Guide for Owners Performing Their Own Maintenance

Step 1: The Initial Work Order

When a repair is needed, we'll send you a work order via email. Please respond to this email to confirm that you will complete the work. This confirmation lets us know that you are taking responsibility for the repair and that we don't need to hire a third-party vendor.

Step 2: Scheduling and Communication

Once you confirm you're handling the repair, you must coordinate access with the resident. You can either schedule directly with the resident or have us coordinate a time for you. Whichever you choose, it is your responsibility to make sure the resident knows when you will be coming and to confirm the appointment with us.

Communicating with the Resident

This step requires careful handling to maintain professional boundaries and ensure proper communication channels are followed.

Act as a professional representative. When at the property, present yourself as a representative of Aloe, not as the landlord, unless the resident is already aware of your status.
Keep the conversation focused. Please only discuss the specifics of the assigned work order. If a resident brings up another maintenance issue or a different topic, kindly redirect them to contact Aloe directly. If you can do the additional maintenance item, make sure they know to document all maintenance in the work order for documentation purposes.
Maintain clear communication channels. Do not provide residents with your personal contact information. If they somehow obtain your number or email, do not respond to their messages unless it is for scheduling. All communication about the property must be handled through Aloe.

Step 3: Completing the Work

When you arrive, be sure to show up on time for the scheduled appointment. Once the work is finished, let us know immediately. This allows us to update our records and close out the work order.

Step 4: Following Up

We will follow up with you if we don't hear from you within 48 hours of sending the work order. If you do not respond to our follow-up, we will need to hire our own vendor to complete the repair, depending on the urgency of the issue.

By following this process, you help us ensure that all repairs are handled efficiently, professionally, and with a clear record of resolution.

Important Notice Regarding Owner-Completed Repairs and Liability

This notice is to inform you of the potential risks and liabilities associated with performing your own repairs on a property managed by Aloe. While we understand your preference to handle maintenance directly, it is crucial that you understand the legal implications and our position as your property manager.

Understanding Your Liability

When you perform repairs yourself or hire your own vendors outside of our established process, you assume all liability for the work. This includes any and all legal complications that may arise.

Injury or Damage: If a tenant, a member of their household, or a guest is injured, or if the property is damaged, as a result of a repair you performed, you will be solely responsible. The tenant can sue you for negligence, and our involvement will not absolve you of this responsibility.
Contractual Breach: Our property management agreement outlines our role in coordinating maintenance to ensure all work is documented, safe, and up to legal standards. By bypassing this process, you may be in breach of our agreement, which could lead to its termination.
Negligence and Documentation: Our process is designed to create a clear, defensible record of all maintenance activity. If you handle repairs on your own, a lack of proper documentation can make it difficult to prove the work was completed correctly, leaving you exposed to legal claims.

Protection of the Property Management Company

Due to the significant risks involved, we must ensure our company, Aloe, is protected from any liability stemming from owner-completed repairs.

Indemnification Clause: By choosing to perform your own repairs, you agree to indemnify and hold Aloe harmless from any claims, damages, or liabilities that may arise. This means you will take full legal and financial responsibility for any issues, including but not limited to, claims of negligence, breach of lease, or property damage.
No Responsibility for Your Actions: You acknowledge and agree that Aloe is not responsible for the quality of your work, the actions of your chosen vendors, or any issues that result from your direct interaction with the tenant. This includes any claims of harassment, theft, or other misconduct.
Assuming Full Fault: In the event of any legal action, dispute, or complaint related to a repair you performed, you will assume full fault and all legal costs. You agree that Aloe will not be named in any legal proceedings and that we will not be asked to pay for any damages, fines, or legal fees.

Our Recommended Process

To protect yourself and ensure proper management of your property, we strongly recommend you utilize our network of vetted professionals. If you still wish to proceed with your own repairs, you must follow the process outlined in our guide and communicate with us throughout the entire process. This will help us maintain a clear record, but it will not shift the liability from you to us.

By moving forward with an owner-completed repair, you are confirming that you have read and understood this notice and agree to these terms.