Questions to ask about how maintenance is handled and approved

A property manager who dodges questions about their approval process will cost you money and headaches in ways you won't see until it's too late. The heart of maintenance coordination isn't the plumbing or the paint—it's who decides what gets fixed, how much it costs, and whether you're told before work starts. The questions below are designed to expose whether your manager operates with real accountability or just hopes you won't notice.

Ask about the approval threshold

Start here: "What's your policy on maintenance jobs that cost more than R5,000? Do you get my written sign-off before work begins?" Listen for a clear answer. A good manager will name a specific amount—usually somewhere between R2,000 and R5,000—above which they stop and wait for your approval. They'll describe a process: tenant reports issue, they get three quotes, they send you the options, you choose. An evasive answer sounds like "Well, it depends on the urgency" or "Most things are under budget so it rarely comes up." That's a red flag. Emergencies happen—burst pipes, electrical faults—but routine maintenance should never skip approval. Ask them to put the threshold in writing.

Then ask: "What counts as an emergency in your book?" A competent manager has already thought about this. They know a flooding bathroom is urgent; a slow tap is not. They'll tell you they have authority to call a plumber at 2am for the burst, but they'll photograph it, text you immediately, and send the invoice within 48 hours. If they say they can approve anything under a certain amount without asking, push back. You're the owner. They work for you, not the other way around.

Ask how you stay informed and who chooses the contractor

"Walk me through what happens when the tenant reports a maintenance issue." A clear answer will sound like this: "Tenant submits a request through our portal or calls. I assess whether it's urgent. If not urgent, I get two or three quotes from our approved tradespeople and send them to you with my recommendation. Once you approve, I schedule the work and send you the invoice before it's due." Vague answers—"I handle it" or "I have trusted people"—should worry you. Trusted by whom? You haven't met them. You don't know their rates.

Now ask: "Can I suggest my own tradespeople, or do I have to use yours?" The answer should be yes—you can always use your own. But press further: "If I use my own, do you still coordinate the booking and follow-up?" A manager who says "That's between you and them" is shirking a core job. They should be the single point of contact, even if the tradesperson is yours. Otherwise maintenance becomes chaotic: who chases the invoice? Who confirms the work is done to standard? Who keeps the record for the rental history?

Then ask: "How often do you use your approved list, and how did you build it?" A solid answer involves experience. They've worked with these tradespeople for years, they know their rates are fair, and they have backup options if someone is booked. They might say "I've got three plumbers because one is always available." That's sensible. If they say "I've got one guy for everything," you're vulnerable if that person becomes unavailable or does poor work.

Check the documentation trail

Ask: "What happens when work is completed? How do I know it's been done properly?" They should mention photos, a signed-off invoice showing what was actually done, and ideally a copy of any warranty or guarantee from the tradesperson. Many disputes happen because nobody documented what the job was, what it cost, or whether it solved the problem. A manager who sends you photos and a clear summary before you pay the invoice shows they're thinking about your protection, not just their ease.

Finally: "Can I access a record of all maintenance on my property—dates, costs, what was fixed?" Some managers use property management software that lets you log in and see everything. Others send monthly summaries. Either way, you should have full visibility. If they're reluctant to share details, ask why.

These questions aren't hostile—they're the baseline of professional coordination. A good manager will welcome them, answer clearly, and often offer to put terms in writing. If you're sourcing a new manager or want to tighten your current arrangement, bring these questions to your interview. You can find property managers on Strove who've handled dozens of these scenarios and can walk you through their system from the start.