Homeowner Maintenance FAQs
Q: What’s an NTE?
A: NTE stands for “not to exceed.” An NTE is a tool used to help control costs and manage maintenance work. Establishing NTEs sets a cap or maximum amount for certain types of repairs.
Q: How do NTEs help me?
A: Through our expansive contractor network and years in the industry, Renters Warehouse Maintenance tracks and documents national averages costs for all types of maintenance work. This comprehensive data serves as a guideline on what to expect various repairs to cost, providing an efficient way to control maintenance spend.
Q: How does it work?
A: Each service category such as plumbing, electrical, HVAC, has an NTE that allows a contractor to perform work on your home up to that specified amount if you opt into the NTE amounts. The benefit to you is that it enables important repairs on your property up to that amount without having to bother you for approval. Plus, it lessens the time that tenants have to wait for a repair.
We continually work with our contractors and operations managers to reduce both maintenance cost and NTEs.
Q: Does that mean that I will be charged that full amount on each work order?
A: No. The NTE speeds up the repair and maintenance process for you. You will be billed the actual amount of work — parts cost plus hourly labor. On average, work orders are between 20-40% lower than the NTE amount.
Q: Am I automatically enrolled in NTEs?
A: No, you must opt-in to participate NTEs. You do have the flexibility to enroll into ALL services or an A LA CARTE option in which you can select specific services. For your convenience, we recommend the ‘ALL’ services, but it is just as easy to opt-in to only your preferred services. TO OPT-IN, Simply: Log into your portal and locate the “NTE Management” tab. Click on the ‘NTE Management’ selection.
ACCEPT ALL: If you would like to opt-in to all categories for NTE
- Click on the ‘Accept All’ option in the upper right-hand corner of your screen.
YOUR CHOICE NTE – A LA CARTE: If you want to select only certain categories
- Click on ‘Accept’ for any categories you would like to incorporate into the NTE limits.
- For any categories you do not want to have an NTE, simply click on the ‘Decline’ button for that category.
- Click ‘Save’ when you have completed your selections.
- Your selections will then be managed to those NTE amounts.
Q: What happens when I opt-in to the NTEs?
A: Your property maintenance becomes much easier, and your tenants will appreciate the fast response times. Any work order that you or a tenant places on your property would be automatically dispatched and approved if the vendor’s quote is below that amount. The benefit is that you do not receive numerous approval phone calls, emails, or texts, AND the work order is done quicker.
Q: What happens if I opt-out of NTEs?
A: If you “opt-out” of NTEs, you will be contacted prior to any dispatch of vendors on every maintenance request created for your property. Additionally, no charges will be accrued until you as the owner gives approval to send a vendor.
Please note, in emergency situations, you will also be contacted and given a timeframe for response before Renters Warehouse will dispatch to remedy the situation.
Q: What if I want to work with local vendors that I know?
A: Renters Warehouse Maintenance uses an expansive Affiliate community of contractors, however, we can onboard other vendors to be a part of our network. Our Affiliate network enables contractors to benefit from increased business through more maintenance requests, plus benefit from our $50 million indemnification on all maintenance-related work.
Q: What happens after a maintenance request is complete?
A: You will have access to view the completed work and invoice once submitted in the portal. The portal provides all details of the work such as:
1. Before and after photos of the service
2. GPS and geo-fencing technology that the contractor actually performed the service onsite
3. Tenant satisfaction rating of the service. Renters Warehouse Maintenance will follow up on any service rated poorly to confirm the repairs were completed properly before processing the invoice.
4. If the maintenance request has been identified as a possible tenant caused issue
Q: How do I keep current on maintenance requests? What types communications do I receive?
A: Easily be on top of all developments by opting into communication’ in your portal.
This sets your account to receive notifications regarding maintenance requests. Should you change your mind later, you can opt-out via the portal. All users may receive phone calls about work orders as well.
Q: What about emergency maintenance requests? What happens?
A: If we receive an emergency maintenance request (water damage, lost heat, etc.), we will immediately call you for approval. If you already have opted into NTEs, we will dispatch a vendor and have the work completed.
If we do not receive approval from you in a timely manner, and it is an emergency, we will make our best judgement call and dispatch a vendor if necessary.
Q: Will I get charged for every maintenance request?
A: Initially, yes. After the request is complete, we go through the invoices to determine what could be tenant damage. If it is a tenant-caused issue, we will charge the tenant on their next billing cycle. If for some reason the tenant does not pay, we’ll deduct from their security deposit.
Q: How do my tenant or I place a maintenance request?
A: We can take a work order two ways:
1. Go to the portal located at http://renterswarehouse.com/maintenance-request-form and select either “Tenant” or “Homeowner.” You will then be able to log in and input your request.
2. Call your local office or 1-855-845-0771 to speak with the Renters Warehouse Maintenance Team.
Q: Can I see the progress of my maintenance request?
A: Yes. Your portal will have a listing of all work orders and their progress. They will have a status on progress of the request. You can also view updates in the communication section of the maintenance request as well.
Q: Who do I call after hours?
A: We are open to take your calls from 7 am central time to 7 pm central time. However, you can submit any requests (regular or emergency) 24/7 via the portal http://renterswarehouse.com/maintenance-request-form OR you can call our after hours emergency maintenance line at 1-888-744-8299 for emergency requests.
Q: I own several properties and will not have time to manage all these details. Can you help oversee maintenance?
A: Absolutely. Call us at your local office or 1-855-845-0771, and we can talk about your options to select NTEs, communication and a point of contact to manage these decisions for you.
Q: I did not receive any portal login information. Can you send one to me?
A: Sure! Please contact your local office or 1-855-845-0771 for assistance.
Q: I forgot my portal password, how do I get a new one?
A: You can simply go http://renterswarehouse.com/maintenance-request-form, select “Homeowner” and click on ‘FORGOT PASSWORD’ to help set up a new one for you.
Q: I am not sure I want to sign up for the Maintenance Program just yet.
A: Let us do the heavy lifting for you. Our Renters Warehouse Maintenance services manage the whole process for you so you can focus on more important things. You receive a wealth of property management benefits including leveraged pricing of products and services, $50 million risk indemnification, real-time services validation, easy invoicing, and data for your properties consolidated in one place to ensure quality and cost efficiency.
If you prefer to use your own vendors or do the maintenance work yourself, we ask you notify Renters Warehouse that you are managing your own work orders so we can document and notify the tenant.