Our process for handling service requests (for properties NOT part of an HOA community)
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: 1. Ensure the safety of the tenant and the property. 2. 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.
- The tenant is required to submit the maintenance request through the online portal. Doing so allow us to route it to the right team and track the progress.
- After the maintenance request has been submitted, the team will attempt to troubleshoot the issue by providing step by step guides (if applicable). 30% of maintenance requests are resolved without needing to send out a contractor and therefore saving the client unnecessary cost.
- If the troubleshooting steps do not work, the maintenance team coordinates with a member of the in-house maintenance staff of preferred vendor to assess the issue.
- The maintenance team informs the tenant that a contractor has been assigned the job and they will be provided with the date of the servicing. Tenants are provided with a six hour time window to allow for adequate time for the contractor to arrive on-site.
- The maintenance team provides the contractor with access to our lockbox to access the property. If a lockbox is not allowed at the property, the contractor will pick up a key from an office location.
- After the vendor arrives onsite, they will assess the issue and make the required repair if the repair falls below $450 in cost. (**this only applies to non emergency requests).
- If the maintenance request is going to exceed the maintenance limit and the request is not an emergency, the contractor will provide a price quote to the team and the account manager will reach out to the client for approval.
- After the repair is complete, the contractor closes out the work order and provides the invoice for the job (invoices are submitted in batches every 1-2 weeks).
- The accounting team will process payment and add the bill to the client portal
- The work order is closed out and considered completed