How do you handle repairs?
For tenant-occupied homes, tenants submit a maintenance request via their online tenant portal or our 24 hr maintenance hotline. Our portal allows tenants to submit a work order request by providing a description of the issue as well as uploading photos of the issue, when appropriate.
When a request comes in, we assess it and see if it needs immediate dispatch or if we can proactively troubleshoot the issue with the tenant. There are many common repair requests our team is trained on how to troubleshoot. If the issue needs to be fixed, and can not be resolved by our team troubleshooting the issue, we assign the work order to one of our preferred vendors. We utilize third-party vendors/independent contractors for all work. We make sure the cost of the repair is fair and that the work was completed satisfactorily. The management agreement allows us to approve any repair under $300, without having to bother our clients for their final approval. Larger repairs over $300 require owner approval, so we will contact the client in those cases. Exceptions to the $300 approval rule include emergency maintenance and habitability issues. If we have to act quickly to protect persons or property we will do so, to protect our owner’s best interest.
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