The House Truth Field Notes

How to Score First-30-Day SFR Callbacks by Source

Handle the resident’s service issue first. Then use the original bid, approved scope and change orders, and lease-ready test record to decide who owns the repair and where the first-30-day callback counts. A passing test records how the item worked that day. Living in the home puts it through repeated use.

Score the callback by the evidence

First-30-day callback attribution
What the property record shows	Where it counts
Bid, approved, repaired or replaced, and properly documented as working at lease-ready	Vendor warranty callback only. Route the repair to the vendor who performed the work. The documented passing test supports the lease-ready verifier’s sign-off.
The item was not properly documented as working at lease-ready	Lease-ready verifier’s score. Record the missing or inadequate test evidence. If a vendor did the repair or replacement, that vendor still owns the warranty response.
The item was never bid	System miss. Record both missed checkpoints, the initial property walk and the lease-ready walk. Keep it as one callback in the portfolio total.
The item was bid and the investor declined it	Investor decision score only. Link the declined line and decision record. The walkers and vendor had no authority to reverse that choice.

Check the bid and decision record first. If the investor declined the line, use the investor category. If the item never made it onto the bid, use the system category. For an approved repair or replacement, use the lease-ready test record to distinguish a documented pass followed by a warranty callback from a verification documentation miss.

Keep warranty response separate from scoring

Use the one-year vendor warranty standard for repairs and replacements under the project agreement. Record the applicable parts and labor coverage for HVAC and other mechanical work and route the response to the vendor who performed it. The first 30 days are a reporting window. Continue tracking warranty work for the applicable coverage period.

Illustrative example. An HVAC repair passes a documented function test and fails on day 12. Route it back to the vendor and count it as a vendor warranty callback only. If the original test record is missing or inadequate, the vendor still owns the warranty response and the documentation miss counts against the lease-ready verifier.

What to show on the scorecard

Record the property, move-in date, issue date, room or asset, scope or declined line where available, lease-ready evidence, service owner, and scoring outcome. Link repeat calls about the same failure to the original issue. Report newly acquired homes after renovation separately from already-owned homes after a turn. Carry applicable vendor callbacks into the Wednesday contractor scorecard.

See the first-30-days service call guide and the renovation warranty tracking guide for the records behind each decision.

After scoring the source, use the callback corrective-action guide to assign the change and verify it on future jobs.