We've made some important changes to maintenance. All in the name of faster resolution times, which in turn prevent vacancies and promote timely rent collection; including a new Resident concierge, and changes to vendor dispatching and insurance claim handling. Read to see what’s new.
- New Maintenance System
- Not-to-Exceed Threshold Limits - Minimum of $175.00
- Preferred Vendor Limitations
- Retail Home Warranty Services
- Homeowner's Insurance Claims
Maintenance System - Latchel
We’ve partnered with Latchel, a concierge service, to speed up troubleshooting when maintenance is required at your home. We are discontinuing the use of Property Meld.
Your Residents now have access to the Latchel Concierge for support & troubleshooting via phone, text, and an online portal, giving them more visibility into the progress of their issues, right up until resolution.
The concierge focuses on self-solving issues first, and will guide your Resident through self-solve solutions if appropriate before dispatching a vendor. 24/7 phone support for emergencies continues to be available.
What’s changed for you: Not much! But you may notice some different-looking email notifications from us when Residents submit a maintenance request.
Minimum Not-to-Exceed Thresholds of $175
This threshold indicates to Great Jones the price point at which you are comfortable paying for repair work without delivering explicit approval.
We’ve seen that work items costing less than $175 are almost always approved, and yet those same items requiring explicit approval tack on additional, unnecessary delays to the maintenance resolution process.
What’s changed for you: If you set your threshold below $175, it will be raised to $175. This means you will no longer be expected to provide approval for maintenance work items costing less than $175.
If you’ve opted to handle all of your own maintenance, nothing will change for you.
Preferred Vendor Limitations
We will always dispatch the most readily available & qualified vendor for the job and not necessarily the one you may have referred to us.
By using availability as the primary factor, we can better balance the need to quickly respond to maintenance issues while maintaining service quality & affordability.
We’ve made significant investments in expanding our vendor network and improving our dispatching process, increasing our vendor reach by as much as 125% in some markets.
What’s changed for you: If you previously requested Great Jones use specific vendors for your home, you will start seeing the most immediately available vendor in our network servicing your home.
Retail Home Warranty Services
All home warranty claims must be handled by the warranty or claim holder directly. Great Jones will not be processing these on behalf of the owner.
Warranty claims are most efficiently processed directly with the policy-holder themselves because these companies almost exclusively prefer to work with policy-holders directly, and any authorization and payment roadblocks result in unnecessary delays in issue resolution.
What’s changed for you: If you previously asked Great Jones to handle warranty for additional coverages purchased from 3rd party providers, you can now expect:
- Great Jones will notify you any time a maintenance issue is identified on a warrantied product in your home, including the resident contact information for appointment cooridination.
- You must then work directly with the warranty company to resolve the issue and let our team know when the service has been confirmed/completed.
This policy change does not apply to new construction builder’s warranties; we will still process those claims on your behalf.
Homeowner's Insurance Claims
Insurance claims must be handled by the policy-holder directly.
Insurance companies almost exclusively prefer to work with policy-holders directly, and any authorization and payment roadblocks result in unnecessary delays in issue resolution.
What’s changed for you: If you previously asked Great Jones to handl insurance claims, you can now expect:
(1) Great Jones to notify if a potential claim arises — you must then work directly with the insurance company to resolve the issue.
(2) Great Jones to coordinate access to your home between your Residents and your insurance adjuster.