Introduction
Towne Housing Real Estate, a leading property management company in Western New York, faced a common challenge in the industry: maintaining properties efficiently while keeping costs under control. This case study explores how the company revolutionized its approach to property maintenance by implementing an in-house handyman service program across multiple locations.
The Challenge
Prior to 2018, Towne Housing Real Estate relied on external contractors for repairs and maintenance in their rental properties. This approach led to several issues:
- Inconsistent quality of work
- Delayed response times for urgent repairs
- High costs due to contractor markups
- Difficulty in coordinating services across multiple locations
These challenges were particularly acute in their properties spread across Buffalo, Cheektowaga, Niagara Falls, Lockport, West Seneca, and Lackawanna, NY.
The Solution
In response to these challenges, Towne Housing Real Estate developed a comprehensive in-house handyman service program. Key elements of the solution included:
- Hiring and training a team of skilled handymen
- Implementing a centralized dispatch system
- Investing in a fleet of fully-equipped service vehicles
- Creating a mobile app for tenants to request repairs
Implementation
The program was rolled out in phases, starting with Buffalo and Cheektowaga in early 2019. By mid-2020, the service had expanded to cover all of Towne Housing’s properties in Western New York.
The company invested in ongoing training for their handyman team, ensuring they could handle a wide range of repairs, from basic plumbing to electrical work and carpentry. This versatility allowed them to address most issues without the need for specialized contractors.
Results
Within 18 months of full implementation, Towne Housing Real Estate saw significant improvements:
- 30% reduction in overall maintenance costs
- Average response time for urgent repairs decreased from 24 hours to 4 hours
- Tenant satisfaction scores increased by 25%
- Reduced tenant turnover rates by 15%
The success of the program in Buffalo and surrounding areas led Towne Housing to explore expanding the model to other markets.
Conclusion
By bringing handyman services in-house, Towne Housing Real Estate not only reduced costs but also significantly improved the quality of property management services. The company’s innovative approach to maintenance has set a new standard in the industry, demonstrating the value of integrating repair services into the core business model of property management firms.
This case study highlights how a proactive approach to property maintenance can lead to improved tenant satisfaction, reduced costs, and a stronger competitive position in the real estate market. Towne Housing Real Estate’s success serves as a model for other property management companies looking to enhance their services and operational efficiency.