Q: I have been an apartment manager at smaller buildings for many years and have just recently become the manager of a 50-unit apartment building. I learned that the prior manager was very informal about most policies and procedures, especially tenant requests for maintenance and repairs. She would simply write them down on a notepad and toss them when the handyman completed his work.

I also think the tenants were asking the handyman to make repairs without contacting the manager first.

Tenants have asked me why I’m being so formal — they believe it’s unnecessary. I haven’t been at a large property before, but am I right that a more formal system should be put in place?

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