1. A tenant contacts us with a maintenance request via their tenant portal, we aim to respond as soon as possible and resolve all regular maintenance issues within 48 hours. We assess the maintenance request, and if the issue can easily be resolved by the tenant, we encourage them to do so, before sending one of our vendors out to the property.
2. Once the task is created, we use it to keep track of the maintenance issue throughout the repair process, while keeping the tenant informed with updates. The regular hours for our maintenance team are Monday through Friday, from 7am to 5pm.
3. Once maintenance arrives at the property they will work to resolve the issue. Some maintenance issues may require additional visits to the property. Any repair that is below the maintenance threshold for a property will be taken care of immediately. When larger scale repairs are needed or the expense is beyond the maintenance threshold Baker Street will reach out to the owner for approval.
4. Once the repairs are complete, a maintenance work order or invoice will be generated on the owner dashboard which provides a holistic view of the maintenance issue and how it was resolved.

The most common maintenance items we see are:

• Clogged sinks, showers or drains
  
• Toilets not flushing properly
• Minor HVAC issues
• Minor plumbing leaks
• Minor electrical issues
• Minor appliance repairs
• Pest control issues
• Door locks not working

Larger scale repairs we typically see are:

• Significant plumbing or drainage issues
• Appliance Replacement
• Furnace or boiler repair or replacement
• Hot water heater replacement
• Roof or basement leaks
• Major electrical issues
• Storm or tree damage
• Water intrusion
  

Inspection Repairs

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.

New Properties & Turnover

Similarly, there may be repairs needed as a result of onboarding a new property including installing a Schlage keypad on the property door. This expense of approximately $250, paid by owners as the keypad remains with the property. Please find our Welcoming a New Owner to Baker Street for more information on our property onboarding process.

There may 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. Our on-call phone line is monitored  24-hours a day, 7-days a week.

We consider the following issues emergency maintenance:

• Fire -- tenants must call 911
• Gas leak
• Significant property damage -- often related to storms or severe weather‍
• Active flooding
• Active leak
• Sewer backup
• Heat not working
• Water not working
• Lockout

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 event of an emergency. After Hours Emergency Maintenance rates are outlined in the table below.

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. Inspection-related expenses do not fall under the Maintenance Threshold.

The typical amount of the maintenance threshold is $500 per individual repair. Owners should check their management agreement for specific details.