Homestruk Maintenance Triage

Triage tenant maintenance requests by severity, assign priority, identify the right contractor type, estimate costs, and generate work orders. Use when a tenant reports a maintenance issue, when reviewing open work orders, or when assessing property condition. Follows Massachusetts habitability requirements (105 CMR 410).

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/

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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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