Policy Guidance: Maintenance Entry When Only Minors Are Present

Overview

Maintenance employees working in resident units must behave with the highest level of professionalism and caution. One of the most sensitive—and potentially risky—situations arises when a technician arrives for a maintenance request and finds that the only people at home are minors (anyone under age 18).

Without a clear policy, a well-meaning employee can easily be at risk of facing accusations of misconduct, theft, or inappropriate behavior. Creating a consistent policy protects staff, residents, and property owners alike.

1. General Policy: No Entry Without an Adult Present

Maintenance staff must not enter an apartment if no adult (18 or older) is present, unless there is a genuine emergency that poses a risk to life, safety, or property.

Examples of non-emergency situations include:

• Routine work orders (e.g., faucet leaks, appliance repairs)
• Cosmetic issues (e.g., paint touch-ups, loose door handles)
• Comfort-related complaints (e.g., slow drains, thermostat calibration)

Procedure:

1. Politely inform any minor present that you cannot enter without an adult resident at home.
2. Immediately contact your supervisor or property manager to document the situation.
3. Leave a written notice or voicemail for the resident explaining that the service request was postponed due to the absence of an adult.
4. Reschedule the visit for a time when an adult will be present.

2. Emergency Situations: Entry May Be Required

If a situation qualifies as an emergency (e.g., active flooding, fire hazard, gas leak, electrical short, or life-safety issue), maintenance must act immediately to prevent injury or property loss.

Emergency entry procedures:

• Announce entry clearly and loudly ("Maintenance—emergency entry!").
• Enter only as far as necessary to address the emergency.
• Request a second employee or supervisor to accompany you whenever possible.
• Call management immediately to report that the entry occurred while minors were present.
• Remain visible and professional at all times, avoiding unnecessary interaction with minors.

3. Ensuring the Safety of Minors

In rare circumstances, the emergency itself may place a minor child in danger—for example, during a gas leak, active fire, or significant water intrusion.

If the technician determines that the child’s safety is at immediate risk, the employee should:

1. Remove the minor to a safe location, such as outside the building or the leasing office.
2. Ensure a qualified adult, such as another staff member or emergency responder, supervises the child.
3. Do not transport the minor in a personal or company vehicle or leave the property with the child.
4. Contact emergency services (fire, police, EMS) if the situation warrants it.
5. Notify the property manager immediately and document the event in detail.

This procedure is not intended to create a custodial role but to ensure immediate, temporary protection for the minor until a parent, guardian, or first responder arrives.

4. Documentation: The Best Protection

Every interaction involving minors must be thoroughly documented. A clear paper trail demonstrates that staff acted responsibly, in accordance with policy.

Documentation should include:

• Service Request Log: Date, time, and reason for visit; who was home; whether work was performed.
• Incident Report: Details of any emergency entry, actions taken, and names of all staff involved.
• Resident Communication Record: Copies of any notices, voicemails, or emails regarding rescheduling or emergency entry.
• Follow-Up Log: Confirmation that the issue was resolved once an adult was present.

Supervisors should review all such documentation within 24 hours.

5. Training and Reinforcement

All maintenance staff must receive training on this policy, including:

• Recognizing what constitutes an emergency
• Professional conduct in occupied units
• Proper response protocols when minors are present
• Documentation and incident reporting procedures

Supervisors should periodically review adherence and reinforce expectations through staff meetings and refresher training.

Conclusion

Maintenance work in occupied homes involves both responsibility and risk. The rule is clear: do not enter if only minors are present, unless there is an immediate danger to life or property. In such situations, act quickly but with caution—prioritize the child’s safety, call for help, and document every step.

Professionalism, transparency, and thorough documentation are the foundation for safeguarding residents, employees, and ownership equally.