Hemlane wants to make sure you are updated on maintenance requests as appropriate. Updates on maintenance requests are sent based on who you are and what the update is.
When do Tenants receive email updates on maintenance requests?
- Immediately when a maintenance request is open and the tenant is added to the request.
- Immediately when a user updates the maintenance request and does not "hide from tenants".
- Immediately when a work order is opened.
Tenants do not receive updates to work orders and cannot view work orders. The work order is only between the property owner/manager and service professional.
When do Owners and Managers receive email updates on maintenance requests?
The first question to ask is if the owner or manager is the "Coordinated By" contact? You can view who this person is:
For the "Coordinated By" contact, they receive email updates on maintenance requests:
- Immediately when a maintenance request is open
- Immediately when another user updates the maintenance request (tenant or another property representative)
- Immediately when a work order is opened
- Immediately when a work order is updated
For all other owners and managers (listed under Others in the above screenshot), they receive daily updates typically. Here is a quick summary on when emails are sent to them to update them on maintenance:
- Immediately when a maintenance request is open
- Immediately when a user updates the maintenance request and clicks "hide from tenants"
- Daily to provide a summary of all conversations between the "managed by" and tenants contacts under the service request
- Immediately when a work order is opened
- Daily to provide a summary of all conversations between the "managed by" and service professional under the work order