When a tenant contacts us with a maintenance request, we aim to respond as soon as possible and resolve all regular maintenance issues within 36 hours.
Tenants typically file maintenance requests through the portal which creates a ticket. If tenants email or call us with their requests we will create a ticket on their behalf. Once the ticket is created, we use it to keep track of the maintenance issue throughout the repair process.
After we receive a maintenance request from a tenant, our first aim is to help tenants resolve the issue on their own. Sometimes tenants simply need guidance to repair items.
If a maintenance request can not be handled by the tenant, we will send a member of our maintenance team to the property to investigate the issue. The regular hours for our maintenance team are Monday through Friday, from 7am to 6pm.
Once our technician arrives at the property they will work to resolve the issue. Any repair that is below the maintenance threshold for a property will be taken care of immediately. When larger scale repairs are needed, maintenance will document the issue on the ticket and a member of Baker Street will reach out to the owner.
The most common maintenance items we see are:
Larger scale repairs we typically see are:
In addition to the list above there will likely be repairs required in preparation for and as a result of a City Inspection. Please read our Guide to Inspections for more information.
Similarly, there will likely be repairs needed as a result of on-boarding a new property including installing a Schlage keypad on the property door. This expense of $145 is paid by owners as the keypad remains with the property.
There will also be cleaning and repairs needed when we prepare a property for a new tenant between leases. Please read our Turnover Guide to understand what to expect during turnover.
Emergency Maintenance is reported by tenants calling our phone line and selecting the Emergency option. This connects tenants to either our on-call technician or an answering service that helps answer our phone after regular business hours. Our on-call technician monitors these messages 24 hours a day, 7 days a week.
We consider the following issues emergency maintenance:
If a tenant reports any of the above issues we will send our maintenance team member to investigate regardless of the time of day or the day of the week. After Hours Emergency Maintenance rates are anytime on the weekend or weekdays after 6pm until 7am. Please see the grid below for prices.
Baker Street will resolve all emergency maintenance items as soon as possible. We will attempt to reach out to owners to consult on large scale maintenance needs however there may be times when that is not possible. Per the management agreement, Baker Street reserves the right to make decisions regarding maintenance in the case of an emergency.
For any emergency maintenance items that are not resolved as soon as possible, Baker Street may offer up to $100 discount per day to the tenants for the inconvenience.
Maintenance Threshold refers to authorization for Baker Street to make any repair under the threshold amount. For each expense over the Maintenance Threshold, Baker Street will obtain the owner’s authorization unless the expense is monthly, recurring, or for emergency repair.
The typical amount of the maintenance threshold is $500 per individual repair. Owners should check their management agreement for specific details.