We work with service providers who provide good reliable service at a fair price.

With all service providers, we work diligently to deliver the best value for our clients. Value is a blend of skill, price and reliability. We negotiate discounts with service providers whenever possible and pass those discounts on to you. We do not receive undisclosed revenue to our company (kickbacks, ‘early payment discounts’, etc.) from repairs or maintenance in any way so you can trust that you are getting good pricing.

We ask that you invest in good repairs done right, invest in making appropriate upgrades in your property over time and invest in the good will of the resident relationship. These investments do pay off. Please don’t assume the resident is breaking things unless we get proof of this. Please don’t assume agreeing to make repairs at your property will embolden the resident to ask for even more repairs. Trust us to manage residents' expectations and costs for you. Please accept that repair costs under 15% of annual revenue over the long run is an appropriate and successful standard.

We ask that you support our need to operate efficiently. We are striving to offer the most competitive management rates to you. Working through a home warranty, using service providers outside of our network, obtaining unnecessary second opinions or unneeded multiple bids often negatively impacts Resident relations, increases our costs and often negatively impacts relationships with quality service providers.

We ask that you think long-term about maintenance. Patching a roof, for instance, for $1800 when the entire roof needs replaced only increases your costs in the long run.

Our standard for approving maintenance requests is to meet any reasonable expectation a quality resident has of the home. This includes things like having screens on all opening windows at the property, having two garage remotes for a two-car garage, side access gates shutting and latching smoothly, etc.

We commit to being responsive to all maintenance requests and to use reasonable care and professionalism in the selection and coordination of service providers for your property.

Maintenance requests (work orders) are processed in this manner: 1. Request is received 2. Troubleshoot by phone with the Resident if possible and/or defer if appropriate, 3. Send a handyman, if possible, at a lower hourly cost or licensed contractor if appropriate ($89 - $160/hr.), 4. Ask service professionals to report back if resident neglect/abuse/misuse caused the needed repair and bill the resident if applicable.

To avoid surprising you we will usually try to call you to discuss repairs over $350. If we do not reach you or if circumstances necessitate urgent action, we will use the authority given to us in the management agreement to authorize an appropriate repair. We are looking for your support to get A/C or heat or hot water restored in 48 hours or less if it goes out. If you have a home warranty and they cannot meet this time frame we will dispatch another service provider that can.

The only confirmation you may receive that work is completed is the charge displayed on your owner statement and the published invoice in your owner portal. If you never see a charge for a requested repair it may mean we were able to troubleshoot over the phone, the resident never scheduled with the assigned service provider, a service provider was dispatched but the repair was so simple they never billed for their time, the item was under warranty from a previous repair, etc.

If a property becomes uninhabitable until a repair is made, the law provides a rent credit to residents equal to 1.25 times the daily rental rate. You will need to support us in providing this to your residents upon request if they do not have A/C or hot water or if there are other significant repairs going on that make it difficult or unsafe to live in the property.

We do not expect service providers to provide free estimates for work except for painting, flooring installation and landscape installation.

Urgent weekend and after-hours service calls typically require a premium to be paid for the service call.

Residents are expected to report any obvious signs that something is wrong with a repair. Service professionals are also expected to stand behind their work according to reasonable commercial standards.

We do not visit properties in person to view maintenance issues before processing them. We also do not troubleshoot maintenance issues at a property visit (including irrigation timers, A/C thermostats, etc.)

We do not require before and after photos from service professionals for work done at the property.

We pay invoices received promptly upon receipt as soon as funds are available in your account. We do not request invoices or follow up with reminders to service providers for invoices not submitted. Because of this, if a service provider invoices slowly, you may not see a bill for a repair until 30 or more days after the repair is made.

We require owners to repair or replace appliances that are present in the home when a resident moves in. This includes repairing and replacing icemakers if they fail. Doing so helps retain good residents longer and it can help rent the property out more quickly when vacant. If you do not want to fix it, it is best to remove it.