Process

How to Get Started

Professional maintenance management will elevate your organization in the eyes of your clients, investors, and tenants. Handyman On Demand performs as a separate, but integral member of your team. Because we follow your policies and procedures, our tenant interactions create the appearance that you are handling the maintenance management internally.

Here's how we get started.

Discovery Call

Our first step is to schedule a Discovery Call. Click the link below to open our calendar. Schedule a date and time that works for you and your team. Once scheduled, you can invite additional team members to the call. This allows everyone to ask questions and understand how Handyman On Demand will benefit your organization.

Building Your Property Database

Every property in your real estate portfolio is unique. Often there are different owners, property managers, on-site managers, and maintenance managers. For this reason, we create a unique database record for every unit in your property inside our cloud-based software, POWERtoolsTM. The most important part of this database is to be sure that every maintenance invoice can be tracked back to the correct property. This also allows us to capture maintenance activity and history by unit, show any recurring trends, and show how some maintenance tickets are interrelated. Depending on your account size, the Property Database stage can take a few hours to a couple of weeks, but getting started is as simple as providing us with an Excel or Google Sheets csv file that includes each of your units. This can quickly be done by printing a report from your property management software.

Building Your Preferred Maintenance Contractor Database

We are a maintenance management and coordination company and not a licensed contractor. We are on the front line of every work order. So we must eliminate any conflict of interest and the perception that we are in some way profiting from the contractors we dispatch. For this reason, we only dispatch contractors you have approved in advance. We call them your preferred maintenance contractors. Building your preferred maintenance contractor database inside POWERtoolsTM is as simple as providing us with an Excel or Google Sheets csv file that includes basic information on each of your preferred contractors. Again, this can easily be done by printing a report from your property management software.

Verification of Contractor Credentials

Every contractor and their employees who walk on to your properties, perform any work, or interact with your tenants exposes your properties, investors, clients, and corporate officers to legal and financial risk. While you can't prevent every accident or eliminate every possible exposure, you can mitigate that risk with professional-level contractor document management. Before any contractor is approved to receive work orders, we collect current and active contractor licenses, workers' compensation insurance policies, workers comp exemption affidavits, and commercial general liability insurance policies. No contractor ever sets foot on your property unless they have been vetted by us and approved by you. To avoid paying unnecessary taxes and penalties for improper IRS 1099 filings, we collect and hold on file the proper IRS W9 forms on every preferred contractor in your preferred contractor database. Every A/P posting transmittal includes a contractor's complete document set that can easily be referenced by accounting, management, clients, or investors.

Select Your Designated Approver Team

Your Approver Team typically consists of two different members of your organization. Although, in smaller organizations, these two approvers can be the same person. The objective of this module is to have necessary and important financial checks and balances before final payment is processed to the contractor. The first approver may be a maintenance manager, maintenance engineer, or property manager. This person is responsible for reviewing work orders and contractor bids and deciding whether to approve them and proceed with the work. The second approver may be a controller, accounting manager, corporate officer, or even a client/investor. The second approver is responsible for reviewing the final contractor invoice package and either rejecting or approving the package before submitting the package to Accounts Payable.

Document Your Policy and Procedures

We aim to identify and document how maintenance work orders should be handled under different situations according to your policies. For example, all plumbing-related tickets are sent to a preferred plumbing contractor. Or work orders that are expected to exceed a specific invoice threshold may require multiple bids from different contractors. You may also want the resident manager or property manager to be copied on all maintenance activity even though they may not be part of your Approver Team. We also identify how different types of maintenance tickets are handled. For example, emergencies obviously have a more urgent priority over regular maintenance work orders. You may give us instructions to either approve a provisional work order or contact someone on your team after hours. The ultimate goal is to give us guidelines to follow just like you would in your organization.

Source New Contractors if Needed

In some cases, service gaps exist where a maintenance contractor has not been identified for specific trades. Waiting until an emergency occurs before finding a contractor can drive up costs by compromising your decision process. Handyman on Demand has recruited, interviewed, and sourced over 5,000 contractors. If additional providers are needed to support your property, we’ll make local recommendations for you to review.

Design/Build Your Custom Maintenance Web Page

We give you the option of either embedding a custom HTML maintenance request form on your company website, or we will build a mobile-friendly maintenance web page for each of your properties. The page includes a form for submitting maintenance requests, and when submitted, instantly displays in our call center. We have internal procedures in place to identify emergencies (safety, security, habitability, smoke, water, etc.) to make sure real emergencies are given the highest priority over regular maintenance issues.

Design/Build Your Internal Maintenance Work Order Form

Having a way of capture a tenant maintenance request is important, but we also provide you with an online form to create management generated work orders. This is important when property managers find issues during on-site inspections or when scheduling return-to-service work during a vacancy. 

Accounting Software Integration with Your A/P Staff

After your Approver Team approves an invoicing package as "OK to Pay," all the invoices are suspended as a batch until the last approver transmits the batch to your accounting A/P staff as a csv file. This allows your A/P department to upload the A/P postings in bulk in a format compatible with the top 16 property management accounting software programs.

Launch

After some pre-launch validation testing, it's time to notify your tenants and residents of your new maintenance procedure. We can assist with this communication.