Property management calls
A Water Leak Call Intake Routine for Property Management Teams
Capture useful leak details, protect residents, and route maintenance calls without having a virtual assistant diagnose damage or approve repairs.
Ask what is happening now
Start with the property address, unit, resident name, callback number, and the place where water is visible. Ask whether water is actively flowing, whether it is near electrical equipment, and whether a ceiling is bulging. Use the property manager's safety wording for urgent hazards. The assistant should not tell a resident to open walls, touch electrical panels, or make a repair.
Record the resident's description: dripping under a sink, water through a ceiling, wet flooring, or another observation. Do not label the cause as a pipe failure or roof leak unless maintenance confirms it.
Route by the building's rules
Each property may have a different maintenance contact, shutoff policy, and vendor. Look up the address in the approved directory, then send the note to the listed owner. If the property is missing or the record conflicts, use the exception contact rather than guessing.
Tell the resident what will happen next and who is expected to call. Do not promise reimbursement, vendor arrival, or permission to hire a contractor. Those decisions stay with the manager named in the account.
Preserve the handoff trail
Time-stamp the resident's report, the outbound handoff, and the acknowledgment. Attach follow-up calls to the same incident so the queue does not create several disconnected tickets for one leak.
At the next shift, review unacknowledged water reports first. Note whether the resident was reached and whether the owner changed the priority. The assistant's record should show the communication path without claiming that the underlying leak was fixed.