Maintenance - Master Overview
Maintenance Policy Overview
When a maintenance request is submitted for any property (not located within an HOA), we follow our standard maintenance protocol (see section 1A below). For maintenance requests that are submitted for properties that are located within an HOA, we follow a different process (see section 2A below). In cases where an owner does not have their own preferred vendors, we dispatch a member of our in-house maintenance staff (used for small break/fix repairs), or one of our preferred vendors for larger repairs. We understand that each property is unique and has it's own nuances, which is why we gather information upfront from the client by utilizing the new owner questionnaire. While each property is unique, it is important that we follow our standard processes outlined below to ensure a seamless experience for owners and tenants.
We utilize a customized version of Salesforce.com CRM (NYSE) to manage and safely store the vast amounts of information that we collect for each property. The system is designed to be flexible enough to manage the unique differences for each property but it maintains a structure that ensure that a specific process is followed. In order the team to provide a high level of service to each client, we mandate that the process is followed as it was designed. This involves requesting information through online forms. We require the online forms for three specific reasons:
1. The forms allow us to capture specific information about a property in a secure way (ie. through the use of encryption technology), transmit the information into salesforce.com and package the data in a way that allows our team to quickly take action when required.
2. We use information from the forms to draw up leases, take action on maintenance requests, answer questions that tenants might have, and verify information about the property.
3. Forms ensure that the correct information is gathered so our team can be confident on the action they take, using that information.
Vendor Selection:
We use a refined list of vendors that have been vetted by our company and have proven over a period of time that they are capable of completing a maintenance repair in a timely manner at a reasonable price. We do not guarantee that they will be the least expensive vendor but we are confident that their prices are competitive, and in most cases below the market average. The benefit of working with our vendors is that they go through an initial vetting process, prior to us working with them. This process takes anywhere from 2-3 weeks, depending on how quickly we receive the information. The other benefit is that we take care of processing the payment and providing them with access to the property. Because we provide them with a large volume of service, the properties we managed are prioritized.
While we encourage clients to work with our in-house maintenance/preferred staff, we give the owner the flexibility of using their own vendors. To understand the differences, please use the link above. For further clarity on our terms of service when having us coordinate with your preferred vendor, click on the link provided below.
Click here for our home warranty policy/preferred vendor terms of service
Additional Information:
- Quote Requests: Most repairs that are coordinated by the maintenance team fall below the standard $450 maintenance limit and therefore do not require a separate quote. For non-emergency repairs that exceed $450 in cost, at the client's request, the team will provide one quote from our list of preferred vendors. The team determines which of preferred vendor is qualified for the job, and available to perform the repair. They will provide the specific job requirements to the vendor and coordinate access into the property if needed. After pricing is provided, the team will send the quote to the owner for approval ( quotes for non urgent repairs take 1-2 weeks depending on the vendor's availability). If a client wishes to get additional quotes from vendors outside of our preferred network, this is considered a special project. If the client chooses to get the additional quotes without support from the team, the team is happy to assist in providing access and will handle all of the communication with the tenant. If a client is interested in using the team to obtain more than one quote, this falls under a special project (outlined above) and an additional fee would be assessed. Please reach out to your account manager if you are interested in this additional service.
- Coordination of Repair Work Included In Our Management Fee: Our standard management fees are priced at a level that allow us to coordinate any break/fix repairs that happen most frequently. Our pricing is built off a shared cost model which means that each client is entitled to the same, high level, customer service experience. To ensure each client receives this level of service, the account management team is well equipped to coordinate the break/fix repairs included below. For any project cost that exceeds the client's insurance deductible or if the client opts to not use insurance and the amount exceeds $2,000, this is considered a special project that requires additional involvement from the team. If you are interested in engaging our team to assist with a special project, please contact your account manager to inquire about pricing. Click here for a list of examples of work included in our standard management fee.
- Work Not Included In Our Monthly Fee: For any project cost that exceeds the client's insurance deductible or if the client opts to not use insurance and the amount exceeds $2,000, this is considered a special project that requires additional involvement from the team. This is considered a special project and is billed separately from the management fee. If you have a special project that you are interested in having the team assist with, please reach out to your account manager. Click here for a list of examples of work not included in our standard management fee.
- Warranties On Work Performed by Our Vendors/In-house Maintenance Staff: For most break/fix repairs, there is a 2 month warranty on the work performed, unless otherwise specified. For any new install (ie. hot water heater, HVAC unit, toilet, etc), the warranty varies based on the product and this will be furnished by the contractor.
- Notifications: In most cases, for any non-emergency repair that falls below the monthly $450 maintenance limit, the team does not notify the client of the pending repair. The client has full access to the details in their online portal after the bill is processed by the accounting team.
Section 1A. Our process for handling service requests (for properties NOT part of an HOA community)
When a maintenance request is submitted for a property that is not located within an HOA community, the team follows the structured process below. We have two main goals when handling the maintenance request:
- Ensure the safety of the tenant and the property.
- Take steps to ensure the request is handled in the most cost effective way possible.
Step 2. involves taking the appropriate troubleshooting steps prior to sending out a contractor. We do this for the full benefit of the client. While it would be easier and much less time intensive for the team to send out a contractor every-time a request is submitted, we follow a structured process to ensure the right action plan is put in place.
Click here for more information about this process
Section 2A. Our process for handling service requests (for properties that are part of an HOA community)
When maintenance requests are submitted for a property located within an HOA, the process for handling the maintenance request is different. A different approach is required because each HOA has their own, unique set, of rules and regulations. These rules and regulations include how/when maintenance should be handled if the issue stems from a building related component, or another unit in the HOA. For any repair where involvement from the HOA is needed (ie. building plumbing line backup, exterior issue, leak from the unit above, etc.), the client's account manager makes the initial outreach to the association and the client is cc'd on the email. From there, we ask the owner to remain involved and keep their account manager apprised of any updates from the HOA. We ask for the owner's involvement because our power as the management company in a situation like this is severely limited when we are not authorized to handle repairs for common elements or other units in the HOA. There are also decisions that need to be made that we cannot authorize on behalf of an owner (ie. filing claim with insurance company). Your account manager will be able to assist by handling the coordination and communication with the tenants and providing any other prescriptive advice as required.