What does maintenance process look like?

Our Maintenance Process

1. Work Order Submission

Residents submit maintenance requests through their online portal. We request photos and a detailed description of the issue to help us diagnose it accurately.

2. Initial Review & Troubleshooting

We review the request and determine the type of issue.
If it’s something we have troubleshooting steps for (e.g., breaker reset, disposal reset), we send instructions to the resident by email.
If we need additional details or photos, we immediately request them.
For non-emergency requests, if we don’t hear back, we follow up the next day to check if troubleshooting resolved the problem. If not, we may walk the resident through it over the phone.

3. Assigning a Vendor

If troubleshooting doesn’t resolve the issue, we dispatch the work order based on your preferences:

Preferred Vendor on File – We’ll send to your vendor.
Home Warranty – We’ll submit a warranty request.
Otherwise – We’ll assign to one of our vetted vendors or in-house handyman.

Landlords receive an automated email with the work order description and vendor assignment. Please note: at this stage, we don’t yet have updates until the vendor makes contact. Unless you want to change the assigned vendor, we ask that you wait for us to reach out if authorization is needed.

4. Vendor Scheduling & Follow-Up

We follow up with both the vendor and resident the next business day to confirm scheduling.

If the vendor hasn’t made contact within 48 hours (after call/text/email attempts), we reassign to a new vendor and notify the resident.

5. Authorization & Repairs

Vendors call us from the property if the repair will exceed the pre-set authorization amount. We then reach out to you for approval.
If under the threshold, the work is completed immediately.
Vendors typically send invoices within 1–2 weeks, which we upload to your file for review under “Bills.”

6. Resident Responsibility

If the issue is resident-caused (e.g., flushing wipes, bottle cap in disposal, breaker reset), the tenant is charged. The lease clearly defines what falls under tenant vs. landlord responsibility. Safety/liability items (e.g., changing a 9ft+ smoke detector battery, trimming tall trees, light bulb in 12ft ceiling, etc.) remain the landlord’s responsibility.

7. High-Cost Repairs & Quotes

If costs exceed the authorization threshold, we’ll contact you for approval. Upon request, we can gather additional quotes depending on urgency and severity.

8. Home Warranty Limitations

If a home warranty cannot dispatch within 48 hours for urgent issues, we’ll contact you to discuss alternative vendor options.

9. Emergencies

Emergencies (e.g., no AC, no heat, no hot water, active leaks, backups, anything affecting habitability) are handled immediately:

We send troubleshooting steps and dispatch a vendor right away.
Under Arizona law, landlords must maintain habitability. If the home is uninhabitable, residents may be offered temporary lodging with rent credits.
If a resident stays in a hotel, the landlord is liable for rent/30 plus a 25% per diem. In these cases, using a faster vendor may prevent higher costs than waiting on a warranty.

10. A La Carte Owners

If you’ve opted to handle your own maintenance (our A La Carte service), your process is different.

For more details on our maintenance process and policies, please refer to our Owner Handbook: https://www.aloepm.com/owner-handbook.