Our Maintenance Coordinators provide that personal and friendly human touch that you want to provide your tenants. They are available to answer calls from your tenants and reply to online maintenance requests. Here is a general process:
Assess for emergencies: We provide a standard guide for emergencies and ask tenants to call us if their request falls into the Emergency Requests section.
Troubleshoot the request: The coordinator will troubleshoot with the tenant to determine if it’s something they can fix and/or what are the next steps.
- Start coordination: With some exceptions, they will start to coordinate the maintenance request.
Requests coordinated by Hemlane
Hemlane only coordinates requests that our team has the expertise and experience to assist in end-to-end. In general, we assist with standard maintenance requests submitted by your current tenants, such as a plumbing leak or clog, the air conditioner is not cooling, and the garbage disposal is broken. You can also submit a general maintenance request on behalf of your tenants and we will coordinate it. Below we have detailed the most common requests we receive and specified if they are covered. If your issue is not listed below, feel free to touch base with our Maintenance Coordinators to see if it is a covered item or service.
Included: Standard requests, such as a window latch repair or weather-stripping replaced.
Keep in mind that we need to stay within state regulations. For example, a job cannot be over $500 in California. For jobs over $500, they require a general contractor and often your assistance.
Interior Plumbing (including stoppages)
Included: Toilets, faucets, shower-heads, garbage disposals, sinks, and other standard plumbing. Most emergency requests fall in this category.
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.
Included: Ranges, dishwashers, washing machines, dryers, and other appliances listed on the lease.
While one-time or single incidence Pest control issues are covered, we do not handle recurring pest control services.
Mold Remediation (Organic Growth)
If the tenant reports Organic Growth (we don't mention Mold in writing unless confirmed by specialist), we can definitely arrange to have a specialist come out to test, evaluate the cause and clean if needed. There can be many factors involved so we will always touch base with the Owner on this before dispatching.
While Hemlane does not monitor for routine maintenance, we do send out seasonal memos in our newsletters to remind our clients of upcoming recommended services. We suggest that you have annual and bi-annual services set up but we are more than happy to assist with getting routine maintenance assigned and dispatched once the request is submitted.
Please note: You will need to submit a maintenance request for each individual unit for the specific service needed in order for our team to assist with dispatching.
Requests not covered with the Hemlane subscription
Turnover between tenants
Move-out inspections, turnover, make ready, and repair coordination of vacant units are not included with the Hemlane subscription but are available for purchase as an add-on. You can learn more about our Leasing Services.
Requests not coordinated by Hemlane
When a request is in a trade or that we do not cover, Hemlane will ask you or your dedicated local agent to assist with the coordination. Here are some examples of what is not covered:
Rehabs and major renovations
This exception category includes structural and foundation requests. Rehabs and renovations typically require decision making that will go way over your maintenance thresholds in Hemlane. We recommend that you are involved in these larger projects to make sure you are satisfied with budgets and timelines. Your agent may also be able to manage these projects, although it is not common with local agents and managers.
Whole home plumbing or electric
Similar to rehabs and renovations, these whole house projects will go over your maintenance threshold and require quite a bit of decision making, from selection of the service professional to which walls to go into.
Interior painting is often needed for ceiling and wall repairs after leaks and we are happy to coordinate this for you. Exterior Painting, however, is not included as it is discretionary and often a large job with multiple options or exceptions needing to be made. This should be handled by someone who can make the needed decisions, such as you or your agent.
Roof repairs are included as it requires quick action to repair before a leak occurs. New roofing is not included as it is an expensive project that you would want to get multiple quotes for and usually takes quite a long time to complete as Roofers are notoriously booked out a month or more.
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, the homeowner, to get the repair fixed. Most insurance companies will not work with third parties, which is why we do not include it in our maintenance coordination.