Hemlane's Rental Assistant service is designed to provide owners and property managers with dedicated support in managing tenant communications within the Hemlane portal. Rental Assistant is included in the Complete package and is not available on Legacy packages.
What Is Included in the Rental Assistant Service?
Rental Assistant helps you step back from daily tenant messages and questions. Our team assists in handling various tenant communications between 7am and 4pm PT, Monday through Friday, excluding federal holidays.
Examples of communications we assist with include but are not limited to:
- Addressing noise complaints
- Managing HOA violations
- Clarifying lease terms
- Responding to rent-related questions
- Discussing tenant responsibilities
Please note that while we facilitate these interactions, we are not property managers or legal advisors. Our team acts based on your directives and follows your instructions on how to handle specific situations.
What Can I Expect as an Owner or Property Manager?
Here is an example of how Rental Assistant works for an active tenant communication. Owners and managers can view all Hemlane communications with tenants through the Tenants and Leases tab.
When a tenant submits a message in the Hemlane portal:
- Your Rental Assistant coordinator will receive and review the message.
- If needed, your coordinator may reach out to you directly with questions or for clarification. This communication will be kept separate from the tenant-facing conversation.
- Your coordinator will reply to the tenant on your behalf.
What Are the Benefits of Rental Assistant?
- Efficient Communication: Our team manages tenant outreach for you, reducing the stress of day-to-day property management by handling issues like noise complaints, HOA violations, and lease questions.
- Financial Impact: Save money, reduce turnover times, and maintain consistent cash flow. Rental Assistant can save up to $250 per noise complaint incident, increase lease renewals by up to 15% through improved tenant satisfaction, and save hundreds annually in administrative time and costs.
- Enhanced Tenant Satisfaction: Timely responses and consistent communication help foster better tenant and landlord relationships, which can lead to higher tenant happiness and improved retention rates.
Communicating With Your Rental Assistant Team
Each tenancy under Rental Assistant gives you the ability to communicate privately with a Rental Assistant coordinator directly from the Messages section of any tenant group. Messages default to being visible to both the tenant and the Rental Assistant team.
If you would like to send a message that is only visible to your Rental Assistant coordinator and not the tenant, use the "Visible to" dropdown menu and select Rental Assistant Only.
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