Finding Text
Criteria: Per the HUD Handbook 4381.5 Management Agent Chapter 4.7d Addressing Resident Service Requests/Complaints, Proper use of a Service system reflects a commitment by the owner/agent to respond effectively to resident concerns.
1) Owner/agent who implements an acceptable Service Request system can receive the following considerations from HUD. It should provide enough flexibility for residents to either write or phone in their concerns.
a) HUD will not become involved in situations involving resident complaints (with the exception of immediate health and safety threats) until the owner/agent has had 30 days from the date of the resident’s service request to present a written response to the concern.
b) HUD would consider evidence of proper implementation of a Service Request system as a strong positive factor when rating the agent’s resident/management relations during management reviews.
Condition: During the Testing of Work Orders, the Project could not provide a Detail Schedule for Work Orders for the period January 1, 2021 through December 31, 2021 for testing.
Cause: The Project did not follow HUD directives regarding proper implementation of a Service Request system.
Effect: The Project did not maintain the tenants’ written Service Request system.
Recommendation: We recommend that the Project maintain a proper Service Request system per HUD directive.
Views of Responsible Officials and Corrective Action Plan: No disagreements with the audit finding.