Maintenance

What is an emergency?

• No Water
• Loss of Heat
• Loss of AC
• Water Leak
• Gas Leak
• Flooding
• Service Outage

Please fill out the Maintenance Request form above for all maintenance requests or call the office at 417-678-5437. If you have an emergency, you will be directed to our after-hours emergency maintenance line. Thank you.

Aurora Housing Authority

Maintenance policy 

The Maintenance Division of AHA is responsible for managing the maintenance function in the most cost-effective manner possible while maximizing the useful life of Agency properties and providing the best service to Agency residents.  AHA is a small agency responsible for 64 units. Due to the size, the Maintenance Supervisor is a working supervisor. The following policy statements are designed to establish the structure of an effective and efficient maintenance system.

1.0         COMPONENTS OF A MAINTENANCE SYSTEM

AHA maintenance system shall include certain components:

A.   A system of priorities for work requests;

B.   Comprehensive working procedures;

C.  Performance goals;

D.  A work order system;

E.   A skills training program; and

F.   A long-range planning system.

By developing a maintenance system that has these components in place, AHA will have the tools it needs to control the performance of maintenance work at AHA.

1.1      PRIORITY SYSTEM

The work priorities adopted by AHA exemplify its philosophy of delivering maintenance services.  This priority system ensures that the most important maintenance work is done at a time it can be performed most cost-effectively.  Minimizing vacancy loss is part of the cost-effectiveness calculation.  The maintenance priorities of AHA are the following:

A.   Emergencies

B.   Scheduled Operations and Services

C.  Vacancy Preparation

D.  Resident Work Order Requests

Placing planned maintenance and vacancy preparation work ahead of resident work requests does not indicate the resident requests are unimportant.  It does emphasize the importance of maintaining control of the maintenance work by performing scheduled routine and preventive work first.  By doing this, AHA will decrease the number of work orders and maintain the property in a manner which will keep and attract good tenants.

1.2      DEVELOP PROCEDURES

The Maintenance Supervisor will ensure that there are sufficient clear procedures in place to allow staff to implement this maintenance policy statement. All procedures will include the following:

A.   A statement of purpose;

B.   The job title(s) and job description(s) of the staff member(s) responsible for carrying out the activities in the procedure;

C.  Any forms needed to carry out the activities; and

D.  The frequency of any specified activities.

After their adoption, maintenance procedures will be reviewed and/or updated at least annually. This will be done by every FYE Sept 30th

1.3        DEVELOP PERFORMANCE STANDARDS AND GOALS

The Maintenance Supervisor will follow the lease requirements and inspection form. Inspections are required at both move in and out as well as upon yearly re-exam. Informal inspections will be done monthly during pest control visits, which will allow the effectiveness of maintenance systems and activities to be evaluated. In establishing these standards, the Housing Agency will take into consideration certain factors:

A.   Local housing codes;

B.   HUD Housing Quality Standards and Uniform Physical Conditions Standards (UPCS)

C.  Public Housing Assessment System (PHAS) standards;

D.  AHA job descriptions.

Nothing in the documents listed above will prevent AHA from setting a standard that is higher than that contained in the documents.

These standards and goals will be used to evaluate current operations and performance and to develop strategies to improve performance and meet the standards that have been set.

1.4      WORK ORDER SYSTEM

AHA shall have a comprehensive work order system that includes all work request information: source of work, description of work, priority, days to complete, and hours to perform.  This information is required for AHA to plan for the delivery of maintenance services as well as evaluate performance.  To obtain the greatest effectiveness from the work order system, all work requests and activities performed by maintenance staff must be recorded on work orders.

Work orders will contain, at a minimum, the following information:

A.   Source of request (planned, inspection, resident, etc.)

B.   Priority assigned

C.  Location of work

D.  Date and time received

E.   Date and time assigned

F.   Worker(s) assigned

G.  Description of work requested

H.  Description of work performed

I.     Actual time to complete

J.    Materials used to complete work if tenant charge

K.   Resident charge

L.   Quality Control- E.D will sign off when work completed

1.5    TRAINING

In order to allow its staff members to perform to the best of their abilities, AHA recognizes the importance of providing the staff with opportunities to refine technical skills, increase and expand craft skills, and learn new procedures.

1.6     LONG-RANGE PLANNING

AHA will put in place a long-range maintenance planning capability in order to ensure the most cost-effective use of Agency resources and the maximum useful life of Agency properties.

The Maintenance Staff along with the Executive Director will meet at FYE every year to discuss current policy and make necessary changes.

2.0      MAINTAINING THE PROPERTY

All maintenance work performed at AHA properties can be categorized by the source of the work.  Each piece of work originates from a particular source - an emergency, the routine maintenance schedule, the preventive maintenance schedule, a unit inspection, a unit turnover, or a resident request.

2.1         RESPONDING TO EMERGENCIES

Emergencies are the highest priority source of work. AHA will consider a work item to be an emergency if the following occur:

A.   The situation constitutes a serious threat to the life, safety or health of residents or staff; or

B.   The situation will cause serious damage to the property structure or systems if not repaired within twenty-four (24) hours.

If a staff member is unsure whether or not a situation is an emergency, he or she will consult with his or her supervisor.  If a supervisor is not available, the employee will use his or her best judgment to make the decision.

For emergencies that occur after regular working hours, AHA shall have a twenty‑four (24) emergency response system in place.  This response system includes the designation of a maintenance employee in charge for each day as well as a list of qualified pre-approved contractors, open purchase orders for obtaining required supplies or equipment, and access to Agency materials and supplies.  The designated employee shall prepare a work order and report on any emergency within twenty-four hours after abatement of the emergency.

2.2      PREPARE VACANT UNITS FOR REOCCUPANCY

It is the policy of AHA to reoccupy vacant units as soon as possible.  This policy allows AHA to maximize the income produced by its properties and operate attractive and safe properties.

The Maintenance Supervisor will work to try to maintain all units for faster turn-around when vacated. For units where notice is given, maintenance will go in to determine what supplies will be needed as well as if the unit will need any major repairs. In doing this early, major supplies can be ordered ahead of move out to be ready upon vacancy, ensuring an average turn-around time of ten to fifteen (10-15) calendar days or less.  Maintenance Supervisor will:

A.   Forecast unit preparation needs based on condition of unit, workload, arrival time of materials needed if any.

B.   Estimate both the number of units to be prepared and the amount of time it will take to prepare them, notify Program Staff of projected ready date; and

C.  Control work assignments to ensure prompt completion.

The maintenance procedure for reoccupying vacant units relies on the prompt notification by Staff of the vacancy, fast and accurate inspection of the unit, ready availability of workers and materials, and good communication with those responsible for leasing the unit.

The Maintenance Supervisor has the ability to create special teams for vacancy turnaround or to hire contractors when that is required to maintain Agency goals.

2.3   PREVENTATIVE MAINTENANCE PROGRAM

Preventive maintenance is part of the planned or scheduled maintenance program of AHA.  The purpose of the scheduled maintenance program is to allow the Agency to anticipate maintenance requirements and make sure aHA can address them in the most cost-effective manner.  The preventive maintenance program focuses on the major systems that keep the properties operating.  These systems include heating and air conditioning, electrical, life safety and plumbing.

A.   General Operating Systems

The heart of any preventive maintenance program is a schedule that calls for the regular servicing of all systems.  The development of this schedule begins with the identification of each system or item that must be checked and serviced, the date it must be serviced, and the individual responsible for the work.  The servicing intervals and tasks for each system must be included in the schedule.  The completion of all required tasks is considered a high priority for AHA.

The systems covered by the preventive maintenance program include but are not limited to:

1.   Emergency exit lighting - monthly

2.   Apartment Exhaust fans - annual inspection

3.   Preventative Extermination- Each complex Bi-Monthly, (unless issues arise)

4.   Furnace Filters- Every 3 months/Aloha, 2 months/Oak Ridge

5.   Fire extinguishers and other life safety systems – physical monthly/ Contracted annually

6.   Mechanical Rooms – once a week

7.   Mechanical equipment – once a month

8.   Vehicles – serviced every 3,000-4,000 miles

9.   Aloha Hot Water Heater– Flush out every 3 months

10. Clean Debris on Aloha roof and gutter – Monthly

11. Check all outside water spigots for garden hoses before 1^st frost. -Every Fall

An Annual Systems and Maintenance Plan shall include a list of the scheduled service maintenance for each system and the frequency and interval at which that service must be performed.

B.   Roof Repairs/ Replacement

Maintenance of roofs requires regular inspections by AHA staff to ensure there is clear gutters, prompt discovery of any deficiencies, and to make repairs in a timely manner.

C.  Vehicle/Equipment Maintenance

 AHA will protect the investment it has made in vehicles and other motorized equipment by regularly maintaining.  The vehicles and equipment to be regularly maintained shall include:

1.   Pickup truck

2.   Leaf blowers

3.   Power Washer

The Maintenance Supervisor is responsible for the development of this plan which shall contain components for minimal routine service as well as servicing for seasonal use.  Serviceable components for each vehicle or piece of motorized equipment will be listed in the plan along with the type and frequency of service required.

The Maintenance Supervisor shall also maintain a system to ensure that any employee that operates a vehicle or piece of motorized equipment has the required license or certification.

D.  Lead-Based Paint

AHA is committed to controlling lead-based paint hazards in all its dwellings. All Oak Ridge and Aloha units have been tested and certified “Lead Hazard Free.”  Also, all units managed by AHA have been tested and certified “Lead Hazard Free.” 

E.   Life Safety Systems

 AHA shall have a comprehensive program for maintenance of life safety systems to ensure that they will be fully functional in the case of an emergency.  The Maintenance Supervisor will check and test the follow systems as listed below:

1.   10-year replacement Smoke Alarms and CO Detectors (yearly inspections)

2.   Fire extinguishers (under yearly contract)

3.   Emergency lighting (every 6 months)

4.   Aloha Call to aid lights (every 6 months)

5.   On call/entry doors (daily)

6.   Security video system. (daily)

The Annual Maintenance Plan will include the required testing and servicing as required by manufacturer’s recommendations.  It will also include a determination of the most reliable and cost-effective way to perform the work including the decision to hire a contractor.

2.4         INSPECTION PROGRAM

AHA's goals of efficiency and cost-effectiveness are achieved through a carefully designed and rigorously implemented inspection program.  This program calls for the inspection of all areas of the Agency’s facilities -- the dwelling units, the grounds and building exteriors, and major service systems.

A.  Dwelling Unit Inspections

The unit inspection system of AHA has two primary goals:

1.   To assure that all dwelling units comply with standards set by HUD and local codes; and

2.   To assure that the staff of AHA knows at all times the condition of each unit for which it is responsible.

The achievement of these goals may require more than the annual HUD required inspection.  The Maintenance Supervisor is responsible for developing a unit inspection program that schedules inspections at the frequency required.

For all non-emergency inspections, the Resident shall be given at least two (2) days written notice of the inspection.

The maintenance staff shall perform the unit inspection program of AHA.  Any work items noted at the time of the inspection will be documented on AHA inspection form.  Work items shall be converted to a work order within twenty-four (24) hours of the completion of the inspection.

All maintenance staff is responsible for monitoring the condition of dwelling units.  Whenever a maintenance staff member enters a dwelling unit for any purpose, such as completing a resident request for service or accompanying a contractor, he or she shall make a note of any required work he or she sees while in the unit.  These work items shall also be converted to a work order within twenty-four (24) hours of discovery.

B.  Building and Grounds Inspections

Regular inspections of the property grounds and building exteriors are required to maintain the curb appeal of the property.  This curb appeal is required to maintain the attractiveness of the property for both current and prospective residents.  The inspection procedure will specify the desired condition of the areas to be inspected.  This defined condition will include any HUD or locally required standards.  The existence of these standards shall not prevent AHA from setting a higher standard that will make the property more competitive in the local market.

Building and grounds inspections must cover these areas:

1.   Hallways

2.   Common Areas

3.   Laundry facilities

4.   Lobbies

5.   Common entries

6.   Grounds

7.   Porches or patios

8.   Parking lots

9.   Sidewalks and fences

10. Lawns, shrubs and trees

11. Trash compactors or collection areas

12. Building foundations

13. Building Exteriors (Roofs, gutters, downspouts, Window trim, Electrical units etc)

For common areas and any additional building exteriors and grounds, any deficiencies will be addressed in the comment box of page 8 of AHA inspection sheet (HUD Form 52580) or can be attached to inspection sheet if more room is needed.  The staff member responsible for the inspection shall note all deficiencies on the form and ensure that these deficiencies are recorded on work order within twenty-four hours of the inspection.

Nothing in this policy shall prevent any AHA staff member from reporting any needed work that they see in the regular course of their daily activities.  Such work items shall be reported on completion of an Incident Report and given to the Executive Director, or a Work Order Request given to the Front Office.

C.  Systems Inspections

The regular inspection of all major systems is fundamental to a sound maintenance program.  The major systems inspection program overlaps with the preventive maintenance program in some areas.  To the extent that inspections, in addition to those required for scheduled service intervals, are needed, they will be a part of the inspection schedule.  Any work items identified during an inspection shall be converted to a work order within twenty-four hours.

2.5      SCHEDULED ROUTINE MAINTENANCE

AHA includes in this work category all tasks that can be anticipated and put on a regular timetable for completion.  Most of these routine tasks are those that contribute to the curb appeal and marketability of the property.

A.  Pest Control/Extermination

AHA will make all efforts to provide a healthy and pest-free environment for its residents.  The Agency will determine which, if any, pests infest its properties and will then provide the best possible treatment for the eradication of those pests.

The Maintenance Supervisor will determine the most cost-effective way of delivering the treatments -- whether by contractor or licensed Agency personnel.

The extermination plan will begin with an analysis of the current condition at each property as needed.  The Maintenance Supervisor shall make sure that an adequate schedule for treatment is developed to address any existing infestation.  Special attention shall be paid to cockroaches.

Resident cooperation with the extermination plan is essential.  All apartments in a building must be treated for the plan to be effective.  All residents will be informed twenty-four hours before treatment.

B.  Landscaping and Grounds

AHA will prepare a routine maintenance schedule for the maintenance of the landscaping and grounds of its properties [MAE1] [VK2] [VK3] that will ensure their continuing attractiveness and marketability.

Routine grounds maintenance includes numerous activities:

1.   Litter control- (daily)

2.   Lawn care- (weekly)

3.   Maintenance of driveways, sidewalks and parking lots (yearly)

4.   Care of flower and shrubbery beds and trees (when needed)

5.   Maintenance of picnic tables, benches and fences (monthly)

6.   Snow/Ice removal (when required by climate)

C.  Building Exteriors and Interior Common Areas

The appearance of the outside of Agency buildings as well as their interior common areas is important to their marketability.  Therefore, AHA checks and maintains the following areas weekly

1.   Lobbies

2.   Hallways

3.   Public restrooms

4.   Lighting fixtures

5.   Common rooms and community spaces

6.   Exterior porches and railings

7.   Building walls

8.   Windows

D.  Interior Painting

The appearance and condition of the paint within each unit is important to unit condition and resident satisfaction.  AHA Maintenance staff check for issues regularly at both annual inspections and per each move out.

As part of this plan painting standards will be developed that include:

1.   Surface preparation

2.   Protection of non-painted surfaces

3.   Color and finish

4.   AHA will supply our painters with quality paint and supplies

   [MAE1]Attach a copy of this schedule when you submit this document or place the timeframes withing this section.

 [VK2]On the sidewalks& driveways I didn’t know what to put as it is in our 5 year plan?

 [VK3]

2.6      RESIDENT REQUEST FOR SERVICE

Resident generated work requests are non-emergency calls made by residents seeking maintenance service.  These requests for service cannot be planned in advance or responded to before the resident calls.

It is the policy of AHA to complete these work requests within seven (7) days.

3.0      CONTRACTING FOR SERVICES

AHA will contract for maintenance services when it is in the best interests of AHA to do so.  When the employees of the Agency have the time and skills to perform the work at hand, they will be the first choice to perform a given task.  When the employees of aHA have the skills to do the work required, but there is more work than there is time available to complete it, aHA will determine whether it is more cost effective to use a contractor to complete the work.  If aHA staff does not have the skills to complete the work, a contractor will be chosen.  In the last instance, the Agency will decide whether it will be cost effective to train a staff member to complete the work.

Once the decision has been made to hire a contractor, the process set out in aHA Procurement Policy will be used. These procedures vary depending on the expected dollar amount of the contract.  The Maintenance Supervisor will work with the Executive Director to facilitate the contract award.  The Director will be responsible for the contribution of the Maintenance Department to this process.  The most important aspect of the bid documents will be the specifications or statement of work.  The clearer the specifications the easier it will be for the Agency to get the work product it requires.