Behind Every Repair: The Real Timeline Behind Maintenance Requests

 Step 1: The Maintenance Request Is Reviewed

When a maintenance request comes in, it’s reviewed to determine urgency and scope.

Sometimes it’s clear right away:

• “Water is pouring from the ceiling!”
• “The heat stopped working last night!”

Other times it’s a little more… open to interpretation:

• “My garbage disposal is making a strange sound.”
• “My fridge isn’t cold but only on one side.”

Before anything is dispatched, the request is evaluated to determine:

• Is this an emergency?
• Can it be safely troubleshot first?
• Does it require a specialized vendor?

This first step sets the tone for everything that follows.

 Step 2: Prioritization Based on Health & Safety

Not all repairs are created equal. Some issues affect health, safety, or habitability, and those take priority over everything else.

High-priority issues often include:

• No running water
• Major active leaks
• No heat during cold weather
• Electrical hazards
• Sewer backups

These are dispatched immediately

Lower-priority issues may include:

• Dripping faucets
• Minor appliance issues
• Non-essential outlets
• Cosmetic concerns

These are still important, but they usually require scheduling rather than immediate dispatch.

 Step 3: Vendor Coordination — Where the Superhero Moment Meets Real Life

This is often where expectations and reality start to drift apart.

As much as we’d love to flip a switch and have a repair squad assemble instantly, real life looks more like this:

1. The correct Vendor is contacted
2. The issue is explained
3. Availability is confirmed
4. Tenant access is coordinated
5. Parts may need to be ordered (everyone’s favorite answer)
6. The job is added into the vendor’s schedule

We’re essentially assembling the right “hero team” for each repair—matching the problem to the right expert—but even the best vendor is juggling multiple jobs, emergencies, weather delays, and supply shortages.

As a result, many non-emergency repairs are scheduled 24–72 hours out. Not because anyone is dragging their feet—but because real-world logistics apply.

 Step 4: Owner Authorization (When Required)

Some repairs require owner approval before work can move forward—especially when costs exceed preset limits or involve major systems.

Until authorization is received:

• Work may pause
• Vendors may hold scheduling
• Parts may not be ordered

Tenants don’t always realize this step exists, but it plays a major role in overall repair timelines. Owners who respond quickly can significantly speed things up.

 Step 5: Repair Completion & Follow-Up

Once scheduled:

• The vendor completes the diagnosis and repair
• Any parts-related follow-ups are scheduled if needed
• Completion is documented
• Communication is provided to both tenant and owner

Some repairs are one-and-done. Others reveal “bonus issues” once things are opened up. That’s just part of working with real buildings.

What’s Happening Behind the Scenes While You’re Waiting

Even when a repair isn’t visibly happening yet, the coordination never stops. During that waiting period, the ongoing work often includes:

• Following up with vendors
• Coordinating tenant access
• Tracking approval timelines
• Managing emergency interruptions
• Rescheduling when priorities shift
• Communicating updates to everyone involved

It may be quiet on the surface—but behind the scenes, the process stays active.

 The Bottom Line

Maintenance repairs aren’t always instant—but they are structured, prioritized, and actively managed every step of the way.

When everyone understands the process—tenants, owners, vendors, and management alike—it reduces frustration, improves communication, and creates more realistic expectations for how repairs unfold.

And yes… even with the best coordination in the world, the “easy fix” still sometimes turns into a surprise project. That’s property management.