After-Hours Maintenance: Policies That Protect Your Sanity
For many property managers, the sound of a text notification after 6:00 PM triggers a shot of adrenaline. Is it a noise complaint? A burst pipe? Or just a tenant asking about their lease renewal?
If you don't have a clear after-hours policy, your work never truly ends. Protecting your sanity requires setting firm boundaries while ensuring that true emergencies are still handled.
The Cost of the "Always On" Mentality
Burnout in property management is exceptionally high, and "after-hours anxiety" is the primary cause. When you're always on call:
- Your decision-making suffers: A tired manager is more likely to make a $500 mistake.
- Your personal life disappears: Dinners, sleep, and weekends are constantly interrupted.
- Your team quits: High-quality employees won't stay in a role that requires 24/7 availability without a system.
Designing Your After-Hours Policy
1. Define "After-Hours"
Clearly state your business hours (e.g., 9:00 AM – 5:00 PM, Monday through Friday). Anything outside of this is "after-hours."
2. Establish an Emergency-Only Rule
Explicitly state that after-hours support is for Life Safety and Active Property Damage only. (See our Emergency vs Routine guide for more specifics).
List examples of what counts:
- Gas leaks
- Major flooding
- Fire
- Total loss of heat in winter
And list what does not count:
- Lockouts (call a locksmith)
- No hot water (wait until morning)
- Broken appliances
- Running toilets
3. Use an Automated Gatekeeper
Do not give tenants your personal cell phone number. Use a dedicated maintenance line or a triage system that filters requests before they reach a human.
4. Set Response Expectations
Tell tenants exactly what will happen if they submit a non-emergency request at 8:00 PM: "Your request will be logged immediately and reviewed by our team during business hours tomorrow morning."
The "Shift" Mentality
If you have a team, implement a rotating on-call schedule. No one should be on call for more than one week at a time. If you're a solo operator, consider a virtual assistant or a software-based triage tool to handle the initial screening.
Reclaiming Your Evenings
A professional policy isn't "rude" to tenants; it's a sign of a well-run business. Tenants actually prefer clear rules over a manager who is too stressed to respond effectively.
OpsPilot Note: OpsPilot acts as your 24/7 digital gatekeeper. It reads every after-hours email and only alerts you if it detects a Severity 5 emergency. Everything else is triaged and waiting for you in the morning, so you can actually enjoy your evening.