PREVENT A LAWSUIT WITH A REPAIR REQUEST PAPER TRAIL Every portfolio has one: the maintenance supervisor who has been with the property for twenty years and seems to know everything there is to know about the site. He knows every shutoff valve without looking at a map. He remembers which roof section leaks after a wind-driven rain from the northeast. He knows Building 7 still has the original electrical panels, which apartments have replacement windows, and why Unit 314 keeps tripping breakers every August. He is an incredible asset to the property. He may also represent one of the biggest operational risks in the portfolio. The problem is not that he is likely to make a mistake. The problem is that if a resident dispute, insurance claim, or lawsuit arises months from now, “Mike remembers what happened” is not the same thing as having a record of what happened. Employees leave, vendors change, memories fade, and the person who knew the history may no longer be available when questions are finally asked. That is where the paper trail matters, and the paper trail is much bigger than the work order.
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