3PM Maintenance Concierge - Complete Workflow

🔧 3PM Maintenance Concierge Process

Complete workflow from tenant call intake through task closure. Aligned with 3PM Property Management Agreement, Emergency Contractor Agreement, BC Residential Tenancy Act, and Buildium best practices.

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Process Overview
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🎯 High-Level Flow
TENANT CALLS MAINTENANCE LINE ↓ [Office Hours?] ─YES→ 3PM STAFF (604-761-0011) ─[3 rings]→ NO ANSWER │ ↓ NO MCC ↓ MCC (24/7) ↓ [MCC Logs in Buildium] ↓ [Is Emergency?] ├─YES→ DISPATCH VENDOR (MEDS automated system) │ └→ Send to Emergency Contact List │ └→ Email + SMS to PM │ └─NO→ Log Task (Normal Priority) └→ Inform Tenant: "Office will follow up" └→ 3PM Staff triages next business day
🚀 Key Differences from Standard MCC
  • Triage First: 3PM never auto-schedules vendors. Always contact tenant for details first.
  • Collect Evidence: Request photos, videos, and detailed information before vendor dispatch.
  • Self-Resolution Check: Assess if tenant can resolve (e.g., drain cleaner for clog).
  • RTA Responsibility: Determine if it's landlord or tenant repair duty per BC law.
  • Tenant Secrecy: Never tell tenant if their issue is "emergency"—only that it's logged.
📞 Communication Channels (Priority Order)
Channel Use Case Legal Record? Buildium All task updates, approvals, completion notes ✅ Official Record Email Formal communications (approvals, quotes, invoices) ✅ Legal Record Phone/WeChat/SMS Escalation only (36+ hours no response) ❌ Reference Only
1
Tenant Call Intake & Routing
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📋 What Happens

Tenant calls the maintenance line. If office hours (Mon-Fri, 8am-5pm): call rings to 3PM staff first. After 3 rings, rolls to MCC. If after hours: goes directly to MCC. MCC collects information and logs into Buildium.

🏗️ Buildium Task Creation (MCC or Staff)
Status
New
Priority
Normal (or High if MCC flags emergency)
Category
Maintenance Request
Assigned To
Property Manager or Maintenance Coordinator
Description
Tenant-reported issue (verbatim)
Share With
Staff (always), Owner (if emergency or estimated >$500)
📝 Message Template (Phase 1)
[Date Time] - MCC/Staff [Name]: Initial request logged for [Tenant Name]. Brief issue: [issue description] Source: [MCC Call / Portal / Email] Priority: [Normal/High] Staff notified. Owner notified per PMA communication policy.
⚠️ Policy Note: Do NOT create a work order yet. This is initial logging only. Tenants are NOT told if their issue is an emergency—only that it's logged and someone will follow up.
2
Staff Triage & Information Gathering
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📋 What Happens

Staff contacts tenant within 2 business hours to gather detailed information. Ask triage questions, request photos/videos, assess if emergency, determine RTA responsibility, and estimate cost.

🏗️ Buildium Task Update
Status
In Progress
Priority
High (if emergency confirmed) or Normal
Due Date
24-48 hours (vendor quote deadline)
❓ Triage Questions to Ask (& Document Answers)
  • What exactly is the problem?
  • When did it start?
  • Is it getting worse?
  • Any safety concerns? (water, electrical, gas, structural)
  • What room/area affected?
  • Appliance: Make/Model/Serial #?
  • When available for vendor access?
  • Have you tried anything to fix it?
📸 Evidence Collection (CRITICAL)
  • Photos of the issue (all angles)
  • Videos (if issue is intermittent)
  • Photos of appliance model/serial plate
  • Any warranty documentation
If tenant refuses photos: Document refusal clearly in Buildium messages.
🔄 Decision: Can Tenant Self-Resolve?
Common Self-Resolvable Issues:
  • Clogged drain (use drain cleaner, remove hair)
  • Tripped circuit breaker (reset it)
  • Garbage disposal jammed (use reset button)
  • Running toilet (adjust flapper chain)
  • Furnace not working (check thermostat batteries/filter)
  • Smoke detector chirping (replace battery)
If YES → Guide tenant, document in Buildium, close task.
⚖️ RTA Responsibility Assessment
Landlord ResponsibilityTenant Responsibility
Normal wear & tearDamage from tenant misuse
Building systems (plumbing, electrical, HVAC)Items tenant brought into unit
Structural issuesDamage by tenant's guests
Included appliancesTenant neglect/misuse

Document determination with RTA reference in Buildium messages.

📝 Message Template (Phase 2)
[Date Time] - Staff [Name]: Contacted tenant for triage. TRIAGE SUMMARY: - Problem: [description] - When: [timeline] - Safety Risk: [Yes/No, details] - Photos: [Received/Refused] - Availability: [days/times] ASSESSMENT: - Emergency: Yes/No - RTA Responsibility: Landlord/Tenant - Estimated Cost: $[range] - Next Action: [Request quotes / Guide self-resolution / Other]
3
Vendor Quote Request
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📋 What Happens

Contact 2-3 approved vendors from Buildium list. Send all evidence and request detailed written quotes. Set 24-48 hour deadline.

🏗️ Buildium Task Update
Status
In Progress - Awaiting Quotes
Collaborators
Add all vendors contacted
📋 Quote Requirements (Each Vendor)
  • Detailed scope of work
  • Materials list + costs
  • Labour costs
  • GST (5%)
  • Timeline for completion
  • Warranty terms
⚠️ SKIP THIS PHASE if Emergency <$500: Go directly to approval/dispatch (Phase 4).
📝 Message Template (Phase 3)
[Date Time] - Staff [Name]: Quotes requested from vendors. VENDORS CONTACTED: 1. [Vendor Name] - [Phone] - [Email] - Requested [Date] 2. [Vendor Name] - [Phone] - [Email] - Requested [Date] 3. [Vendor Name] - [Phone] - [Email] - Requested [Date] INFO PROVIDED: - All tenant photos/videos - Appliance model/serial # - Tenant availability - Scope details - Quote deadline: [date] STATUS: Awaiting responses.
4
Owner Approval Decision ($500 Threshold)
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📋 What Happens

Compare vendor quotes and select best option. Determine approval pathway based on $500 threshold and emergency status.

💰 The $500 Threshold Decision Matrix
ScenarioCostEmergency?Action Required
Non-Emerg <$500< $500NoNotify Owner (72 hrs)
No approval needed. If no response → proceed per PMA.
Non-Emerg ≥$500≥ $500NoGET WRITTEN APPROVAL
24 hr response required. Escalate at 36 hrs.
Emerg <$500< $500YesDISPATCH IMMEDIATELY
No approval needed. Notify owner after.
Emerg ≥$500≥ $500YesSTOP-LOSS PROTOCOL
Attempt live approval. If unreachable → proceed, invoice owner.
🏗️ Buildium Task Update
Status
Pending Approval (if waiting) or Approved
Due Date
Set based on scenario (see matrix above)
📝 Message Template - Scenario A (Non-Emergency <$500)
[Date Time] - Staff [Name]: Quotes received. QUOTES RECEIVED: 1. [Vendor] - $[amount] 2. [Vendor] - $[amount] 3. [Vendor] - $[amount] RECOMMENDATION: [Vendor Name] - $[total] REASON: [Best price/quality/warranty] APPROVAL: Non-emergency <$500 Owner notified via Buildium + Email (Clause 11 PMA) Owner has 72 HOURS to respond. If no response → will proceed with recommended vendor. Owner notification: [Date Time] Deadline: [Date Time + 72 hrs]
📝 Message Template - Scenario B (Non-Emergency ≥$500)
[Date Time] - Staff [Name]: Quotes received - OWNER APPROVAL REQUIRED. [Same quote details] APPROVAL REQUIRED: Repair cost ≥$500 Owner MUST reply "APPROVED" or select vendor within 24 HOURS. Contact methods: - Buildium: [Date Time] - Email: [Date Time] ESCALATION TIMELINE: 36 hrs: Phone + WeChat if no response 48 hrs: Escalate to Senior PM If RTA-urgent + unreachable: STOP-LOSS proceed, notify owner
📝 Message Template - Scenario C (Emergency <$500)
[Date Time] - Staff [Name]: EMERGENCY <$500 - Proceeding immediately. ISSUE: [emergency details] VENDOR DISPATCHED: [Name] COST: $[amount] (Emergency authority <$500 per Agreement) Owner notified via Buildium + Email (information only). Emergency action taken per Emergency Contractor Agreement.
📝 Message Template - Scenario D (Emergency ≥$500)
[Date Time] - Staff [Name]: EMERGENCY ≥$500 - Stop-Loss Protocol. ISSUE: [emergency details] COST: $[amount] OWNER CONTACT ATTEMPTS: 1. Phone: [Time] - [Result] 2. Email: [Time] - Sent 3. WeChat: [Time] - [Result] Cannot reach owner. PROCEEDING with stop-loss to prevent further damage per PMA. Owner will be invoiced. Details + code sent to owner now. Decision: PROCEEDING
CRITICAL: "APPROVED" in email = legal approval. Save copy in Buildium attachments. Never proceed ≥$500 non-emergency without written approval.
5
Work Order Creation & Dispatch
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📋 What Happens

After approval, create Buildium Work Order. Link to task, assign vendor, provide all details. Schedule with tenant (24-hour RTA notice). Notify owner within 2 hours.

🏗️ Create Buildium Work Order
Linked Task
Parent maintenance task ID
Assigned Vendor
Approved vendor name
Scope of Work
Detailed description from approved quote
Approved Cost
$ amount + GST (5%)
Scheduled Date/Time
Confirmed with tenant (must be ≥24 hours from now per RTA)
Access Instructions
Entry method, pet info, alarm codes, entry times
⚖️ RTA 24-Hour Notice Requirement
Mandatory: Tenant must receive written 24-hour notice before vendor entry, unless it's an emergency or tenant waives. Document notice sent in Buildium.
🔔 Dispatch Notifications (Within 2 Hours)
  • Owner notification: Buildium task + Email with dispatch confirmation
  • Tenant confirmation: Buildium message with scheduled date/time/vendor ETA
  • Vendor: Work order with all details, access instructions, tenant phone
📝 Message Template (Phase 5)
[Date Time] - Staff [Name]: Work Order created and vendor dispatched. VENDOR: [Name] SCHEDULED: [Date] at [Time] COST: $[amount] (approved) SCOPE: [Brief description] RTA 24-HOUR NOTICE: Sent to tenant [Date Time] Access: [Entry method, any special instructions] Owner notified. Tenant confirmed. Vendor will contact tenant 24 hours before arrival.
6
Work Completion & Verification
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📋 What Happens

Vendor completes work, uploads documentation to Buildium. Staff verifies quality and completeness. Contact tenant for satisfaction confirmation.

📎 Vendor Required Documentation (Upload to Buildium)
  • Before photos (all affected areas)
  • After photos (completed work)
  • Completion report (work performed, materials, issues found)
  • Invoice (matching approved quote)
  • Warranty documentation (if applicable)
✅ Staff Verification Checklist
  • All required photos uploaded
  • Invoice matches approved quote (flag discrepancies)
  • Scope completed per work order
  • Quality acceptable
  • Area cleaned up
😊 Tenant Satisfaction Confirmation

Contact tenant within 48 hours:

  • Is the issue completely resolved?
  • Are you satisfied with the quality?
  • Did vendor clean up?
  • Was vendor professional?
  • Any remaining concerns?
If issues reported: Do NOT close task. Reassign to vendor for correction.
📝 Message Template (Phase 6)
[Date Time] - Staff [Name]: Work verified and tenant satisfied. VENDOR: [Name] COMPLETION DATE: [Date] INVOICE: $[amount] (matches approved quote) VERIFICATION: ☑ Photos before/after received ☑ Scope completed ☑ Quality acceptable ☑ Cleanup done TENANT SATISFACTION: ☑ Issue resolved ☑ Satisfied with work ☑ Vendor professional Status: Verified. Ready for payment and closure. Forwarding to Accounting.
7
Accounting & Payment
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📋 What Happens

Assign task to Accounting. Accounting verifies invoice matches quote, processes payment within 7 days, and reconciles to owner account.

🏗️ Buildium Task Update
Status
Pending Accounting
Assigned To
Accounting Department
💰 Accounting Verification
  • Invoice matches approved quote (no unapproved additions)
  • GST calculated correctly (5%)
  • Vendor banking info on file
  • Work order reference included on invoice
💳 Payment Processing (Within 7 Days)
  • Create Buildium Bill
  • Issue payment (EFT preferred, cheque if necessary)
  • Confirm vendor received payment
  • Reconcile expense to owner account in Buildium
📝 Message Template (Phase 7)
[Date Time] - Accounting: Invoice processed and payment issued. VENDOR: [Name] INVOICE #: [Number] AMOUNT: $[amount] PAYMENT METHOD: [EFT/Cheque] PAYMENT DATE: [Date] Reconciled to Owner: [Name] Work Order Reference: [ID] Task ready for closure.
8
Task Closure & Archival
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📋 What Happens

Verify all required documentation is complete. Confirm compliance with PMA, Emergency Agreement, and RTA. Close task and archive per 7-year record retention policy.

✅ Final Closure Checklist
  • Documentation: Task named correctly, all attachments uploaded, property & unit linked
  • Approvals: Owner approval attached (if required), $500 threshold rule followed
  • Completion: Vendor report received, invoice paid, tenant satisfied
  • Compliance: PMA repair authority followed, communication policy met, RTA notice given, Emergency Agreement (if applicable) honored
    • 🏗️ Buildium Task Final Update
    Status
    Completed
    Resolution Notes
    Summary of issue, resolution, cost, and closure date
    📝 Final Message Template (Phase 8)
    [Date Time] - PM: Task completed and closed. ISSUE: [Original issue description] VENDOR: [Name] COMPLETION DATE: [Date] TOTAL COST: $[amount] OWNER NOTIFIED: [Date] COMPLIANCE CHECK: ✓ PMA Clause [#] followed ✓ Emergency Agreement [Y/N] honored ✓ RTA 24-hour notice given [Y/N] ✓ $500 threshold rule applied correctly ✓ Owner approval obtained [if required] ✓ All documents attached ARCHIVAL: 7-year retention policy Task Status: CLOSED
    📋 Record Retention: All task documentation retained per BC business record retention (7 years minimum). Buildium is official record. Attach all critical emails, approvals, invoices, and photos.
    📋
    3PM Company Policies & Rules
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    ⚖️ Property Management Agreement (PMA) Key Clauses

    Repair Authority (Clause 11):

    • 3PM can approve repairs <$500 without owner approval (notify only)
    • Repairs ≥$500 require written owner approval
    • Emergency repairs <$500 can proceed without approval (inform owner after)

    Communication Policy:

    • Buildium = official record (all updates logged)
    • Email = legal record (approvals, quotes, decisions)
    • Text/WeChat/Phone = escalation only

    Response Times:

    • Initial acknowledgment: 2 business hours
    • Owner approval (<$500 non-emergency): 72 hours
    • Owner approval (≥$500): 24 hours (escalate at 36 hours)
    • Dispatch notification to owner: Within 2 hours
    • Vendor payment: Within 7 days of invoice
    🚨 Emergency Contractor Agreement Key Rules
    • Emergency work <$500: Proceed immediately, no approval needed
    • Emergency work ≥$500: Attempt live owner approval; if unreachable, proceed with stop-loss to prevent damage
    • All vendors must respond to automated MEDS calls (3 attempts max)
    • Unauthorized work not compensated
    • Vendors must maintain $2M liability insurance
    • All work must be in writing (work order required)
    ⚖️ BC Residential Tenancy Act (RTA) Obligations
    • Landlord must provide 24-hour written notice before entry (unless emergency or tenant waives)
    • Landlord responsible for repair of: building systems, structural issues, normal wear & tear
    • Tenant responsible for: damage from misuse, items they brought in, negligence
    • Repair timeline: "reasonable" time (typically 7-14 days for non-emergency)
    • Emergency issues (no heat, water, fire hazard) may require <24 hour response
    🔐 Tenant Communication Policy
    CRITICAL: Tenants are NEVER told whether their issue is classified as an "emergency." Only inform them: "Your call has been logged and someone from our office will follow up."
    • Always acknowledge receipt within 2 hours (Buildium message or phone call)
    • Provide realistic ETA for vendor contact
    • Confirm RTA 24-hour notice before vendor entry
    • Update tenant if delays occur
    • Confirm satisfaction after completion
    🎯 MCC Integration Rules
    • MCC logs all calls into Buildium as tasks (not work orders yet)
    • MCC Emergency Dispatch (MEDS) system handles after-hours emergency dispatch
    • MCC creates HIGH priority tasks for emergencies, NORMAL for non-emergencies
    • Emails sent to PM upon task creation and upon vendor acceptance
    • SMS/text sent to emergency vendor list with auto-call + accept link
    • 3PM staff must triage non-emergencies before vendor dispatch (no auto-schedule)
    💰
    $500 Threshold - Complete Decision Guide
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    🎯 Why $500 Matters

    The $500 threshold determines whether owner approval is required before work begins. This is set by the 3PM Property Management Agreement and Emergency Contractor Agreement. All decisions flow from this single number.

    📊 The Four Scenarios (Full Reference)
    Scenario A Non-Emergency <$500
    DetailValue
    Approval Required?NO — Notify owner only
    Owner Response Window72 hours (can proceed if no response)
    Who Decides Vendor?3PM (after triage & quotes)
    Communication MethodBuildium + Email
    Legal BasisPMA Clause 11 (repair authority)
    Scenario B Non-Emergency ≥$500
    DetailValue
    Approval Required?YES — Written approval MANDATORY
    Owner Response Window24 hours (escalate at 36 hrs, escalate to Senior PM at 48 hrs)
    Escalation if No ResponseCall + WeChat/WhatsApp → Senior PM → Stop-loss (if RTA-urgent)
    Communication MethodBuildium + Email (email required), then Phone, then social media
    Valid Approval?Email "APPROVED" or "Yes" = legal binding approval. Save screenshot in attachments.
    Never Proceed If:Owner has not replied "APPROVED"—NO EXCEPTIONS
    Scenario C Emergency <$500
    DetailValue
    Approval Required?NO — Proceed immediately per Emergency Contractor Agreement
    Who Dispatches?MCC MEDS system (automated) OR 3PM staff (if after hours non-MCC)
    Owner NotificationAFTER work dispatched (information only, not approval request)
    Cost ResponsibilityCan be tenant or landlord (determine RTA responsibility later)
    Legal BasisEmergency Contractor Agreement Section 5
    Scenario D Emergency ≥$500 (Stop-Loss Protocol)
    DetailValue
    Approval Required?ATTEMPT live approval, but NOT required if unreachable
    Contact Attempt MethodPhone → Email (simultaneous) → WeChat/SMS (if needed)
    If Owner UnreachablePROCEED with work to prevent further damage (stop-loss protocol)
    Document EverythingAll contact attempts with times, reasons for stop-loss decision
    Invoice OwnerOwner billed for stop-loss work per PMA emergency clause
    Legal BasisPMA emergency provision + Emergency Contractor Agreement
    🚨 Emergency Type Triggers (Auto ≥$500 Stop-Loss)

    These issues automatically justify stop-loss protocol even if ≥$500:

    • Active flooding / water damage — Stop water source immediately
    • Structural danger — Collapse risk, falling debris
    • No heat — Below freezing temperature threatens pipes/life safety
    • Fire hazard — Electrical fire risk, gas leak
    • Sewage backup — Health hazard, biohazard
    • Elevator entrapment — Person trapped
    📋 Decision Flow Diagram
    MAINTENANCE ISSUE IDENTIFIED ↓ [Is it Emergency?] ├─NO (Non-Emergency) │ ↓ │ [Cost estimated from quotes?] │ ├─<$500 │ │ └→ SCENARIO A: Notify owner (72 hrs) → Proceed if no response │ │ │ └─≥$500 │ └→ SCENARIO B: Request written approval (24 hrs, escalate at 36 hrs) │ └→ Never proceed without "APPROVED" in writing │ └─YES (Emergency) ├─<$500 │ └→ SCENARIO C: DISPATCH IMMEDIATELY (no approval needed) │ └→ Notify owner after dispatch │ └─≥$500 └→ SCENARIO D: ATTEMPT live owner approval (phone + email) ├─Owner replies APPROVED → Proceed ├─Owner declines → Cancel work, document └─Owner unreachable → STOP-LOSS PROTOCOL → Proceed to prevent damage
    📝 Quick Reference Template: When in Doubt
    DECISION CHECKLIST: 1. Is this an emergency? [Yes/No] 2. What's the estimated cost? $[amount] 3. Owner in contact? [Yes/No/Unreachable] 4. Time-sensitive? [Yes/No] IF SCENARIO A (<$500, Non-Emerg): → Notify owner, wait 72 hrs, proceed if silent IF SCENARIO B (≥$500, Non-Emerg): → Get written approval (24 hrs) → NEVER proceed without it IF SCENARIO C (<$500, Emerg): → DISPATCH IMMEDIATELY → Notify owner after IF SCENARIO D (≥$500, Emerg): → Call + Email owner → If unreachable → PROCEED (stop-loss) → Document all attempts