Completing a Service Request

Purpose

Residents should feel their Service Request has been recorded accurately. We should communicate empathy and efficiency for their situation.

Standard

Service Requests are to be completed within 24 hours.

Bellaire Multifamily users must use the Real Page Facility system. Service Requests processed through Real Page or another online system must be closed in the system after the work is completed.

There must be one Service Request per apartment per vendor. Multiple apartments and vendors cannot be included on a single Service Request.

The following information must be recorded on the Service Request:

• Date, including year

• Time initiated

• Resident’s name or name of person reporting the problem

• Resident’s apartment number

• Resident’s telephone number(s)

• Information about alarms, pets, etc.

• Description of and details about the location and nature of the problem

• Name of employee who is recording the service request

• Is permission to enter granted?

Emergency Service Requests (including mold/moisture requests) are to be given top priority. If the technician notices blood, body wastes, liquids, or bodily fluids, follow procedures in the Biohazards and Bloodborne Pathogens policy.

Task Breakdown

1. When a resident calls or comes to the office to communicate a maintenance need, complete a Service Request.

2. Bellaire Multifamily users must enter the request in the Yardi Work Order system.

3. Shoe covers must be worn before entering occupied apartments. It is recommended that latex gloves are worn when dealing with liquids or fluids.

4. The work performed must be written on all three copies (if using manual service requests) or entered into the online service request system.

5. Service Requests regarding mold/moisture are to be treated as an emergency and given 'Emergency' priority. These types of requests, along with the subsequent follow-up visits, are to be recorded on the Mold/Moisture Tracking Log.

6. Service technicians must immediately inform the Maintenance Supervisor and Property Manager of any maintenance requests that were not completed and any supplies needed to complete an assignment.

7. For work performed via Real Page Facilities, Service Technicians must indicate when the work has been completed. Supervisors and managers must leave a copy for residents indicating that the work has been completed and any follow-up is required to complete the work.

8. If additional work is required to complete a Service Request, and if another verification and preparation step is required before entering the unit, workers should verify this is performed, and if not, one Service Technician must remain onsite to continue the work.

9. Real Page will remain updated and/or complete all Service Requests in the Real Page Facilities system daily.

10. Keep residents informed of any unavoidable delays in completing Service Requests and the expected date of completion.

Notes and Materials

• Moisture/Mold Log

Bellaire Multifamily Management LLC - For Internal Use Only

Last Updated: January 2, 2026