5. Maintenance & Repairs
How are maintenance requests handled?
Tenants submit all maintenance requests through their online portal, which immediately notifies our team. We assess the issue, determine the appropriate response (routine repair vs. emergency), coordinate with the right vendor or in-house technician, and keep both the tenant and owner informed throughout. All work is documented with invoices included in your monthly statement.
Do you offer 24/7 maintenance support?
Yes. We provide a 24-hour emergency hotline for tenants. Whether it’s a burst pipe or a broken heater in the dead of winter, we have a protocol in place to handle emergencies at any hour.
How are emergency repairs handled?
When a true emergency comes in, like flooding, HVAC failure in freezing temperatures, electrical hazard, or a broken exterior door, our team dispatches immediately. For life-threatening situations, tenants are instructed to call 911 first, then us. We coordinate the fastest appropriate response to protect your tenant’s safety and prevent further property damage.
Do you use in-house or third-party contractors?
We primarily utilize a hand-picked network of third-party contractors. This allows us to scale quickly and ensure that we are always sending the right specialist for the job, whether it’s a licensed HVAC technician, a master plumber, or a professional roofer.
How do you control maintenance costs?
Several ways. First, we don’t mark up invoices; you pay the actual vendor cost with full transparency. Second, we use our vetted network of trusted local contractors who provide fair, competitive pricing because of the volume of work we bring them. Third, our preventive maintenance program identifies small issues before they become expensive emergency repairs. Fourth, the $300 approval threshold keeps you in the loop on all significant expenses before work begins.
Do owners need to approve all repairs?
Per our management agreement, we are authorized to approve and coordinate any single repair up to $300 without contacting you first. This allows us to handle everyday maintenance quickly and efficiently. For any repair exceeding $300, we contact you for approval before proceeding. The only exception is a genuine emergency or a situation that poses an immediate tenant safety risk, in which case we act first and notify you immediately.
What is your preventive maintenance program?
We conduct a maintenance survey approximately 2 months before lease renewal, an in-house inspection that identifies developing issues before they become costly repairs and before a new lease term begins. This covers HVAC systems, plumbing, electrical, structural components, appliances, smoke and carbon monoxide detectors, and general property condition. Catching a small problem early almost always costs far less than dealing with it after it fails.
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