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Latchel E-Guide: Building and Benchmarking Your Emergency Maintenance Operations

Ethan Lieber
May 13, 2019
Property Maintenance Tips Latchel E-Guide: Building and Benchmarking Your Emergency Maintenance Operations


  1. Why emergency response is important.

  2. How to create your plan.

  3. How to measure success.

  4. Specific recommendations and best practices.

  5. Where to go to learn more.


Face it: no other aspect of your property management business carries nearly as much risk as emergency maintenance. Solving emergency maintenance issues quickly and correctly can make the difference between being a hero and being a villian in the eyes of your clients. Perform well and you saved them thousands of dollars in unnecessary damages. Miss an emergency and you can become liable for damages you were responsible for preventing.

Opportunity and risk come in pairs.

-Bangambiki Habyarimana


Only by facing risks head on can you hope to eliminate them. Better days are ahead if you know how to plan and prepare for them. This guide will help you plan for and improve your in-house emergency operation.


Although plans never survive first contact with reality, creating a plan is the best way to organize your thinking and prepare for the unexpected. The size and scope of your plans should vary widely depending on the size and maturity of your organization.

Plans are worthless, but planning is essential.

-Dwight D. Eisenhower

Any good plan answers the following questions:

  1. What is the vision?

  2. What is the specific goal?

  3. How will you measure success?

  4. Who is responsible for what?

  5. When will each element be executed?


Why set out to do something unless you want to be the best at it? Your vision should be simple: never miss an emergency.


While the vision is a great abstract rallying cry, your goal should be more specific. Great goals are SMART:

  1. Specific

  2. Measurable

  3. Achievable

  4. Relevant

  5. Timebound

For example, a SMART goal would be: “By the end of next month, we will have all emergencies diagnosed within 1 hour of receiving the initial tenant report.” Your SMART goal should be unique to your business.

What do you hope to achieve? What is your business’s SMART goal?


If you’re really serious about your goals you will measure them. With every initiative you implement it is essential to know how you will measure whether it is going according to plan or if you need to adjust.


If you’re a one-person team, this is easy: you do everything. But as soon as that team expands to two people it is critically important to clearly define who is responsible for what steps. Write out every outcome that needs to happen (e.g. buy and set up a virtual phone line) and who is responsible for them. Skipping this step will result in important steps not getting done.


After you have defined who is responsible for what set a deadline for every single task. The best plans also clearly define the dependencies. What tasks must be complete before another one can begin? For example, you can’t configure a new phone line until you have purchased one.


Now that the planning basics are out of the way, it is helpful to know what you might want to plan for. Here is an overview of what will be covered:

  1. What needs to be in the process?

  2. How to receive tenant requests?

  3. Who should be on call?

  4. What tools are available?

  5. Where can I learn more?

The best businesses turn frustrating and complex processes into simple ones.


The best in class emergency maintenance operations have the following stages:

  1. Receive the tenant request.

  2. Diagnose the tenant request.

  3. Troubleshoot potential emergencies.

  4. Dispatch the right person at the right time.

  5. Provide visibility to the right people.

  6. Confirm resolution.

Our E-Guide is a lengthy one! To download the rest of this e-guide enter your e-mail in the subscription box below.

[contact-form-7 id=”676″ title=”Ebook Sign Up – Building Your Emergency Maintenance Operation Guide”]


At Latchel we take over property maintenance coordination giving property managers the time to focus on company growth.

We do this through our 3 core products:

  1. Our after hours emergency service, which ensures you are never woken up in the middle of the night for a maintenance call again;

  2. Our 24/7 emergency service, night or day, all day, every day, we’ve got you covered;

  3. Our premium service, which is an all encompassing maintenance coordination product.

Of our 1400 tenant reviews, we boast a 4.7 out of 5 stars for tenant satisfaction. Property managers who have switched to Latchel, on average, have reduced their time spent on maintenance to only 15 mins per day for every 100 units.

We improve the maintenance experience for everyone because at Latchel, we truly believe that you cannot get better by staying the same.

Follow us on social for updates and resources built for the growth of your business.

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