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

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