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Landlords urged to adopt an eight-step repair workflow: intake, triage, document, repair, follow up
Summary
In a Housing Connection Series session, Jennifer Felton outlined a step-by-step repair process for landlords — intake, triage (emergency/urgent/routine), acknowledgement, entry coordination, diagnosis, repair, photo documentation and closure — and recommended escalation to counsel when tenants withhold rent or claim uninhabitability.
Jennifer Felton, a Ventura County real estate attorney, walked attendees through a recommended repair workflow designed to reduce liability and improve tenant outcomes. She said the process should start with intake and rapid documentation of the tenant request, followed by triage to determine whether the issue is an emergency, urgent or routine. "You're gonna document the request," she said, urging landlords to acknowledge receipt and state planned resolution timelines.
Felton detailed next steps: coordinate entry with the tenant, obtain the right technician to diagnose and scope repairs, take before-and-after photos, perform the repair and follow up in writing to close the file. She advised landlords to escalate to counsel when tenants withhold rent, perform repair-and-deduct, or make health-impact claims, and to preserve warranties and vendor paperwork for future claims.
