HANDYMAN

1. Starting the Shift

A. Meet the Super Handyman at HQ for 8AM to start. Here you'll receive a list of maintenance requests and keys. Read the jobs, plan your route, ask your questions, and tell Mandy which tenant you plan on going to first.

​

Please plan your materials and tools accordingly to ensure you don't waste time. Devon should be provding the necessary materials for the project beforehand.

​

2. Hitting the Road

A. Check the status of the property, is it occupied or is it vacant?

B. If VACANT > Proceed to enter.

C. If OCCUPIED > Knock on the door. When the resident answers, say the following script:

D. "Hello, my name is ____ from Thompson Asset Management and I'm here to service the maintenance request about _____. May I enter to take a look at the problem?"

​

If the property status is unclear or not listed, please call Mandy for clarification. 

​

If the resident doesn't answer, please notify Mandy. If Mandy is unable to contact the resident, log your hours and move to the next job.

​

3. Starting Repairs

A. Review the maintenance request and select your tools accordingly.

B. Take photos of the problem or potentially a video. If you take a video, please verbally describe the problem and the solutions.

C. Complete the repair accordingly.

D. Take photos of the completed work.

E. Log your hours and upload the media (if there is too much media to upload, we'll show you where to save it later, its important that it is documented.)

​

4. When Residents Have Additional Complaints

A. Tenants always complain about additional problems, please listen. They don't care if we fix it now, they just want to be heard and know more about the process.

B. If you can fix it in under 1 hour, please solve it immediately. If not, please let them know that it's unfair to your next appointment to stay and fix more things outside of the original scope of work, and its likely we'll need permission from the landlord. Kindly ask them to submit another maintenance request by visiting the resident portal at www.thompsonasset.com/residentportal or ask them to call or text at (226) 400 - 2154

​

Tell them to submit another maintenance request under the following circumstances:

>> The repair is a "nice to have" and not a "need to have."

>> You have to purchase additional materials

>> It takes longer than one hour

​

5. What if I need additional materials?

A. Do what you can, or call Devon.

6. What if I need a specialist?

When a specialist is necessary, you can notify Mandy when you log your hours or through “Whats app”. She will take care of scheduling in a subcontractor. Make sure to list the service provider needed (Electrician, Plumber, etc) and add in as much detail about the problem as you can. 

For jobs that involve Hvac, plumbing and electrical issues, it's always encouraged to use some basic troubleshooting techniques before a specialist gets involved (Devon can guide you with troubleshooting tips).

As you progress, you will become familiar with what jobs require specialists. If you are unsure you can always reach out to Devon or Mandy for advice.

​

7. Upon Project Completion

A. Clean up your workspace so that there is no mess left in the resident's house.

B. Visit the website: www.thompsonasset.com/portal and click "handyman hours"

C. When you describe the work that was completed, please write in point form and write as clear as possible. The more detail the better as our team's native language is not english.

D. Send Devon a message and let him know that "Project ___" has been completed.

​

8. End of Shift

A. Sometimes a project might exceed the time that you're completing your shift. Please let the resident know when you'll be back.

B. Upon completion, either drop the keys at the office on the same day or the following day for the briefing meeting.

​

7. Waste Disposal

A. Often times there is scrap leftover from a project. If that is the case, message Devon and ask where our current disposal bins are.