Want to get your maintenance teams off to a great start in 2020? Check out these 30 tips with our guest speaker: Mark Cukro

1. Part
3

2. WINTER TIPS

3. Winter
Tips
1. Check the heat in every make-ready to make sure it is working
2. Check the heat in a few of the remaining vacant apartments per
day until they are all checked and working properly.
3. Reduce the heat setting on thermostats to 55 degrees and open
cabinet doors in all vacant apartments
4. Leave each resident a small bag of ice melt with each service
request or have it available in the office for pick up
5. Make sure everyone on site knows the plan for emergencies and
snow and ice removal
6. Set up an account with a nearby hotel that in case there is a
power outage due to an ice/snowstorm or any emergency

4. Winter
Tips
7. Change the batteries on your smoke detectors
8. If the temperature drops below freezing, educate residents to
keep one or two faucets running slowly at all times to prevent
pipes from freezing.
9. Ceiling fans on low in reverse (clockwise when looking up) will
circulate warm air.
10. Provide multiple channels for reporting service requests. Give
residents examples of what details are needed when self-
submitting a request.

5. COMMUNITY TIPS

6. 11. Common area and parking lot drains should be clear of debris
12. All shops and storage rooms should have enough heat to
prevent freezing
13. Check basement and crawl space for dampness after wet
weather
14. Clean gutters, leaders, strainers, window wells, drains and
downspouts are directed away from foundation
15. Check siding, shingles, and trim for damage, looseness, warping
or decay
16. Locate and mark shut-offs for systems. Make sure everyone on
site knows where they are
17. Clean all HVAC drain pans during the turn process to help
reduce summertime A/C service calls
Community
Tips

7. Community
Tips
18. Check the exterior lights so residents are not left in the dark as
the sun sets earlier
19. Check the dumpster/recycling areas to make sure things are not
only picked up, but clean
20. Inspect the common areas and amenities throughout the day
(pet area, fitness center)
21. Divide and conquer the community and resolve any outstanding
issues

8. RESIDENT TIPS

9. 22. Ask residents to check and make sure all their appliances work
so they can enjoy cooking and baking for the holidays. This will
help reduce last minute emergency calls.
23. Remove and discard their Christmas trees or have a dedicated
location away from the dumpsters or compactor
24. Inform residents that as the outdoor temperature gets colder,
they may notice the hot water doesn’t last as long but there is a
maximum temperature that cannot be exceeded for safety.
25. Let residents know the most common cause of fire during the
Holidays, other than kitchen fires, are portable heaters,
Christmas trees and power strips/extension cords.
26. Let every resident know that if there is a power loss that they
should not and cannot use any other form of heat such as a
BBQ grill and that indoor fuel heaters must be approved for
safe indoor use. Most are not.
Resident
Tips

10. Resident
Tips
27. Create video tutorials so resident tips are easily available
28. Communicate with residents what qualifies as a maintenance
emergency (example: no heat service requests)
29. Create a notice for items not allowed in garbage disposals,
especially during holidays
30. Build bridges through communication and trust. Update
residents on delays and a final follow up after resolution
demonstrates you are looking out for them.

11. BONUS TIP

12. Take care of your service team, be sure
they have all the correct tools, equipment,
clothing and everything they need to ensure
they can do what is needed safely.
Check on them frequently.

13. Quick
Stats
Insite Work Order Survey 2018 2019
Prompt response to the request for service 4.36 4.43
Speed the request was handled 4.30 4.37
Quality of the work done 4.38 4.43
For delays: notified when the work would be
completed
35% 36%
Problems still exist 22% 20%
Overall Satisfaction 4.41 4.47

14. KEY TAKEAWAYS

15. Key
takeaways
 Map out your winter plan
 Focus on community details
 Educate your residents