How It Works

You’ll receive a Work Order (WO) with the address, scope, Triage Summary, lockbox code, resident contact, and your Maintenance Coordinator’s info.

Your next steps

• Reply to your Coordinator within 1 hour (same text/email thread) with 2–3 availability windows for the next 48 hours.
• Do not contact the resident—all scheduling is handled by Hometown through the Coordinator.
• Access is via a permanent exterior lockbox; use the code provided in the dispatch.

No-access protocol

• If you can’t gain access, wait 15 minutes, take a timestamped photo, and notify your Coordinator for next steps.

We handle scheduling directly with the resident using the windows you provided. If the resident doesn’t reply within 1 hour, we’ll confirm the earliest window. Once confirmed, we’ll text and email you the details (WO#, lockbox/access, pet notes, special instructions). Do not go onsite until you receive this confirmation.

Your next steps

• Watch for our text/email confirmation with full details.
• Reply the same day to confirm you can make the appointment.
• If you can’t make it, immediately tell the Coordinator to reschedule.
• If we don’t receive your same-day confirmation, the WO may be reassigned to another preferred vendor.

Arrive within the confirmed window. If you’re running late or can’t make it, immediately text your Maintenance Coordinator to reschedule—otherwise the WO may be reassigned.

Your next steps

• Access: Go to the exterior lockbox (code in the WO). Knock, wait 1 minute; if no answer, use the key to enter as authorized. If the key/code fails or access isn’t possible, follow the no-access protocol (wait 15 minutes, timestamped photo, contact Coordinator).
• Locate & verify: Use the Triage Summary to find the issue. Confirm WO details, check for underlying causes, and note brand/model/serial where relevant.
• Document: Capture clear photos/videos of findings (before/after if anything is temporarily stabilized).
• Emergencies: If there’s an active hazard (e.g., gas/electrical risk, active leak), stabilize what’s safe (e.g., shut off water) and call our emergency line: (252) 387-8831, then notify your Coordinator.

Reminder: Phase 1 = diagnosis & quote only. No repairs proceed without written authorization, except for safety stabilization.

Work cannot begin until the property owner approves the quote and you receive written authorization from Hometown (resident approval is not binding). We’ll notify you by text and email when approved.

Your next steps

• Reply within 1 hour on the same thread with 2–3 availability windows for the next 48 hours.
• Proceed only on the approved scope. Any change in scope or price requires a revised quote and written re-approval.

We schedule directly with the resident using your availability. If the resident doesn’t respond within 1 hour, we’ll confirm the earliest window you provided. We’ll send you confirmation (WO#, lockbox/access, pet notes, special instructions). Do not go onsite without this confirmation.

Your next steps

• Confirm same day that you can make the appointment (reply on the same thread).
• Can’t make it? Immediately notify the Coordinator to reschedule.
• Most residents prefer to be present. Please share timing only (not diagnosis/costs) and arrive within the window.

Arrive within the confirmed window. If you are late or unable to attend, please immediately text the resident on the confirmed thread and notify the Coordinator; otherwise, the WO may be reassigned.

Your next steps

• Access: Use the exterior lockbox (code in WO). Knock, wait 1 minute; if no answer, use the key as authorized.
• Protect & perform: Protect work areas, follow code, and complete only the approved work.
• Document: Capture before/after photos and note model/serial numbers when relevant.
• Verify & clean: Test for normal operation and leave the area clean.
• Scope changes: If you find additional issues or costs, pause and send a revised quote for written approval before proceeding.