Hemlane wants to make sure you are updated on maintenance requests as appropriate. Updates are sent based on who you are and what the update is.
When Do Tenants Receive Email Updates on Maintenance Requests?
Tenants receive email updates in the following situations:
- Immediately when a maintenance request is opened and the tenant is added to the request
- Immediately when a comment or photo is added to the request, unless it has been hidden from the tenant
- When a work order is opened or completed, tenants receive a status update by email
Please note that tenants cannot view work order details or conversations. The work order interface and its conversations are only between the property owner or manager and the service professional.
When Do Owners and Managers Receive Email Updates on Maintenance Requests?
The first thing to determine is whether the owner or manager is the Coordinated By contact. You can view this person on the maintenance request.
Coordinated By Contact
The Coordinated By contact receives real-time email updates:
- Immediately when a maintenance request is opened
- Immediately when another user updates the request, such as the tenant or another property representative
- Immediately when a work order is opened
- Immediately when a work order is updated
All Other Owners and Managers
All other owners and managers, listed under Others on the request, receive an email when a maintenance request or work order is opened. They also receive summary emails of the conversations on the request, including conversations between the Coordinated By contact and the tenants, and between the Coordinated By contact and the service professional.
The frequency of these summaries can be set to daily or weekly in your notification preferences.