Insights

Created by Chris Torchia, Modified on Wed, 10 Sep, 2025 at 12:45 PM by Chris Torchia

Introduction

The Maintenance Book is the central hub for managing property-specific maintenance rules, policies, vendor preferences, and workflow guidelines in Vendoroo. It ensures consistency, compliance, and efficiency across your entire portfolio.

The Maintenance Book is organized into five main areas:

Properties/Units – Manage property-level details, NTE thresholds, and maintenance notes.
Policies – Define standardized troubleshooting and service rules.
Go-To Vendors – Assign and prioritize preferred vendors by category.
Guidelines – Configure maintenance workflows, vendor communications, and urgency settings.
Your Vendors – View and manage vendors you work with regularly.

1. Properties/Units

The Properties/Units page provides a detailed list of all properties and individual units in your portfolio. It’s where you’ll review NTE (Not-To-Exceed) thresholds, maintenance notes, warranty information, and preferred vendors.

Column Breakdown

Column	Description
Units	Indicates the number of units at a property (e.g., Single, 2 Units).
Name	Reference name for the property.
Address	Full property address including street, city, and ZIP code.
City / State	Geographic location details for the unit.
NTE	Standard Not-To-Exceed limit for maintenance spend without prior approval.
Maintenance Note	Custom notes related to warranties, responsibilities, or exclusions.
Resident	Name of the assigned resident, or shows “Unassigned” if empty.
Owner	Property owner associated with the unit.
Owner Notes	Any special instructions or comments provided by the owner.
Emergency NTE	Higher NTE limit applicable during emergency cases.
Warranty Notes	Describes active warranties covering appliances or systems.
Go-To Vendor	A clickable link to the preferred vendor’s profile for that property.

Property Manager Use Cases

Quickly Review Maintenance Limits
Reference NTE and Emergency NTE to approve or escalate vendor invoices.
Understand Limitations and Exceptions
Use Maintenance Notes and Warranty Notes to avoid duplicate calls or unnecessary work orders.
Check Resident and Owner Assignments
Spot unassigned properties and resolve gaps with your admin team.
Access Preferred Vendors
Use the Go-To Vendor link to jump directly to a property’s preferred provider.

2. Policies

The Policies page provides standardized troubleshooting rules and service guidelines that ensure consistent decision-making across your managed portfolio.

Table Columns

Column	Description
Name	Title of the policy, representing a specific issue (e.g., Lockout Policy, HVAC Filter).
Description	Instructions for resolving the issue, including preferred vendors, PM involvement, or tenant responsibilities.
Applied To	Shows how many locations the policy currently applies to (e.g., “Applied to 769 locations”).
Actions	Use the trash icon to delete policies (permissions required).

Common Policy Use Cases

Predefined Troubleshooting
Determine if a resident issue requires vendor dispatch, PM intervention, or tenant action.
Decision Reference
Use policies as decision trees for edge cases such as landscaping or property alterations.
Portfolio-Wide Enforcement
Confirm which rules are active per property via the Applied To field.

Best Practices

Regularly review and update outdated policies.
Coordinate with your admin team to archive or revise policies no longer in use.

3. Go-To Vendors

The Go-To Vendors page lets you prioritize vendors by service category and emergency availability, ensuring Vendoroo automatically dispatches the right provider for each job type.

Interface Overview

Area	Description
Categories (Left Sidebar)	Lists service types (e.g., Plumbing, HVAC, Electrical, Cleaning). Expand each to view associated vendors.
Add Vendor Button	Assign a new vendor to a specific service category.
Vendor List	Displays all vendors assigned to a service category, including emergency availability and priority order.

Vendor Prioritization Labels

Label	Meaning
Standard	Default vendor available across all locations unless specified otherwise.
First/Second/Third Choice	Sets the dispatch priority order for that category.
Emergency	Tags vendors available for urgent jobs.

Vendor Details Panel

When selecting a vendor, a right-side detail pane opens, showing:

Preferences Dropdown – Assign vendor priority (e.g., First Choice).
Special Notes – Log vendor-specific instructions or limitations.
Available for Emergencies Checkbox – Mark vendors for emergency dispatch.
Specific Locations – Assign vendors to certain properties only.

Best Practices

Keep Vendor Priorities Updated as performance or coverage changes.
Leverage Location Controls for vendors servicing limited areas.
Use Notes Strategically to guide assistants and triage teams when selecting vendors.

4. Guidelines

The Guidelines page acts as a configuration hub for how Vendoroo handles maintenance workflows and vendor communications. It integrates directly with Vendor COM to automate dispatch and escalation processes.

Key Sections

1. Client Notes

Define general maintenance handling rules, including:

Work order instructions
Post-triage vendor assignment rules
Escalation guidelines for unresponsive vendors
Emergency process notes, including payment responsibilities

2. Communication Templates

Create reusable message templates for vendor communications:

Invoice requests
Availability confirmations
Scheduling messages

Each template includes editable text and add/delete controls.

3. Maintenance Workflow

Visualize and customize Vendor COM’s step-by-step scheduling process:

Scheduling Instructions
Escalation Rules
Follow-Up Instructions

Any edits update Vendor COM’s live workflow logic.

4. Urgency Levels

Priority	Vendor Acceptance Deadline	Fixing Deadline	Priority Prompt
Emergency	5 hours	1 day	Emergency
High	13 hours	3 days	High priority
Standard	15 hours	8 days	Medium priority
Low	20 hours	10 days	Low priority

5. Your Vendors

The Your Vendors page lists vendors your organization works with regularly. It’s a curated directory for trusted providers you rely on most.

Table Columns

Column	Description
Name	Vendor or company’s official name.
Comments	Notes or internal remarks about pricing, scope, or preferences.
Address	Street address of the vendor’s office.
State	U.S. state where the vendor operates.
City	City of operation.
Zip Code	Vendor’s postal code.
Profile	A clickable link to view the vendor’s full profile, services, and availability.

Usage

Quickly Access Trusted Vendors
Jump to known providers when assigning work orders.
Compare Locations
Review vendor proximity to optimize dispatch decisions.
Review Profiles
Open detailed vendor profiles to verify services, coverage, and emergency availability.

Summary

The Maintenance Book is your centralized toolkit for:

Managing property-specific maintenance settings
Standardizing policies and workflows
Prioritizing preferred vendors
Defining escalation and urgency rules
Keeping vendor information organized and accessible

Proper use of this module ensures faster vendor dispatching, consistent property management, and clearer communication between your team, vendors, and residents.