Playbook for how to handle after-hours maintenance for small apartment owners.
- dwbakerj
- Apr 14
- 2 min read
STRATEGY 1: Create a Maintenance Triage System
Not every issue is urgent at 2 a.m.
Issue Type | Urgency | Response Time |
Gas leak, flooding, fire, no heat in winter | 🚨 EMERGENCY | Immediate (call 911 or vendor) |
No power, lockout, broken door lock | 🔥 Urgent | Within 1–6 hours |
Clogged sink, broken appliance | ⏱️ Non-urgent | Next business day |
Dripping faucet, cracked tile | 🕓 Routine | Next scheduled visit |
Post this chart in your tenant welcome guide or lease packet, so they know what qualifies as an emergency.
STRATEGY 2: Use a Call Answering or Maintenance Service
Outsource late-night headaches.
Latchel – 24/7 maintenance coordination + tenant call center.
Steady / Hemlane / Property Meld – Offer tiered property management features, including emergency response.
Answering Services (like Ruby, Smith.ai) – Route calls to a virtual assistant trained to handle after-hours tenant issues.
These services cost ~$25–$50/month per unit but can save your sleep and sanity.
STRATEGY 3: Have a Vendor List Ready
Build a go-to contact list of reliable contractors BEFORE you need them:
24/7 Plumber
Electrician
HVAC technician
Handyman
Locksmith
Pest control
Appliance repair
Create a shared Google Doc or a laminated sheet in a landlord binder. Tenants don’t need this list, but you do, and you’ll thank yourself later.
STRATEGY 4: Set Tenant Expectations from Day One
Tenants don’t know what’s urgent unless you tell them.
Include a "Maintenance Request Protocol" in the lease or house manual.
Use an online form or app for non-emergency requests.
Be clear about what is and isn’t an emergency (e.g., “Lack of hot water is urgent, but a squeaky door is not.”)
STRATEGY 5: Use a Maintenance Portal or App
If you don’t want middle-of-the-night texts:
Avail, Buildium, TenantCloud, or Hemlane let tenants submit work orders and track them.
You get documentation, and they get peace of mind.
This also creates a paper trail if you ever get into a dispute over repair delays.
STRATEGY 6: Install Preventive Tech
Stop the late-night calls before they happen.
Smart water leak sensors (under sinks, behind toilets) can alert you early.
Smart thermostats – Catch HVAC issues before they become emergencies.
Video doorbells or smart locks – Reduce lockout calls or key issues.
STRATEGY 7: Build a Local Backup Contact
If you’re managing remotely or just want a buffer:
Recruit a trusted handyman, local friend, or fellow landlord as a paid backup.
Pay them a flat fee/month or per call-out ($50–$100) to handle late-night trips if needed.
What to learn more!
Call/ Text us today!
312.248.4677
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