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At LMH, it remains our mission to provide exemplary service. With that in mind, we are always looking for ways we can improve and make our residents' experience and our communities better.
After a recent review of our maintenance process, we discovered that we cannot complete many of our resident-initiated maintenance requests promptly because our team members are being denied Permission to Enter (PTE) the home to complete the work. To ensure our residents' needs are being addressed and perform necessary maintenance, we have modified our current process.
Effective immediately, when a resident enters a routine maintenance request via the LMH Resident App or LMH Maintenance Portal, the system will default to yes. Residents will have the ability to change to "No."
If the Resident Selects Permission to Enter (PTE) - "Yes":
If a resident gives us PTE, our goal is that the service technician will respond to the home before the end of the next business day. The district office will follow up with the resident if they are unable to respond within this timeline.
Please ensure that all rooms that the maintenance technician(s) need access to are unlocked, including screen doors. If rooms are locked, we will not complete the service request and will need to reschedule.
Please ensure that all pets are to be secured during the maintenance visit.
An adult must be present alongside anyone under the age of 18 during the maintenance visit.
COVID-19 screening questions remain in place for the safety of our residents, team members, and vendors. Technicians will only visit a home when the resident has responded "no" to all COVID-19 screening questions. Any "yes" responses, however, may affect our response time.
If the Resident Selects PTE - "No":
If the PTE is set to "No" and the resident states that someone will be home, our goal is to respond to the home before the end of the next business day. If the resident is not home when we arrive, we will leave a door hanger advising the resident to contact the district office to set up an appointment.
If the resident requests an appointment, someone will contact the resident before the end of the next business day to set up an appointment.
Emergency and Urgent Maintenance Requests
A service technician will normally contact you BEFORE arriving at the home.
We will request that all pets be secured at the time of service.
Service Technicians are not permitted to enter the home when the only person present in the home is 18 and over. Residents cannot grant permission to enter a home when the only person present is under the age of 18.
Regardless of whether the PTE is granted or denied, our goal remains to have our service technicians respond to the maintenance request before the end of the next business day. Please remember for all maintenance team members to enter the home to respond to a ticket:
All pets are to be secured during the maintenance visit.
An adult must be present alongside anyone under the age of 18 during the maintenance visit.
Please ensure the rooms that the service technicians need access to are unlocked and front screen doors.
COVID-19 screening questions remain in place for the safety of our residents, team members, and vendors. Technicians will only visit a home when the resident has responded "no" to all COVID-19 screening questions. Any "yes" responses, however, may affect our response time.
We understand that circumstances change; therefore, Residents can easily update the PTE via the LMH Resident App and the LMH Maintenance Portal by editing the Property Access and changing the Permission to Enter to "Yes" or "No."
Should you have any questions, please contact Lincoln at Your Service by calling 1-888-578-4141.
