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Toolkit for Developing and Operating Supportive Housing
Maintaining the Physical Plant
When a building and its systems are functioning optimally, it may seem effortless – the lobby and hallways are freshly painted, the floors shine, the temperature is comfortable, and any problems that arise are addressed promptly. However, behind the scenes in such buildings is a highly deliberate system of janitorial and maintenance procedures, schedules, inspections, and periodic updates and replacements as well as an adequate budget to support appropriate staffing, materials and supplies.
The absence of such minute attention to maintenance quickly becomes apparent, and also becomes a source of major dissatisfaction on the part of residents. Deferred maintenance – postponement of upgrades or repairs to building equipment or systems – results in their premature deterioration, causing major inconvenience to tenants and necessitating expensive stop-gap emergency repairs. Failure to implement a regular system of cleaning and pest control can result in citation by the Department of Health. Tenants may also file for rent reductions if a service or amenity specified in their lease (or required by law) is not provided.
This section of the Toolkit is intended to assist housing providers as they consider the maintenance and janitorial part of their property management plans. By no means exhaustive, this set of tools provides a sampling of the types of maintenance procedures providers will want to address, accompanied in some cases by sample forms.
Tools for Maintaining the Physical Plant:
Key Training Issues for Maintenance and Janitorial Staff: This informational piece discusses the ways in which maintenance and janitorial work in supportive housing is different, and the training that may need to be provided.
Tips for Creating a Safe Living Environment: Both staff and tenants play important roles in creating a safe living environment within supportive housing projects. This documents contains tips for both staff and tenants to consider.
Universal Precaution Guidelines: This document provides an overview of precautions to minimize the transmission of illnesses such as HIV and hepatitis B and C. The guidelines are designed to prevent people from having direct contact with blood and other fluids, including semen, vaginal fluid, breast milk, and amniotic fluid.
Housing Quality Standards Checklist: This inspection checklist is based on the Housing Quality Standards prescribed by HUD to ensure habitability in all HUD-funded projects.
Key Control and Entering Tenants’ Units: This document provides guidance regarding the safe-keeping of building keys and regulations regarding entry into tenants’ units.
Routine and Non-Routine Maintenance and Sample Notices: This document provides suggestions for protocols related to the handling of maintenance complaints by tenants and distinguishing routine repair issues from emergencies. This document also contains sample forms for when tenants will be charged for maintenance repairs and for notifying a tenant that unsanitary conditions have been noted in his or her unit.
Pest Control and Bedbug Eradication: This document contains suggestions for establishing a pest control rounds protocol that gives appropriate notice to tenants and respects their rights to privacy, and includes sample policy, protocol , and notice to tenants regarding bed =bug eradication efforts.
Unit Turnover Protocol: This informational piece provides suggestions for protocols related to tenant move out and preparation for the next tenant, including unit inspection and a sample Move-Out Data Sheet for documenting the condition of a vacated unit upon move-out.
Damage Beyond Normal Wear and Tear at Move-Out: This informational piece helps staff distinguish between intentional damage and the gradual wear caused by normal tenant use, and how to establish standards for both, in order to avoid disputes.
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