Maximizing Efficiency in Apartment Maintenance

In the ever-evolving landscape of property management, Buckingham Companies is setting a new standard for maintenance efficiency through the innovative use of centralized service pods. As part of a broader industry trend toward centralization, Buckingham’s approach focuses on enhancing service quality while optimizing resources, ultimately providing a better living experience for residents.

What is Maintenance Centralization?

Maintenance centralization involves consolidating service operations to allow for more efficient management across multiple properties. Traditionally, apartment complexes have relied on dedicated on-site technicians, with one technician for every 100 units. While this method ensures quick response times, it often results in redundancies and increased payroll costs. Buckingham Companies has reimagined this model by grouping properties into maintenance pods, where a centralized team of technicians serves several communities within a defined geographic area.

How Buckingham’s Maintenance Pods Work

Buckingham Companies organizes four to five properties within a 10-mile radius into a single maintenance pod. From a centralized location, a team of skilled technicians is dispatched to handle service requests across these properties. This model is not merely about reducing payroll—it’s about boosting efficiency and improving service delivery.

Ian Bingham, Senior Vice President of Business Development at Buckingham Companies, emphasizes that the goal of this strategy is to enhance operational efficiency rather than cut jobs. “It wasn’t about payroll savings and job eliminations. It was really about being much more efficient,” Bingham explains. However, there are financial benefits as well. By streamlining operations and reducing the need for a full-time technician at each property, Buckingham has been able to reallocate funds to offer more competitive salaries, aiding in both hiring and retention.

Leveraging Technology for Better Service

Centralization is only as effective as the technology that supports it. Buckingham Companies utilizes advanced software to geo-locate service technicians and direct work orders based on their specific skill sets. For instance, when a service request comes in, the system automatically assigns the task to the nearest technician with the right expertise—be it HVAC, plumbing, or electrical work. This targeted approach not only reduces response times but also ensures that the job is done right the first time.

“We’ve seen response time go down,” says Bingham. “It’s utilizing technology that automatically pushes out to our service technician—who has an HVAC certification—all of the work tickets that are HVAC related. Conversely, that service tech that’s fantastic at plumbing is getting all the plumbing tickets.” This specialization allows Buckingham to deliver high-quality service more efficiently, further elevating the resident experience.

The Benefits of Centralization

The shift to centralized maintenance pods has had a profound impact on Buckingham’s operations. With fewer technicians needed across multiple properties, the company has seen significant payroll savings, which have been reinvested into better salaries for their teams. This, in turn, has helped attract and retain top talent in the industry.

Moreover, the quality of service has noticeably improved. Residents benefit from faster response times and more skilled technicians, while the company enjoys a more streamlined, cost-effective maintenance operation. “The service is better,” Bingham notes. “So it went really, really well for us. It is the definition of leveraging people and technology for a better experience.”

Overcoming Challenges

While the benefits of maintenance centralization are clear, there are challenges, particularly for third-party managers who must navigate client concerns. Some property owners worry that their newer buildings will be subsidizing older properties within the same maintenance pod. To address this, Buckingham ensures that properties in a pod are relatively similar in age and condition, maintaining fairness in how resources are allocated.

Another challenge is the geographic limitation of this model. Maintenance centralization works best in areas where properties are close together. For example, if an operator has properties spread out across a large region, centralization may not be as effective due to the increased travel time required for technicians.

Conclusion

Buckingham Companies’ innovative approach to maintenance centralization is a prime example of how the apartment industry can leverage technology and strategic thinking to improve service delivery while reducing costs. By focusing on efficiency and quality, Buckingham has not only enhanced its operations but also set a new benchmark for property management in the multifamily sector.

As the industry continues to evolve, it’s clear that centralization, when executed thoughtfully and supported by the right technology, can be a powerful tool for property managers looking to optimize their operations and deliver a superior resident experience. Buckingham Companies is leading the way, demonstrating that the future of apartment maintenance is both centralized and service-focused.

To read more on pro's and con's of centralized maintenance, read the full article on this topic by visiting Multifamily Dive.