Guidelines for Host Maintenance Response Times

PadSplit Hosts are responsible for completing all maintenance requests in a timely manner.

Below are generalized response time guidelines for maintenance requests.

Examples of Emergency Maintenance Issues that should be responded to immediately

*Note: For some emergencies reported to PadSplit by Members, PadSplit will contact Hosts overnight.

• Smell of gas

• Fire

• Flooding

• Death (ie… a smell that can not be explained coming from a room)

• A sighting of a large amount of blood or waste and any sign of a bio-hazardous material being present

• Trees falling on the structure

• Lack of electricity (not due to a temporary localized service interruption)

• Lack of heat in winter

• Extreme heat cause by lack of A/C (>85℉ for more than 24hours)

• Structural issues

• Water heater leaking or bursting

• Leaks that could result in flooding

• Lack of running water

• Dangerous building conditions

Examples of Requests that will typically take Hosts up to 24-48 Hours to respond to:

• Less serious leaks

• Clogged toilet if there is no other shared bathroom

• Walkways, stairs and driveways needing to be shoveled and salted after a snowstorm

• Replacement for a fire extinguisher that is empty or that was used

• Smoke detectors that are missing or are in need of batteries

• Fire Stops that are missing or are in need of replacement

• Problems with exterior locks

• Air conditioning not working in summer

• Lack of hot water

• Low hanging or missing gutters (fallen off after storms or heavy winds)

• Appliances or electric panels that spark

Examples of Requests that will typically take Hosts up to 1 Week to respond to:

• Appliances not working

• Clogged or slow shower or sink drain

• Clogged toilet

• Non essential interior light stops working

• Large hole in the wall

• Damage to door knobs or punch locks

• Damage to doors and door frames

• Broken toilet or sink handles

• Broken shower heads

• Mold in bathrooms, bedrooms or in common areas

• Windows that are broken

• More severe pest issues

• Internet outage

Examples of Requests that will typically take Hosts up to 2 weeks to respond to:

• Cracked tile

• Grout coming up

• Damaged flooring or carpet that does not create a walking hazard

• Running toilet

• Dripping faucets

• Cabinet doors off their hinges

• A minor hole in the wall

• Molding or trim needing repair

• Toilet paper holders/towel racks broken or missing

• Broken toilet seats

• Shower curtain and liner replacements

• Ceiling fans that are not working

• Fence repairs

• Driveway repairs

• Less severe pest issues

How Hosts can stay on track

• Respond promptly. Acknowledge the report and start the repair as soon as possible.

• Share a clear plan. If a repair will take longer than expected, tell the Member(s) the specifics, such as a scheduled repair date or the reason for the delay. Hosts who communicate a clear plan may be given additional time. General updates are not enough.

• Communicate directly with Members. Send updates through the house messenger or the maintenance ticket so Members stay informed.

• Provide temporary relief for emergencies. If an emergency repair will take time, offer a temporary solution while Members wait, such as portable fans for a broken A/C during a heat wave, or offering to transfer the affected Member(s) to a different property in your portfolio.

What happens if a maintenance issue isn’t resolved on time?

The timeframes above are the standard Hosts are expected to meet. If an issue stays unresolved past its expected timeframe, PadSplit may step in to support the affected Member(s). Depending on the situation, this may include:

• Offering the Member a transfer to another PadSplit

• Taking additional steps to address the impact on the affected Member(s), which may involve the Host

• Reviewing the property and Host account when issues are repeated or prolonged