How are maintenance requests handled?

Your residents can report a problem any hour of the day by submitting a maintenance request through their portal. Every request gets triaged, diagnosed, and documented by Lula at no cost to you. From there, you choose how to proceed by choosing one of the two options:

1. Handle it your way. Fix it yourself, send your own handyman or preferred vendor, or file a claim with your home warranty. The diagnosis, photos, and your resident's availability all come with it.

2. Send a Lula Pro. Lula assigns a pro from their managed network, schedules the visit, and reports back as the work moves along. Rates come from the catalog, and Lula is accountable for the result.

Lula Provides a competitively priced catalog with hundreds of common jobs, so you can review it upfront before deciding whether to use a Lula Pro or handle it yourself. Trip fees are also defined upfront. Anything outside the catalog is billed at a set hourly rate. Progress on work orders can be tracked in your portal, and both residents and owner have access to the 24/7 Lula line at 1-833-HiNomad ((720) 223-1601). 

In the event of an emergency, your tenant can submit an emergency maintenance request through the portal or they can call the 24/7 line.

Once an emergency request is submitted, a Lula Pro will call the tenant to help them triage over the phone and try to contain the situation over the phone. If the issue is contained, it will wait until next day to send out a Lula Pro. If the situation is not contained, Lula will try to find a vendor to be sent out immediately. There is a $500 cap for emergency work orders. Once the emergency is contained, the status will reflect in your portal, and you will be given the option to handle it yourself or send a Lula pro, like you would a regular maintenance request.