Maintenance Technology Platform

We use Buildium to manage all aspects of property maintenance—from preparing your unit for move-in to handling routine maintenance and tenant-submitted requests.

Normal Maintenance & Work Order Management

On average, tenants submit 6–10 maintenance requests during their first year in a home.

To minimize costs, we typically troubleshoot directly with the tenant before dispatching a technician.

Maintenance updates and requests requiring your input will be sent via email. Please respond within 48 hours so we can act promptly. If we do not hear back within 48 hours, we may proceed using our best judgment.

Emergency & Urgent Maintenance Issues

Common Types of Rental Emergencies (Massachusetts)

The following situations are typically considered emergencies:

• • No Heat – Especially in cold months, this must be addressed immediately.
  • No Hot Water – Essential for daily living and considered urgent.
  • No Electricity – When not caused by the tenant and impacts safety or habitability.
  • Burst Pipes / Major Water Leaks – Can cause significant damage and unsafe conditions.
  • Flooding – Whether from plumbing or natural causes, requires immediate attention.
  • Sewage Backup – Creates serious health risks and must be resolved promptly.
  • Fire or Smoke Damage – Leads to uninhabitable conditions.
  • Gas Leak – Extremely dangerous and must be handled immediately.

Service Call Fees

We work with a range of licensed vendors. Some offer free estimates, but others charge a service call fee for property visits—even just to assess the issue.

Vendors that typically charge a service call fee include:

• • Plumbers
  • Electricians
  • Appliance Repair Technicians
  • HVAC Technicians
  • Fireplace Specialists
  • Garage Door Contractors
  • Locksmiths

Some vendors may credit the service call fee toward the final repair cost if the work is approved during the same visit.

Large Project Management

For complex projects, ConnectAll PM charges a 10% project management fee based on the total vendor invoice. These projects often require detailed planning, vendor coordination, and on-site supervision.

Examples include:

• • Kitchen remodels
  • Bathroom renovations
  • Septic system replacements
  • Roof replacements
  • Sewer line repairs
  • Full home renovations

Insurance Claims

ConnectAll PM does not file insurance claims or provide legal insurance advice. As the property owner, you are responsible for communicating with your insurance provider.

We will supply all relevant documentation (photos, invoices, incident reports) to support your claim.

Common reasons for a claim may include:

• • Fire or smoke damage
  • Water damage (from flooding, burst pipes, etc.)
  • Mold growth
  • Storm or hail damage
  • Vandalism or theft
  • Liability claims due to injury on the property

Please consult your insurance agent to confirm coverage details and follow proper claim procedures.

Owner-Preferred Vendors

If you prefer to use your own contractor, the following requirements apply:

• • The vendor must be licensed, insured, and agree to comply with ConnectAll PM maintenance procedures, including providing completion photos and maintaining timely communication.
  • The owner must sign a waiver form acknowledging that ConnectAll PM is not liable for vendor performance, delays, or issues.

Owner Selected Vendor Waiver

While cost savings can be appealing, using unverified vendors can lead to poor workmanship and greater costs over time. Our preferred vendors are fully vetted for quality, professionalism, and compliance.