Use this as a due diligence or performance review tool.

Emergency Maintenance & HVAC

What qualifies as an emergency repair under your policy? What is the maximum response time for loss of heat or air? Are weekends and holidays treated as calendar days? What temporary remedies are deployed if repairs are delayed?

Escalation Controls

How are unresolved issues flagged before residents escalate externally? At what point does regional leadership intervene? How are repeat or systemic issues tracked?

Compliance & Documentation

How are maintenance requests documented for HUD or PHA review? Are response times auditable? How is staff trained on HQS / NSPIRE standards?

Resident Communication

How are residents informed of delays and interim solutions? Are communications documented? How is retaliation risk prevented?

Owner Protection

How does your team prevent issues from reaching regulators? How often are compliance failures reported to ownership? What KPIs indicate rising regulatory risk?

If these answers are unclear, your exposure is not.

Dionne Bell, ARM, CPM, CCIM

Advocate | Investigative Journalist

Uncovering stories that matter