Maintenance and Property Inspections

Maintenance & Repairs

• How are maintenance requests submitted?

  Residents typically submit maintenance requests through the tenant portal. They can also call in requests when needed.

• Do you offer after-hours or emergency maintenance support?

  Yes. We provide 24/7 availability for emergency and after-hours issues.

• What is considered emergency maintenance?

  An emergency is any issue that poses an immediate threat to tenant safety, could cause significant property damage, or could worsen rapidly if not addressed promptly. Emergencies are prioritized and handled immediately.

• How quickly are maintenance requests addressed?

  Requests are acknowledged quickly—typically within one hour and often within minutes. Our team reviews, triages, and routes work orders promptly to determine next steps.

• How are maintenance requests prioritized?

  Requests are assigned a priority level based on urgency and impact. Prompt response supports tenant satisfaction, protects the property, and often reduces long-term repair costs.

• Who coordinates maintenance and repairs?

  Our maintenance coordination team handles dispatching vendors, communication, follow-ups, and resolution. Owners do not need to coordinate repairs directly.

• Do owners need to approve repairs before work is performed?

  For routine and minor maintenance, we typically do not request approval. We use professional judgment, act in the best interest of the property, and can explain the reasoning behind each repair.

• Is there a spending limit for repairs without owner approval?

  We typically authorize repairs up to $500 without prior owner approval. If a repair is expected to exceed $500, we contact the owner for approval whenever reasonably possible. In urgent situations, we may authorize repairs needed to prevent damage, maintain safety, or preserve habitability.

• Do you use in-house maintenance or third-party vendors?

  We do not use in-house maintenance. We use qualified third-party vendors—primarily local small businesses—who meet our standards for responsiveness, professionalism, and workmanship.

• Are vendors licensed and insured?

  Yes. Vendors must carry proper licensing and insurance.

• Can owners use their own preferred vendors?

  We typically do not use owner-provided vendors because our preferred vendors are integrated with our systems and service expectations. If an owner requests a specific vendor, they must complete our vetting process and meet all requirements for licensing, insurance, responsiveness, and compatibility with our process.

• How are maintenance costs handled and paid?

  We typically maintain a $500 maintenance reserve on the owner’s account. Reserve funds are used to pay for repairs as needed. Once rent is collected, the reserve is replenished and remaining proceeds are distributed to the owner.

• How are maintenance costs documented?

  All maintenance costs are itemized on the owner statement, and invoices are included for transparency.

• How do you handle emergency maintenance after hours?

  After-hours work orders are triaged immediately. If it’s a true emergency, we dispatch a vendor right away to address the issue and prevent escalation.

• How do you ensure repairs are completed properly?

  We review invoices and details to confirm the issue was addressed. If something appears incomplete or questionable, we follow up with the vendor for clarification or corrective action.

• What happens if damage is caused by the tenant?

  Tenant-caused damage beyond normal wear and tear is the tenant’s responsibility. We document the issue and pursue reimbursement when appropriate.

  For guidance, see: Wear and Tear vs. Damages (PDF)

• How do Colorado Warranty of Habitability laws affect maintenance and repair decisions?

  Colorado’s Warranty of Habitability laws require certain conditions to be maintained and outline repair timelines and procedures when habitability issues are raised. Because of these legal requirements, there are situations where repairs must be completed promptly to remain compliant. If a repair is necessary to maintain habitability, we may authorize and complete the repair without prior owner approval to reduce legal exposure and protect the property. Owners receive documentation and details for any work performed.

Inspections & Property Condition

• What types of inspections do you conduct?

  We conduct inspections designed to monitor condition and reduce long-term risk, including mid-lease inspections, pre-renewal inspections, and move-in condition documentation. We also offer optional third-party inspections for owners who want a formal written report.

• When is the initial move-in inspection performed?

  After repairs and professional cleaning are completed—and before the tenant takes possession—we perform a high-detail inspection. We document condition with extensive photos and 360° imaging to capture the home’s baseline condition.

• Do you conduct routine or periodic inspections during the lease term?

  Yes. We perform a mid-lease inspection and an inspection prior to renewal. These help identify preventative maintenance needs, lease violations, and condition concerns early.

• How often are inspections performed?

  Inspections are generally performed:

  • Midway through the lease term
  • Prior to lease renewal

  Additional inspections may be completed if concerns arise or if an owner elects optional inspection services.

• What is the purpose of routine inspections?

  Routine inspections help identify maintenance needs early, reinforce tenant accountability, reduce surprise repairs, and protect the long-term value of the home.

• Do owners receive inspection reports?

  Standard walk-through inspections do not include a formal written report. If an owner wants a detailed report with written findings and photos, we offer optional third-party inspections for an additional fee.

• Are photos or videos included with inspections?

  Yes. The move-in inspection includes extensive photos and 360° documentation. Optional third-party reports include photos. Routine walk-through inspections focus on verifying overall condition rather than producing detailed media reports.

• What happens if an inspection reveals a lease violation or damage?

  We address issues promptly. Lease violations result in appropriate notices and a required correction timeframe. Damage is documented and handled based on responsibility.

• How do you differentiate normal wear and tear from damage?

  Normal wear and tear is the expected deterioration from ordinary use. Damage is harm or misuse beyond ordinary use. We evaluate this case-by-case using documentation, photos, and the move-in baseline.

  For written guidance, see: Wear and Tear vs. Damages (PDF)

• How do you account for the lifespan and depreciation of items like appliances, paint, and carpet?

  Many property components (appliances, flooring, paint, carpet) have a defined useful life. When damage occurs, tenant responsibility is calculated based on the remaining useful life—not full replacement cost. This ensures charges are fair, consistent with common industry standards, and aligned with legal expectations by distinguishing normal depreciation from tenant-caused damage.

• How are tenant-caused damages handled when discovered?

  If tenant-caused damage is identified, we coordinate repairs and charge the tenant where appropriate (excluding normal wear and tear). We maintain documentation to support any tenant charges.

• Can owners attend or request inspections?

  Inspections are performed solely by our team or the inspector. This supports consistency, reduces disruption, and keeps the process objective and efficient.

• What happens if a tenant refuses access for an inspection?

  Refusal to provide access is a lease violation. We serve appropriate notice and proceed as allowed under the lease and applicable law.

• How do inspections help protect my investment?

  Inspections allow us to identify issues early, enforce lease compliance, reduce long-term costs through preventative maintenance, and maintain the overall condition and value of the property.