In the current rental market, I’ve been facing a higher-than-usual vacancy rate. As an experienced housing provider, I recognize that this issue is cyclical, but I’m seeking proactive strategies to reduce my vacancies. Any suggestions?

Jaclyn:

From a maintenance point of view, we recommend the following approach to minimizing your vacancy factor. The property management and maintenance teams are not separate entities; they work together like offense and defense in a football game. Both are essential to the overall success, with one scoring the points and the other protecting them. Without both functioning in harmony, failure is inevitable. Clear communication is vital to a winning strategy, and both teams must understand the end goal. Treat your management/leasing and maintenance teams as equals—they are two sides of the same coin. By using both departments as a unified approach, you can fill vacancies and improve resident retention. Simply put, a happy resident is a long-term resident.

1: It’s Not Personal, It’s Business: Residents often express their frustration emotionally when things go wrong in their homes. It’s best to remain calm and keep in mind that residents are trying to resolve their issues. Quick action on management’s part will lessen the residents’ frustration and help keep everything running in a businesslike manner.

2: Service with a Strategy: Prioritize the incoming complaints by urgency, addressing the most critical ones first. Develop a plan to tackle each issue, and budget accordingly to ensure everything is handled. For larger problems, rely on the experts. Build a trusted network of skilled tradespeople with whom you’ve established loyalty, so they can help you fulfill your commitments effectively.

3: Fix it Fast & Fix it Right: Residents are less likely to remember the problem itself than the hassle they faced getting it resolved. Make sure the job is done right the first time—avoid delays, cutting corners, or temporary fixes. Skimping now often leads to bigger costs later.

4: Reach Out and Touch Someone: Good communication with your residents will reassure them that you are taking care of their concerns. Have a system in place. Acknowledging that management is aware of the issue, set a time for the problem to be investigated or resolved. Follow up after the fact to ensure quality control.

5: Welcome Complaints: Complaints are your early warning system that helps you stay on top of everything. Eyes and ears everywhere let you run a smart and efficient operation that catches problems before they become disasters.

Dear Maintenance Men:

I recently purchased a 24-unit apartment building with an on-site manager. However, the property is experiencing some deferred maintenance and cosmetic issues, likely due to mismanagement by the previous owners and a lack of accountability from the current on-site manager. Despite this, I believe that with the right training and guidance, the current manager can become an asset to my organization.
Todd

Dear Todd:

This might sound harsh, but you’ve probably heard the saying, “it’s hard to teach an old dog new tricks.” We recommend considering a fresh start with a new, enthusiastic manager. Managing 24 units is already challenging and trying to break the bad habits of the current manager while also addressing the building’s issues could be overwhelming. Regardless of whether you choose to keep or replace the manager, we suggest enrolling them in an education program offered by your local apartment association. These programs provide essential training on becoming an effective resident manager. A resident manager serves as the owner’s representative and must be fully aligned with management to successfully turn around a troubled property.

Dear Maintenance Men:

My residents routinely call me about clogs in the bathroom sink or bathtub. I know the clog is most likely hair and that it is near the trap. My problem is in using a handheld or drill-mounted snake. The snake cable is too big to go through the sink strainer and I must take apart all the plumbing or call a plumber for a simple job. How do you handle a quick repair without it turning into a major production?

Ennis

Dear Ennis:

Use a speedometer cable. They are considerably smaller than a standard snake cable. They will easily fit through the drain strainer and are long enough to clear a typical hair clog found in most bathroom situations. Bend the end of the cable at an angle and clamp the other end into your drill motor and you are ready to go. You can find a speedometer cable at any auto store or auto junkyard.

Written by Jerry L’Ecuyer & Frank Alvarez

If you need maintenance work or consultation for your building or project, please feel free to contact us. We are available throughout Southern California. For an appointment, please call Buffalo Maintenance, Inc. at 714 956-8371 

Frank Alvarez is licensed contractor and the Operations Director and co-owner of Buffalo Maintenance, Inc. He has been involved with apartment maintenance & construction for over 30 years. Frankie is President of the Apartment Association of Orange County and a lecturer, educational instructor and Chair of the Education Committee of the AAOC.  He is also Chairman of the Product Service Counsel.  Frank can be reached at (714) 956-8371 Frankie@BuffaloMaintenance.com For more info please go to:  www.BuffaloMaintenance.com

Jerry L’Ecuyer is a real estate broker. He is currently a Director Emeritus and Past President of the Apartment Association of Orange County and past Chairman of the association’s Education Committee.  Jerry has been involved with apartments as a professional since 1988.