What does maintenance process look like?

Our Maintenance Process

1. Work Order Submission

Residents submit maintenance requests through their online portal. We request photos and a detailed description of the issue to help us diagnose it accurately.

2. Initial Review & Troubleshooting

• We review the request and determine the type of issue.
• If it’s something we have troubleshooting steps for (e.g., breaker reset, disposal reset), we send instructions to the resident by email.
• If we need additional details or photos, we immediately request them.
• For non-emergency requests, if we don’t hear back, we follow up the next day to check if troubleshooting resolved the problem. If not, we may walk the resident through it over the phone.

3. Assigning a Vendor

If troubleshooting doesn’t resolve the issue, we dispatch the work order based on your preferences:

• Preferred Vendor on File – We’ll send to your vendor.
• Home Warranty – We’ll submit a warranty request.
• Otherwise – We’ll assign to one of our vetted vendors or in-house handyman.

Landlords receive an automated email with the work order description and vendor assignment. Please note: at this stage, we don’t yet have updates until the vendor makes contact. Unless you want to change the assigned vendor, we ask that you wait for us to reach out if authorization is needed.

4. Vendor Scheduling & Follow-Up

We follow up with both the vendor and resident the next business day to confirm scheduling.

• If the vendor hasn’t made contact within 48 hours (after call/text/email attempts), we reassign to a new vendor and notify the resident.

5. Authorization & Repairs