- version
- 1.0.0
- name
- homestruk-maintenance-triage
- description
- Triage tenant maintenance requests by severity, assign priority, identify the right contractor type, estimate costs, and generate work orders. Use when a tenant reports a maintenance issue, when reviewing open work orders, or when assessing property condition. Follows Massachusetts habitability requirements (105 CMR 410).
- user-invocable
- true
- tags
Homestruk Maintenance Triage
Classify, prioritize, and route tenant maintenance requests using Massachusetts habitability standards and Homestruk SOPs.
When to Use This Skill
- Tenant texts/emails about a maintenance issue
- Work order needs priority classification
- Need to decide: emergency dispatch vs scheduled repair
- Reviewing open work orders for overdue items
- Property inspection reveals issues
Severity Classification
EMERGENCY (respond within 2 hours)
Indicators: flooding, gas leak, no heat (winter), sewage backup, fire damage, broken exterior door/lock, electrical hazard, carbon monoxide alarm, structural collapse risk.
Action: Immediately dispatch contractor. Notify owner. If gas leak or fire: tell tenant to evacuate and call 911. MA law: landlord must maintain habitable conditions (105 CMR 410). Failure to respond to emergencies = potential liability.
URGENT (respond within 24 hours)
Indicators: no hot water, broken window, pest infestation, A/C failure (heat wave), refrigerator not working, toilet not flushing (only toilet), roof leak (active).
Action: Schedule contractor within 24 hours. Notify owner.
ROUTINE (respond within 3-7 days)
Indicators: dripping faucet, running toilet, minor appliance issue, cosmetic damage, squeaky door, clogged (non-emergency) drain, light fixture out, minor pest sighting.
Action: Create work order. Schedule at mutual convenience.
COSMETIC / LOW (schedule at next convenient time)
Indicators: paint touch-up, weatherstripping, caulking, minor wall damage, cabinet door alignment.
Action: Add to next scheduled maintenance visit or turnover list.
Triage Process
When a maintenance request comes in:
- Classify severity using the categories above
- Identify contractor type needed:
- Plumber: water leaks, drains, toilets, water heater - Electrician: outlets, wiring, panel, light fixtures - HVAC: heating, A/C, ventilation, ductwork - General handyman: doors, locks, drywall, painting - Roofer: roof leaks, flashing, gutters - Pest control: insects, rodents, wildlife - Locksmith: lockouts, rekeying, deadbolts - Appliance repair: fridge, stove, dishwasher, washer/dryer
- Check contractor roster:
Read ~/.openclaw/workspace/contractors/ for available vendors. Match by trade and service area.
- Estimate cost range:
| Type | Typical Range |
|---|---|
| Plumber (service call) | $150-350 |
| Electrician (service call) | $150-300 |
| HVAC (service call) | $150-400 |
| Handyman (hourly) | $50-100/hr |
| Roofer (repair) | $300-1500 |
| Pest control (treatment) | $150-400 |
| Locksmith (rekey) | $75-200 |
| Appliance repair | $150-400 |
- Generate work order:
Save to ~/.openclaw/workspace-ops/work-orders/WO-[DATE]-[SLUG].md:
# Work Order: [SHORT DESCRIPTION]
Date opened: [DATE]
Property: [ADDRESS]
Unit: [UNIT]
Tenant: [NAME]
Phone: [PHONE]
## Issue
[Description from tenant]
## Classification
Severity: [EMERGENCY/URGENT/ROUTINE/COSMETIC]
Trade needed: [PLUMBER/ELECTRICIAN/etc]
Estimated cost: $[RANGE]
## Dispatch
Contractor: [NAME or "unassigned"]
Dispatched: [DATE or "pending"]
ETA: [DATE/TIME]
## Status
[ ] Acknowledged by tenant
[ ] Contractor dispatched
[ ] Work scheduled for: [DATE]
[ ] Work completed
[ ] Tenant confirmed resolution
[ ] Invoice received: $[AMOUNT]
[ ] Owner notified of cost- Notify tenant:
Draft a response to the tenant confirming receipt and providing the expected timeline based on severity level.
- Notify owner (if cost > $300 or emergency):
Draft a brief owner notification with the issue, estimated cost, and recommended action.
Massachusetts Habitability Requirements (105 CMR 410)
The MA Sanitary Code requires landlords to maintain:
- Structural elements in good repair
- Weathertight windows and doors
- Adequate heating (68F Oct 1 - May 31)
- Hot and cold running water
- Working plumbing and sewage
- Working electrical systems
- Extermination of insects and rodents
- Smoke and CO detectors
- Egress and safety requirements
Failure to maintain habitability = tenant can:
- Withhold rent (MGL c.239 s.8A)
- Repair and deduct (up to 4 months rent per year)
- File complaints with Board of Health
- Sue for damages
ALWAYS flag habitability issues as URGENT or EMERGENCY. Never let a habitability issue sit as ROUTINE.
Integration with Existing SOPs
- Reference ~/.openclaw/workspace/sops/05-work-orders.md
- Reference ~/.openclaw/workspace/sops/06-tenant-communication.md
- Check contractor roster in ~/.openclaw/workspace/contractors/
About Homestruk
This skill is part of the Homestruk Landlord Operations System — a complete property management toolkit for self-managing landlords.
Free: Download the Rent-Ready Turnover Checklist at homestruk.com Full System: 10 operations documents + spreadsheets at homestruk.com
Built by Homestruk Properties LLC | homestruk.com