Question 1

How do I start working with Hometown for maintenance requests?

Accepted Answer

Complete the short application — you'll need a W-9 and Certificate of Insurance (COI).

Question 2

How long does the application take?

Accepted Answer

Under 2 minutes.

Question 3

Do you require insurance?

Accepted Answer

Yes — an active COI is required to receive work orders.

Question 4

How do you pay vendors?

Accepted Answer

Once approved, property owners pay you directly. Invoices go to your assigned Maintenance Coordinator.

Question 5

Why is my invoice unpaid?

Accepted Answer

Most commonly: missing WO# on the subject or invoice, expired W-9/COI, unapproved scope, or sent to the front desk instead of your Coordinator. Run the self-serve checklist on the Invoices page.

Question 6

Can I contact the resident directly?

Accepted Answer

No. All resident contact and scheduling is handled by Hometown through your Coordinator. If you encounter the resident onsite, share timing only — never diagnosis or pricing.

Question 7

How do I get into the property?

Accepted Answer

Every property has a permanent exterior lockbox. The code is included in your WO dispatch.

Question 8

What if I can't get access?

Accepted Answer

Wait 15 minutes, take a timestamped photo, and notify your Coordinator. Do not contact the resident directly.

Question 9

What if there's an emergency onsite?

Accepted Answer

Stabilize what's safe (e.g., shut off water), then text the Coordinator assigned to that WO. If you can't reach them, call our main line at (979) 366-3500 and we'll route you. A new Coordinator may be assigned per WO, so always use the thread for that job.

Question 10

Can I start the repair right after I diagnose?

Accepted Answer

No. Phase 1 is diagnosis and quote only. Repairs require written approval from Hometown after the property owner approves your quote.

Question 11

What do I do if I find additional work mid-repair?

Accepted Answer

Pause. Send a revised quote for the additional scope and wait for written re-approval before continuing.

Question 12

Should I call instead of texting?

Accepted Answer

Please text — don't call. Text 979-459-7579 with your WO#. The phone line is reserved for emergencies and front-desk questions.

Question 13

How many properties does Hometown manage?

Accepted Answer

Over 50 properties in the Bryan/College Station area.

Question 14

How long has Hometown been in business?

Accepted Answer

Over 10 years in B/CS.

Vendor questions, answered