Educate Maintenance Staff About Reasonable Modification Requests

Because residents might make these requests before contacting anyone in leasing or management, it is crucial for your maintenance team to be trained in how to correctly respond.

Apartment maintenance staff may receive reasonable modification requests because of their direct contact with residents. Therefore, it’s important that they be educated in how to respond to such requests.

Maintenance Employees & Customer Service

Residents may discuss their needs for reasonable accommodations or modifications with maintenance employees prior to mentioning their needs to anyone in leasing or management. For example, if a maintenance employee is in a resident’s apartment fixing the sink, the resident may tell the employee that she is having difficulty using her shower and needs a grab bar installed as soon as possible. Understandably, a helpful maintenance employee may offer to immediately take care of it without even mentioning it to the office staff.

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