Maintenance SOP | Salon Suites Example

How to Submit a Maintenance Request

Non-Emergency Requests

Submission Method: [TO BE DETERMINED - text, email, or property management platform]

Include the following information:

Your name and suite number
Description of the issue (be specific)
Urgency level (standard, urgent, or emergency)
Best time to contact you / access your suite
Photos if applicable (water damage, broken items, etc.)

Example Request:

"Suite 12, Sarah Johnson. Overhead light flickering intermittently for 2 days. Standard priority. Suite is open M-F 9am-5pm."

Emergency Requests

Emergency Contact: [PHONE NUMBER TO BE SET]

Call immediately for:

Active water leak
No electrical power
Security breach or break-in
Fire or smoke
Gas smell
HVAC complete failure (extreme weather)
Lock malfunction (locked out or won't secure)

Do not wait - call the emergency line directly.

Response Time Commitments

Priority	Examples	Response Time	Resolution Target
Emergency	Water leak, no power, security breach, fire	Within 1 hour	Same day
Urgent	HVAC failure, plumbing backup, lock malfunction	Within 24 hours	1-2 business days
Standard	Light bulb out, cosmetic issues, minor repairs	Within 5 business days	5-10 business days

Priority Definitions

Emergency (Immediate Response)

Active water intrusion or flooding
Complete power outage
Security system failure or breach
Fire or fire alarm activation
Gas leak or smell
HVAC failure during extreme temperatures (below 40F or above 90F)
Inability to secure your suite

Urgent (24-Hour Response)

HVAC not working properly (but not extreme temps)
Plumbing issues affecting use (slow drain, running toilet)
Lock issues not preventing security
Shared equipment failure (laundry, etc.)
Electrical issues (outlet not working, but others available)

Standard (5 Business Day Response)

Light bulb replacement
Cosmetic issues (scuffs, minor damage)
Non-critical repairs
Requests for adjustments or improvements
Common area maintenance items

What's Covered: Landlord Responsibility

The following maintenance items are the responsibility of Luxa Salon Suites:

Building Systems

HVAC system maintenance, repair, and filter replacement
Electrical systems (building wiring, outlets, breakers, lighting fixtures)
Plumbing systems (building pipes, water heaters, main drains)
Security system (access control, cameras, alarms)
Fire suppression and alarm systems

Common Areas

Reception area maintenance and cleaning
Hallway cleaning and maintenance
Break room appliances and fixtures
Restroom maintenance and supplies
Laundry equipment maintenance
Exterior maintenance (parking lot, signage, landscaping)

Suite-Provided Items

Installed lighting fixtures (repair/replacement)
Sink and plumbing fixtures (repair/replacement)
Doors, locks, and hardware
Windows (if applicable)
HVAC vents and controls
Electrical outlets

Structural

Walls, ceiling, and floor structure
Roof repairs (as needed)
Windows and exterior doors
Foundation and structural elements

What's NOT Covered: Tenant Responsibility

The following items are the responsibility of the tenant:

Suite Interior

Suite interior cleaning (floors, mirrors, surfaces)
Personal equipment maintenance (styling chairs, tools, etc.)
Consumables (paper products, cleaning supplies for your suite)
Light bulbs in tenant-owned fixtures
Personal furniture and decor maintenance

Damage Caused By

Damage caused by tenant, tenant's clients, or tenant's guests
Damage from improper use of fixtures or equipment
Damage from unauthorized modifications
Chemical damage to surfaces (hair color stains, etc.)

Personal Business

Your personal equipment (hair dryers, styling tools, etc.)
Your retail products and inventory
Your scheduling and booking systems
Your client communications

Maintenance Request Process

Step 1: Submit Request

Tenant submits request via designated method with required information.

Step 2: Acknowledgment

Facility acknowledges request within:

Emergency: Immediate (call back)
Urgent: 4 hours
Standard: 24 hours

Step 3: Assessment

Facility assesses the issue and determines:

Priority level (may be adjusted)
Parts/supplies needed
Scheduling requirements
Whether suite access is needed

Step 4: Scheduling

If suite access is required:

Facility contacts tenant to schedule
Tenant may provide standing access permission
Emergency access may be performed without advance notice

Step 5: Resolution

Work completed by facility staff or qualified contractor
Tenant notified of completion
Follow-up if needed

Step 6: Documentation

All requests logged with:

Date submitted
Issue description
Priority assigned
Resolution date
Work performed

Suite Access for Maintenance

With Notice (Standard/Urgent)

Facility will coordinate with tenant for access
24-hour notice preferred for non-emergency work
Tenant may provide standing authorization

Emergency Access

Facility may enter suite without advance notice for emergencies
Examples: Water leak, fire, safety concern
Tenant will be notified as soon as practical

Tenant Authorization Options

Tenants may provide:

Standing authorization for emergency access only
Standing authorization for scheduled maintenance during business hours
Require contact before any entry

Authorization form completed at move-in.

Tenant Maintenance Obligations

Per your Suite Rental Agreement, you are responsible for:

Prompt Reporting: Report maintenance issues promptly to prevent further damage.
Reasonable Care: Use suite fixtures and building systems with reasonable care.
No DIY Repairs: Do not attempt repairs to building systems (electrical, plumbing, HVAC).
Access Cooperation: Provide reasonable access for maintenance and inspections.
Suite Condition: Maintain your suite in clean, sanitary condition.
Damage Responsibility: You may be responsible for repair costs if damage results from tenant negligence, misuse, or unauthorized modifications.

Vendor/Contractor Policy

Facility-Approved Work

All work on building systems (electrical, plumbing, HVAC, structural) must be performed by facility-approved contractors.

Tenant-Requested Vendors

If you wish to hire your own contractor for personal equipment or approved modifications:

Submit request in writing
Provide contractor license and insurance documentation
Obtain written approval before work begins
Tenant responsible for any damage caused by tenant's contractors

Contact Information

Type	Contact	Hours
Emergency Maintenance	[PHONE]	24/7
Non-Emergency Requests	[METHOD/PHONE/EMAIL]	Business hours
General Questions	[EMAIL]	Business hours

Business Hours: [TO BE SET]

Frequently Asked Questions

Q: My suite light bulb is out. Is that covered? A: Yes, replacement of installed fixture bulbs is covered. Submit a standard request.

Q: My personal hair dryer stopped working. Will you fix it? A: No, personal equipment is your responsibility. We recommend having a backup.

Q: Water is leaking from my ceiling. What do I do? A: Call the emergency line immediately. Move your belongings away from the water. We'll respond within 1 hour.

Q: The break room refrigerator isn't working. Who do I tell? A: Submit a request (urgent priority) or call during business hours. Shared equipment is our responsibility.

Q: Can I hang shelves in my suite? A: Submit a modification request in writing. Minor modifications may be approved. You'll be responsible for restoring the suite at move-out.

Maintenance SOP effective as of [DATE]. Subject to update with 30 days notice.

Luxa Salon Suites | South Riding, VA