chime in whether the vendor’s quote is reasonable base on your experience. It may not be the cheapest, as long as it’s reasonable and vendor can get it done in 2-3 days, it’s probably best to go forward.
The alternative is to shop a few more vendors, it will take 2-3 day minimum. There is no guarantee these vendors will be cheaper. Even if they are cheaper, they may not have the availability to do it in the next 2-3 days. If we are talking about 2-3 days after 2-3 days, that’s an additional 4-6 days. If tenant claims the unit is uninhabitable for 6 days, out of a 30 day month, let’s say the rent is $2,500. 6 days rent is $500. Plus the uncertainty that whether the vendor will actually be $500 less. It’s a long shot.
The only way for “wait 2-3 days, shop another vendor” to come out ahead is you have CERTAINTY that the vendor will result in a saving of $500 or more. Unfortunately, in life, there is no such a thing as “certainty”. If you tell the landlord that the vendors we use are pretty comparable in price and you are not confident the next vendor will save $500 or more, then the landlord should conclude going with the current vendor is the most sensible thing to do.

The Laws

We just need to tell them after the fact and cite the law to give us basis to act
Civil Code §§
and subsequent subsections govern specifically “rental housing”.
Health and Safety Code §§ and governments dwelling (housing, hotels etc)

basically says the unit must have:
Roof and exterior walls, no broken windows or doors
Plumbing or gas system maintained in good working order.
Hot and cold running water, a sewage disposal system
Heating system in good working order
Electrical lighting and wiring that confirms to the code at the time of installation.
Building, ground and all fixtures should be kept clean, no filth, debris, garbage, rodents and vermin
Adequate number of appropriate trash bins in clean condition and good repair
Floors, stairways, railing maintained in good repair
Mailbox has to have a lock
Section is about sanitary and clean
Section is about security and deadbolt
Section is about telephone jack. This is outdated and nobody maintains a working landline any more. We don’t worry about complying with this.
Section and 1941.6 are about the case when you have victim of sexual sault, domestic violence in your rental. you have some additional obligation to keep them safe.
is about mold and .
Health and Safety Code §§ 17920.3 (human habitation)
adequate sanitation
a water closet, lavatory, bathtub or shower
kitchen sink
hot and cold water
adequate heating
operation of required ventilating equipment
natural light and ventilation (which chapter???)
electrical lighting
habitable rooms should not have dampness
cannot have: visible mold growth, except for the area that can accumulate moisture as part of their proper functioning and intended use. In other words, mold in shower is okay, mold in the sinks is okay. Mold on the drywall is NOT okay.
things should not fall into decay or disrepair.
sewage disposal system
garbage storage facility
no structural hazard
no deteriorated or inadequate foundation - starts of P3 (1-2 days) send an MT to put a safety tape and safety cone.
no deteriorated flooring or floor supports, they should be proper size to carry the load
vertical support should not split, lean or buckle
ceiling, roof should not sag, split or buckle, horizontal structural member should be properly sized to carry the load
fireplace or chimney should not bulge or settle, and should be sized properly.
no nuisance
wiring should be in good and safe condition
plumbing in good and safe condition, “no cross connections and siphonage between fixtures”.
mechanical equipment should be in good and safe condition
weather protection, water proofing, exterior wall, roof should be in good order (no broken door, windows)
not in a condition that provides ready fuel to augment the spread of fire or explosion. (gas leak, spill of gasoline, overgrown weed)
don’t let weeds, junk, debris garbage etc. constitute fire, health or safety hazard.
adequate exit
don’t use non-residential space for residential purpose. (don’t use a storage shed to house a tenant)

After Hour Issue Handling

All TCA numbers share the same after-hour greeting, which gives tenant instruction on what to do under different circumstances. Make sure you read it and be familiarize with it. Read
Broken link

Coordinating Entry for Maintenance

This procedure outlines the steps our maintenance team should follow when coordinating entry into a tenant's unit for maintenance work, in compliance with our lease agreements and operational standards.

1. Emergency Situations:

Initial Contact: Immediately call the tenant to schedule entry.
If there is no answer, leave a voicemail and e-mail detailing the emergency and the impending date/time of entry for our vendors
Entry: Proceed to enter the unit with our keys to address the emergency.

2. Non-Emergency

Functional Issues:
Scheduling with Tenant (Light Workload): Attempt to schedule the maintenance with the tenant. Document each communication attempt in the Starfish system
Handling Backlogs (Heavy Workload): If maintenance faces a backlog, inform the tenant of our repeated contact attempts. Advise them that if there is no response within 48 hours, we will close the task.
Cosmetic Issues:
Communication: Inform tenants that we will request the owner's approval. Clarify that the owner is not obligated to address cosmetic issues.

3. Unresponsive Tenants:

Repeated Attempts: If attempts to contact the tenant persist for 3 days without a response, post a 24-hour notice on the unit’s door.
Technician Notification: After posting the notice, inform the technician and arrange for them to bring keys for entry as scheduled.

Additional Resources:

24-Hour Notice Form: Fill out form
@Notice of Intent to Enter
and assign in Telegram GC “Office Errands” to post.
If we need keys for the vendor to access the unit (with tenant’s permission), whoever posts the notice shall install the lockbox and put the entry keys/tag inside.
Additional trip maybe needed to retrieve the lockbox and keys once work is done. Schedule the MTs working within the area to retrieve the lockbox, else inform Office errand gc when lockbox has been sitting there for long period of time. MC should be responsible to monitor this and instructions to retrieve lockbox should be in the task.

Owner requests to install lockbox with keys.

Owner requests keys to access a vacant unit, or common area door such as laundry room, utility, water heater, shed/storage. Arrange for Office Coordinator to install the lockbox and put keys in it. If owner gives us a short notice, say this:
“This is a very short notice. I hope you understand our staff have already made plans/schedules for their days. I can’t guarantee if they can make it in time. We will do our best to accommodate. If you can schedule your vendor to drop by the office to pick up the keys instead, that will be most ideal. Please have them call ________, with phone number_____ before going to make sure he is there to hand over the keys. Next time, it’d be great if you can give us 3 days notice.”

For entry relating to major projects in big complexes/multi-unit buildings

In coordinating vendor/contractor entry, the goal is to get as many units to open the door for the vendors to inspect and assess. We must do a better job explaining the project and the reason why we/vendor need to enter the unit - highlight the benefits to the tenant.
When posting a
@Notice of Intent to Enter
, the intended inspection date and time should only be during normal business time (Mon-Fri 9AM- 5PM). We must always recommend to the owner to schedule their vendor / contractor inspection and work during normal business hours to avoid any liability.
If we are bringing a vendor to do the project, we will charge project management fee (i.e getting quotes, getting approval, scheduling, and monitoring to completion). If not, we can just do one time coordination (ie schedule, entry etc), and we wont charge project management fee.



Smoke detector and CO detectors beeping

Unit is Tenant Occupied

Check to make sure there is no smoke or real CO issue. Confirm the beeping is only an indication of low battery. Tenants are responsible to replace batteries per lease. If after the batteries are replaced and it still continues to beep, we need to replace it.
Smoke detectors are good for 10 years. CO detectors are good for 7 years. Therefore, it’s important to remind our technicians to write the installation date on the side of alarm itself.
If tenant can replace the smoke/CO detector themselves, we can recommend for the tenant to purchase one and we will reimburse them via rent credit. $50 for smoke detector and $75 for combo. Ask the tenant to write the installation date of the alarm itself.

Unit is Vacant and is posted for rent

Does leasing agent know about this? if so, is it reachable? is it something leasing agent can just bring a battery and pop it in?
If this can be done, we won't even charge for it. Ask the leasing agent to tell the owner our leasing did it for free and ask the owner to write her a 5-star review for going the extra mile.
If leasing doesn’t know.
Ask the owner, can this wait for the leasing agent to check it out during next tour? Or is the noise so loud that it bothers the neighbor a lot and it needs to be addressed right away?
If it can wait, let leasing agent bring a battery and check it out next time (again, try to get the 5-star review).
If it can't wait, then we send maintenance. Since nobody has seen it, the detector can be high up on the wall, we may need a high ladder, we don't know what kind of battery it needs. This justifies sending a maintenance tech. Now the tech checks it out, may need to go to a store to buy the right battery. All this time can justify the
.
Note that we shouldn't charge for the whole 8 batteries. We will only charge the actual number of batteries replaced for material cost.

If owner disputes about the 5/10 yr shelf life detectors our team installed that starts beeping even though it is still fairly new.

Explain that although the detector purchased and installed says it has 5-10 year shelf life, note that we don’t know the manufacture date of the batteries that come with it, especially if it is a wired detector (has a backup battery) . It is recommended to follow the steps above on how to resolve beeping detectors issues.

Smoke Detector and Carbon Monoxide Code Sections 907.2.11 and 915 or California Residential Code Sections R314 and R315
Smoke alarms are required in new dwelling units and in existing dwelling units where alterations, repairs or additions requiring a permit occur or where one or more sleeping rooms are created. Carbon monoxide alarms are required in new or existing dwelling units that contain fuel-fired appliances, fireplaces or have an attached garage with an opening into the dwelling. Smoke and carbon monoxide alarm shall be installed in accordance with California Building Code Sections 907.2.11 and 915 or California Residential Code Sections R314 and R315, respectively.


Bekeley 173 Alarm Affidavit - Smoke and Carbon Monoxide.pdf
327.1 kB
Alameda carbon-monoxide-smoke-detectors.pdf
262.2 kB

Other Repair Requests

Find out the issue and gather info

Find out as much information about the issue as possible.
Ask tenants to file a request by emailing maintannce@thecalagents.com
Attached pictures on the request. If it's appliance related, ask tenant to send a picture of the label showing the model number.


Send tradesman out. Find out how much it costs for him to go out. Tell owner the cost of sending a tradesman. Ask the owner to be available by phone on the day of appointment so he can approve/disapprove the cost.
If there is no cost to send out a tradesman, then go ahead and send him out.
If the overall cost of repair is lower than the threshold, you can tell him to proceed even without the owner's approval.

Keepe

Keepe is a handyman service company with a network of tradesman. They generally service the following categories
plumbing
basic electrical troubleshooting
HVAC
appliance repairs
Send email with issue details to to request estimate, include model number and photos if available. If their estimate is above threshold, ask for owner approval. If not give them tenants contact and let them schedule the repair with tenant.
They can’t do any same day or next day work
Day 1: send email to request estimate
Day 2: they reply with estimate, we okay it
Day 3+: they schedule with tenant and get it done.
Day N: they will email us photos and cost of the work done.

Schedule Entry

If it’s not an urgent issue, ask tenant a preferred date to perform the repair. Also let them know we have the keys to go in ourselves, they don’t need to be present.
If it’s an urgent issue, and tenant is not responding or doesn’t provide a date that’s soon enough. Explain to tenant we need to go in sooner than that. If they still don’t cooperate, we will post 24 hour notice and enter the unit w/o their consent.
If it’s an emergency, the lease provides us that we can enter w/o consent:

Posting 24 hour notice to entry

If we need to post 24 hour notice to entry, maintenance coordinator should coordinate with property manager and showing coordinator to see which one will go over to the property sooner. By default, maintenance coordinator is the one to print out the notice and post.
After you post the notice, tape it on the door, take a picture on it on the door.
The notice can be found at .

Before Entry

Pick up key from the office.

After Entry

Drop off keys to the office. If after hours, drop off the key in the office mailbox and notify
the keys are dropped off.

Reporting an Issue to the City

There are instances we need the City to address some concerns pertaining to the area where our rental properties are located. These issues are within the City’s jurisdictions and cannot be taken care of by our maintenance team. Some examples are:
Public Property - City building damages
Construction issues - blocked parking, lanes
Contractors blocking Street/Sidewalk/Parking
Graffiti
Illegal dumping
Sidewalk Damage
Streets/Sidewalk - Gutter and Curb repair
Homeless camping out in front of the rental unit
Abandoned vehicles
image.png
must submit a request by logging in to this link -
Broken link
Choose the City from the list, follow through the prompt and fill in the details needed.
Make sure to select the right issue to report.
Confirm the address in the map.
Answer the questions and fill in a detailed description of the issue in the text box.
Don’t forget to attach photos, before hitting Submit.
If we don’t hear back after a week. please call 311 to follow up until the issue is resolved.

Repair Request for Unit NOT managed by TCA

There are times when a property owner would request maintenance repairs for a unit we do not manage. These owners are either BW unit owners, or friends or acquaintances of Nikki and Lex. Despite not managing these units, we're still able to help with their repair needs. We add a 15% markup on top of the repair invoice to cover various costs such as finding vendors, obtaining estimates, scheduling between tenants and vendors, and ensuring the job gets done.
To ensure we can pay the vendor, ask the responsible party to send us the funds first before we can proceed with the scheduling. Ask the accounting team to prepare an invoice and send the link to the responsible party to pay it via ACH or CC. Once payment is confirmed / received, we can proceed to schedule.

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