Hemlane never wants any surprises when it comes to coordinating maintenance and repair requests. Our goal is to respond to requests as quickly as possible with minimal interaction or direction needed from you. That said, we do need a bit of help upfront to make sure everything is set up for success and our team knows how to handle your requests.
What Is Required to Get Started?
The following required fields will be listed under your Tasks tab in Hemlane.
1. Thresholds and Notes
Hemlane needs to know how involved you want to be in approving estimates and work on your rental property. A threshold gives our team authorization to initiate and approve work from third-party service professionals.
Our average customer has a maintenance threshold of $350 and an emergency threshold of $750. Here is our policy on thresholds:
- Standard thresholds: $150 minimum, $350 recommended
- Emergency thresholds: $500 minimum, $750 recommended
Learn more about repair thresholds here.
For non-emergencies, if a service cost exceeds your threshold, our maintenance coordinators will contact you for additional approval. For urgent matters, or if the threshold is under the recommended amount, Hemlane will have the service professional contact you directly.
Maintenance notes are also important so our team understands the specifics of your property. Here are some examples of what to include:
- Management lockbox location and code, in case of emergency
- Lockout services policy - will you cover a lockout or is that the tenant’s responsibility?
- Tenant maintenance responsibilities - for example, anything under $75 is the tenant’s responsibility
- Location of the breaker box, HVAC system, main water shutoff, crawlspace, and similar
- Appliance inventory including year, make, and model
2. A Verified Bank Account on File
Hemlane has the ability to pay for maintenance and repair services online for select service professionals. Once you approve the amount, we send payment directly to the service professional. For this reason, we need to know which bank account should be used to transfer the funds.
3. An Active Subscription or Free Trial
While you are on a free trial, Hemlane will coordinate a maximum of three maintenance issues so you can experience our coordination service. If your subscription has lapsed, we reserve the right to close any outstanding maintenance requests. Please make sure your Hemlane subscription is active, or that you have enough time remaining on your free trial, to continue receiving maintenance coordination.
What Is Recommended to Get Started?
In addition to the required fields above, here are some recommendations to set yourself up for the best experience:
1. A Registered Tenant on Hemlane
Your tenant should have a registered Hemlane account. You can add them under Tenants and Leases on the left-hand navigation. If a tenant has not accepted their registration invite, our team cannot reach out to them for maintenance matters as we do not have authorization to contact them via email or text.
2. An Updated List of Service Professionals
If you prefer not to use our third-party service professional network, make sure your preferred professionals are added to Hemlane with accurate phone numbers and email addresses. Our team will always reach out to your list first before using the third-party network, so keeping this information current is important.
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- Can I upgrade to the Essentials or Complete package when I'm on vacation?
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