Prioritizing work orders while complying with Fair Housing

The Challenge of Work Order Prioritization

Managing maintenance requests at a property is a juggling act. On one hand, you have fair housing laws that require equal treatment for all residents. On the other, there’s the need to keep operations running smoothly, especially when the maintenance team is stretched thin. Finding the right balance isn’t easy, but it’s absolutely doable with a smart approach. Let’s dive into how to create a system that treats everyone fairly while keeping things efficient.

What Fair Housing Means for Maintenance

Fair housing laws are clear: you can’t discriminate against residents based on protected characteristics. This applies to how you handle maintenance requests, too. Every resident deserves fair treatment, whether they’ve reported a leaky faucet or a broken heater. That said, not all repairs are equally urgent. A gas leak or a flooded apartment obviously takes priority over a squeaky door. The key is to develop a process that prioritizes repairs based on urgency and impact, not who made the request.

Steps to Build a Fair and Efficient Prioritization System

Set Clear Prioritization Rules

Start by defining how your team will decide what gets handled first. Life-safety issues—like electrical hazards or gas leaks—should always go to the top of the list. Next come problems that affect habitability, such as broken HVAC systems in extreme weather or major plumbing issues. Finally, you can tackle less-urgent requests, like cosmetic fixes or minor repairs. When everyone on the team understands these priorities, it’s easier to make consistent decisions.

Create a Standardized Process

Consistency is critical. A good way to achieve it is by using a digital work order system to log every request. Residents should be able to see where their request stands, and your team should be able to track progress. Transparency helps prevent frustration and ensures no one feels like they’re being left out.

Train Your Team (and Keep the Lines of Communication Open)

Your maintenance team needs to know how to prioritize without bias. Regular training on fair housing laws is essential, but it’s just as important to stress why these rules matter. At the same time, let residents know how your system works. If they understand why some requests take longer than others, they’ll be less likely to assume unfair treatment.

Leverage Technology to Work Smarter

Technology is your friend when it comes to streamlining operations. Platforms like AppWork can categorize and prioritize requests automatically, helping your team focus on what matters most. Even small features, like allowing residents to upload photos or videos, can make a big difference in assessing urgency.

Get Advice from Legal Experts

Before finalizing your system, run it past your legal or compliance team. They’ll help make sure it aligns with fair housing laws and doesn’t accidentally cause issues. It’s always better to be proactive than to deal with legal headaches down the road.

Handling Peak Seasons and Emergencies

When requests pile up—whether it’s during a snowstorm or peak move-in season—staying on top of work orders gets tougher. Here are a few tips to help:

• Temporary Help: Bring in extra staff or contractors during high-demand times.
• Clear Communication: Let residents know what’s going on and give them realistic timelines for repairs.
• Emergency Protocols: Make sure your team knows how to handle urgent situations quickly and effectively.

Wrapping It Up: Fairness and Efficiency Can Go Hand-in-Hand

Prioritizing maintenance work isn’t just about fixing problems—it’s about doing so in a way that’s fair, transparent, and efficient. By creating a system with clear priorities, consistent processes, and strong communication, you can keep residents happy while staying compliant with fair housing laws.

Of course, this isn’t a one-size-fits-all approach. Always consult your legal and compliance teams to ensure your process meets the unique needs of your property and residents. With the right strategy, you’ll not only avoid legal pitfalls but also build stronger trust with your residents.

Disclaimer: This article is for informational purposes only and not a substitute for legal advice. Always consult with an attorney for guidance on fair housing laws.