Maintenance Policies & Procedures

Hopyard Property Management operates a maintenance department to oversee and complete all reasonable repairs to the property. We provide maintenance services through our in-house technicians and vendor network.

Our policy regarding maintenance, is that the property should be maintained in the same condition as when it was leased, unless otherwise stated in writing. This is the expectation for both the Resident and the Owner.


Owners are under no obligation to use Hopyard Property Management maintenance services. Owners may complete any maintenance work on their own or through a vendor of their choice. Any work performed by the owner or outside vendor is expected to be completed in a reasonable professional manner.*

Owners will have the option to set their authorized maintenance budget. This will allow us to complete any necessary repairs within the specified budget without prior approval.

*Emergency service calls will be scheduled and completed without prior authorization. An emergency shall be defined as any issue that requires immediate attention for the safety of the residents and the property. 

Standard rates for our maintenance services:

  • Initial Service Call & Evaluation: $75 (up to 2 hours)
    • Includes evaluation of the maintenance request
    • Attempt to repair if possible
    • Quote for repair if unable to fix during service call
    • Cost will be applied to any repair that is needed
  • Emergency service calls during regular business hours: $75
    • Treated like a standard service call
  • Emergency Service / After Business Hours: $180 per hour
    • Evaluate and attempt to deter the maintenance issue
    • Fully complete repairs only if absolutely necessary
    • Schedule completion of repair during normal business hours
  • Standard Labor Rate During Business Hours: $75 / hour


Our Maintenance and Service Call Process:

  • When a maintenance request is received, our Maintenance Contact Center will attempt to diagnose and troubleshoot the issue by phone or online messaging system.
  • If the issue cannot be resolved over the phone or online, a Service Call will be requested based on your maintenance authorization settings.
  • A technician will schedule the service call directly with the Resident to resolve the issue.
  • At the service call, the technician will evaluate:
    • Can the repair be completed right away?
    • What was the cause of the issue?
    • If additional work will be required, an estimate will be provided and scheduled for a later time to complete the work. 
    • If the estimate is above the approved authorized amount, a request for approval will be sent to the owner.
    • If the required repair is covered by a home warranty, we will coordinate directly with the home warranty.
  • When the work is complete, an invoice is generated and billed to your next monthly statement.
  • Any repairs that were determined to be caused by the resident will not be billed to the owner.

No. Owners are under no obligation to use our maintenance service. We will still handle any scheduling and coordination with the resident. We will also assist with any billing for outside vendors as part of our management services.

Regular business hours are Monday through Friday from 8:00am to 6:00pm

The maintenance request will be forwarded directly to the owner. You will then inform us if you wish to have us coordinate the service call or if you wish to contact the resident directly. Once the work is completed, you would notify us so we can close out the service request.

Whenever there are multiple maintenance requests for a property, we do our best to combine them into one service call. This would be treated as a single service call for billing purposes.

All service calls start with an initial evaluation to determine the cause of the issue. If it is determined to have been caused by the resident, it would be the resident’s responsibility to pay for any cost associated with the service call and repair.

Based on professional experience, it is not a good practice to require residents pay for the service call fee. Residents are less likely to report maintenance repairs which can lead to bigger, more expensive repairs.

Maintenance requests can be made at any time. We only schedule after-hours service calls if it is considered to be an emergency that requires immediate attention. All other requests are scheduled during normal business hours.

Depending on the request, you are not obligated to complete all maintenance requests. Our policy is that the property needs to be maintained in the same condition as when the lease started, with the exception of normal wear. Repairs that have to do with livability conditions or functional components of the property would need to be completed. You would not be required to complete cosmetic repairs or other repairs that do not affect the living standards of the property.

Yes. At any time you may contact us directly to adjust the maintenance cost authorized for repair.