Our Maintenance Coordinators provide a personal and friendly human touch for both you and your tenants. They are available to answer calls from tenants and respond to online maintenance requests. Here is a general overview of how the process works:
- Assess for emergencies: We provide a standard guide for emergencies and ask tenants to call us if their request falls into the emergency category.
- Troubleshoot the request: The coordinator works with the tenant to determine whether it is something they can resolve themselves and what the appropriate next steps are.
- Start coordination: With some exceptions, the coordinator will begin coordinating the maintenance request.
Requests Coordinated by Hemlane
Hemlane coordinates requests that our team has the expertise and experience to assist with from start to finish. In general, we assist with standard maintenance requests submitted by current tenants such as a plumbing leak, a malfunctioning air conditioner, or a broken garbage disposal. You can also submit a maintenance request on behalf of your tenants and we will coordinate it.
Below are the most common request types we receive and whether they are covered. If your issue is not listed, feel free to reach out to our Maintenance Coordinators to confirm whether it is a covered item or service.
Handiwork
Included: Standard requests such as a window latch repair or weather-stripping replacement.
Please note that we must stay within state regulations. For example, jobs in California cannot exceed $500. Jobs over that amount require a general contractor and often your direct involvement.
Interior Plumbing (Including Stoppages)
Included: Toilets, faucets, shower heads, garbage disposals, sinks, and other standard plumbing. Most emergency requests fall into this category.
Interior Electrical
Included: Smoke detectors, outlets, loss of power, built-in lighting fixtures, doorbells, and other standard electrical requests.
HVAC (Heating, Ventilation, and Air Conditioning)
Included: Heat or air conditioning not working properly.
Appliance Repair
Included: Ranges, dishwashers, washing machines, dryers, and other appliances listed on the lease.
Pest Control
One-time or single-incident pest control issues are covered. Recurring pest control services are not.
Mold Remediation (Organic Growth)
If a tenant reports organic growth, we can arrange for a specialist to come out and test, evaluate the cause, and clean if needed. Due to the factors involved, we will always consult with the owner before dispatching.
Routine Maintenance
While Hemlane does not monitor for routine maintenance, we do send out seasonal reminders in our newsletters for upcoming recommended services. We suggest setting up annual and bi-annual services, and we are happy to assist with dispatching once a request has been submitted.
Please note that a separate maintenance request must be submitted for each individual unit for our team to assist.
Requests Not Covered With the Hemlane Subscription
Turnover Between Tenants
Move-out inspections, turnover, make-ready coordination, and repair coordination for vacant units are not included with the Hemlane subscription but are available as an add-on. You can learn more about our Leasing Services.
Newly Acquired Rental Repairs
For recently purchased rentals with a punch list of required repairs, Hemlane treats this as a turnover request. You can learn more about our Leasing Services.
Requests Not Coordinated by Hemlane
When a request falls outside of our covered trades or services, Hemlane will ask you or your dedicated local agent to assist with coordination. Here are some examples:
Turnover Repairs Between Tenants
Move-in and move-out inspections are an important part of the rental lifecycle. Hemlane has created a move-in and move-out inspection template that can be used as a checklist to help determine what repairs are needed. Hemlane will not coordinate repairs from a previous tenant, as those repairs should be completed before the new tenant takes occupancy.
Rehabs and Major Renovations
This includes structural and foundation requests. Rehabs and renovations typically involve costs well above your maintenance threshold and require significant decision making around budgets and timelines. We recommend that you or your agent be directly involved in these larger projects.
Whole Home Plumbing or Electrical
Similar to rehabs and renovations, whole-home plumbing or electrical projects will exceed your maintenance threshold and require considerable decision making, from selecting the right service professional to determining which walls to open up.
Exterior Painting
Interior painting for ceiling and wall repairs following a leak is something we are happy to coordinate. Exterior painting is not included as it is discretionary, often a large job, and involves multiple options and decisions that are best handled by you or your agent.
New Roof
Roof repairs are included as they require quick action to prevent further damage. New roofing is not included as it is a significant investment that typically warrants multiple quotes and involves longer timelines, as roofers are often booked a month or more in advance.
When Your Insurance Gets Involved
A standard insurance deductible is $1,000. When a larger event occurs, your homeowners insurance will want to work directly with you to coordinate the repair. Most insurance companies will not work with third parties, which is why insurance-related repairs are not included in our maintenance coordination.
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