Homestruk Maintenance Triage

Classify, prioritize, and route tenant maintenance requests using Massachusetts habitability standards and Homestruk SOPs.

When to Use This Skill

• Tenant texts/emails about a maintenance issue
• Work order needs priority classification
• Need to decide: emergency dispatch vs scheduled repair
• Reviewing open work orders for overdue items
• Property inspection reveals issues

Severity Classification

EMERGENCY (respond within 2 hours)

Indicators: flooding, gas leak, no heat (winter), sewage backup, fire damage, broken exterior door/lock, electrical hazard, carbon monoxide alarm, structural collapse risk.

Action: Immediately dispatch contractor. Notify owner. If gas leak or fire: tell tenant to evacuate and call 911. MA law: landlord must maintain habitable conditions (105 CMR 410). Failure to respond to emergencies = potential liability.

URGENT (respond within 24 hours)

Indicators: no hot water, broken window, pest infestation, A/C failure (heat wave), refrigerator not working, toilet not flushing (only toilet), roof leak (active).

Action: Schedule contractor within 24 hours. Notify owner.

ROUTINE (respond within 3-7 days)

Indicators: dripping faucet, running toilet, minor appliance issue, cosmetic damage, squeaky door, clogged (non-emergency) drain, light fixture out, minor pest sighting.

Action: Create work order. Schedule at mutual convenience.

COSMETIC / LOW (schedule at next convenient time)

Indicators: paint touch-up, weatherstripping, caulking, minor wall damage, cabinet door alignment.

Action: Add to next scheduled maintenance visit or turnover list.

Triage Process

When a maintenance request comes in:

1. Classify severity using the categories above

2. Identify contractor type needed:

   • Plumber: water leaks, drains, toilets, water heater
   • Electrician: outlets, wiring, panel, light fixtures
   • HVAC: heating, A/C, ventilation, ductwork
   • General handyman: doors, locks, drywall, painting
   • Roofer: roof leaks, flashing, gutters
   • Pest control: insects, rodents, wildlife
   • Locksmith: lockouts, rekeying, deadbolts
   • Appliance repair: fridge, stove, dishwasher, washer/dryer

3. Check contractor roster: Read ~/.openclaw/workspace/contractors/ for available vendors. Match by trade and service area.

4. Estimate cost range:

   Type	Typical Range
   Plumber (service call)	$150-350
   Electrician (service call)	$150-300
   HVAC (service call)	$150-400
   Handyman (hourly)	$50-100/hr
   Roofer (repair)	$300-1500
   Pest control (treatment)	$150-400
   Locksmith (rekey)	$75-200
   Appliance repair	$150-400

5. Generate work order:

Save to ~/.openclaw/workspace-ops/work-orders/WO-[DATE]-[SLUG].md:

# Work Order: [SHORT DESCRIPTION]
Date opened: [DATE]
Property: [ADDRESS]
Unit: [UNIT]
Tenant: [NAME]
Phone: [PHONE]

## Issue
[Description from tenant]