MOST LAWSUITS START AS ORDINARY PROPERTY PROBLEMS
DOCUMENTATION IS BIGGER THAN WORK ORDERS what was observed, what action was taken, and when. That is the difference between having a maintenance history and having a defensible record. A resident reports a stain on the ceiling. A toilet leaks. A handrail feels loose. A resident complains that the heat is not working properly. A tree limb hangs over a parking area. Then the ceiling leaks again. The resident says the problem was never properly repaired. Someone falls. Mold is discovered. A component fails. An insurance carrier or attorney asks when management first knew there was a problem and what was done in response. At that point, the question is no longer simply whether the team believes it handled the issue correctly. The question is whether the property can demonstrate what was reported, A work order marked “complete” does not necessarily tell anyone what happened.
A strong record should show:
What the resident originally reported When it was reported Who responded What conditions were observed What repair was performed Whether photographs were taken Whether an outside vendor became involved Whether follow-up was recommended How the resident was updated
But documentation should not begin and end with repair requests.
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