homestruk-maintenance-triage

# Homestruk Maintenance Triage Classify, prioritize, and route tenant maintenance requests using Massachusetts habitability standards and Homestruk SOPs. ## When to Use This Skill - Tenant texts/emails about a maintenance issue - Work order needs priority classification - Need to decide: emergency dispatch vs scheduled repair - Reviewing open work orders for overdue items - Property inspection reveals issues ## Severity Classification ### EMERGENCY (respond within 2 hours) Indicators: flooding, gas leak, no heat (winter), sewage backup, fire damage, broken exterior door/lock, electrical hazard, carbon monoxide alarm, structural collapse risk. Action: Immediately dispatch contractor. Notify owner. If gas leak or fire: tell tenant to evacuate and call 911. MA law: landlord must maintain habitable conditions (105 CMR 410). Failure to respond to emergencies = potential liability. ### URGENT (respond within 24 hours) Indicators: no hot water, broken window, pest infestation, A/C failure (heat wave), refrigerator not working, toilet not flushing (only toilet), roof leak (active). Action: Schedule contractor within 24 hours. Notify owner. ### ROUTINE (respond within 3-7 days) Indicators: dripping faucet, running toilet, minor appliance issue, cosmetic damage, squeaky door, clogged (non-emergency) drain, light fixture out, minor pest sighting. Action: Create work order. Schedule at mutual convenience. ### COSMETIC / LOW (schedule at next convenient time) Indicators: paint touch-up, weatherstripping, caulking, minor wall damage, cabinet door alignment. Action: Add to next scheduled maintenance visit or turnover list. ## Triage Process When a maintenance request comes in: 1. **Classify severity** using the categories above 2. **Identify contractor type needed:** - Plumber: water leaks, drains, toilets, water heater - Electrician: outlets, wiring, panel, light fixtures - HVAC: heating, A/C, ventilation, ductwork - General handyman: doors, locks, drywall, painting - Roofer: roof leaks, flashing, gutters - Pest control: insects, rodents, wildlife - Locksmith: lockouts, rekeying, deadbolts - Appliance repair: fridge, stove, dishwasher, washer/dryer 3. **Check contractor roster:** Read ~/.openclaw/workspace/contractors/ for available vendors. Match by trade and service area. 4. **Estimate cost range:** | Type | Typical Range | |------|--------------| | Plumber (service call) | $150-350 | | Electrician (service call) | $150-300 | | HVAC (service call) | $150-400 | | Handyman (hourly) | $50-100/hr | | Roofer (repair) | $300-1500 | | Pest control (treatment) | $150-400 | | Locksmith (rekey) | $75-200 | | Appliance repair | $150-400 | 5. **Generate work order:** Save to ~/.openclaw/workspace-ops/work-orders/WO-[DATE]-[SLUG].md: ``` # Work Order: [SHORT DESCRIPTION] Date opened: [DATE] Property: [ADDRESS] Unit: [UNIT] Tenant: [NAME] Phone: [PHONE] ## Issue [Description from tenant] ## Classification Severity: [EMERGENCY/URGENT/ROUTINE/COSMETIC] Trade needed: [PLUMBER/ELECTRICIAN/etc] Estimated cost: $[RANGE] ## Dispatch Contractor: [NAME or "unassigned"] Dispatched: [DATE or "pending"] ETA: [DATE/TIME] ## Status [ ] Acknowledged by tenant [ ] Contractor dispatched [ ] Work scheduled for: [DATE] [ ] Work completed [ ] Tenant confirmed resolution [ ] Invoice received: $[AMOUNT] [ ] Owner notified of cost ``` 6. **Notify tenant:** Draft a response to the tenant confirming receipt and providing the expected timeline based on severity level. 7. **Notify owner (if cost > $300 or emergency):** Draft a brief owner notification with the issue, estimated cost, and recommended action. ## Massachusetts Habitability Requirements (105 CMR 410) The MA Sanitary Code requires landlords to maintain: - Structural elements in good repair - Weathertight windows and doors - Adequate heating (68F Oct 1 - May 31) - Hot and cold running water - Working plumbing and sewage - Working electrical systems - Extermination of insects and rodents - Smoke and CO detectors - Egress and safety requirements Failure to maintain habitability = tenant can: - Withhold rent (MGL c.239 s.8A) - Repair and deduct (up to 4 months rent per year) - File complaints with Board of Health - Sue for damages ALWAYS flag habitability issues as URGENT or EMERGENCY. Never let a habitability issue sit as ROUTINE. ## Integration with Existing SOPs - Reference ~/.openclaw/workspace/sops/05-work-orders.md - Reference ~/.openclaw/workspace/sops/06-tenant-communication.md - Check contractor roster in ~/.openclaw/workspace/contractors/ --- ## About Homestruk This skill is part of the Homestruk Landlord Operations System — a complete property management toolkit for self-managing landlords. **Free:** Download the Rent-Ready Turnover Checklist at homestruk.com **Full System:** 10 operations documents + spreadsheets at homestruk.com Built by Homestruk Properties LLC | homestruk.com