Tenant submitted maintenance request, but ghosted provider and me

[Brian Berry]

I have a tenant in an out of state property which I am self managing. She put in a maintenance request through Latchel (the RentRedi maintenance management system) for a leaky pipe in the (unfinished) basement. They reached out to me two days later and said they weren't able to contact her via phone, text, or email. She recently changed her phone number, so I gave them the new number. She hasn't responded on that number, either. I've tried to get ahold of her, too, but she hasn't responded. Usually she gets back to me within a couple of hours, but it has been over a day now with no response. 

Does anyone have any suggestions on how to proceed? 

Thanks!

[Calvin Thomas]

Quote from @Brian Berry:

I have a tenant in an out of state property which I am self managing. She put in a maintenance request through Latchel (the RentRedi maintenance management system) for a leaky pipe in the (unfinished) basement. They reached out to me two days later and said they weren't able to contact her via phone, text, or email. She recently changed her phone number, so I gave them the new number. She hasn't responded on that number, either. I've tried to get ahold of her, too, but she hasn't responded. Usually she gets back to me within a couple of hours, but it has been over a day now with no response. 

Does anyone have any suggestions on how to proceed? 

Thanks!

 Attempt to call again, then text.  If they do not respond after a few hours, leave another message and text that you will be calling the police to do a wellness check should you not hear back from them by the morning because you are concerned they are not okay.

If they still do not respond after that, you will somehow need to access the basement to see what is going on. One of the perils of OOS landlording.  Everything is fine until it isn't.  After this, I suggest you seriously consider hiring a PM.