February 24, 2025

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New Features

1. Update Work Order Problems & Locations

Property Managers are now able to directly update the Maintenance Problem and Location on all work orders! Keeping this information accurate reduces Service Provider confusion and results in faster work order completion. Additionally, Latchel monitors which types of work orders get changed most often to improve work order submission accuracy.

2. Problem & Location Default Behavior Controls

Property Managers can now update the “default” severity setting in Latchel. Traditionally, work orders start in “Needs Approval” unless a setting is explicitly set. Now, the default can be an Emergency! This option is best for customers on emergency only services and want to err on the side of treating things as an emergency unless they say otherwise. To know more about severity and responsibility settings, visit:

Managing Severity and Responsibility Settings

Severity and responsibility settings help define how different types of maintenance issues should be handled. This guide explains how to review and adjust these settings to align with your property management preferences.

3. Integration Source Address

Integrations customers can now rely on Latchel to sync and maintain the EXACT address from their property management system.The synced address is searchable in Latchel and matches the integration address, ensuring that any property or building names used in your property management system are reflected in Latchel. Additionally, the system maintains the adjusted Latchel address to ensure mapping and communication accuracy.

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Resolved Bugs

Invoice Filtering Fix Previously users could not filter for unpaid invoices processed outside of Latchel. Now you can now filter for these invoices using the “Submitted” filter. Check this help guide below to know more about how you can filter your invoices:

Methods of Searching Invoices

You can quickly search and filter to locate the exact invoice you need, making your financial management simpler and more efficient!

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Key Process Changes

1. Emergency Escalation Callback Update

We clarified our process on how to handle requests from property managers to call them back about emergency situations. Here’s an overview of our updated emergency escalation procedures.

• For Emergencies concerning property damage or extreme habitability (e.g. life threatening) issues, three sequential call attempts will be made to customers, with immediate SMS follow-up. If property managers request a call back later, we will keep the emergency open until the same-day follow-up call is made.
• Non-Property Damage and Non-Extreme Habitability Issues only get one call attempt per follow-up, with SMS notification if unsuccessful.

2. Estimates and Structural Alterations

Latchel always stands behind our budget approval process and covers the cost difference on any bill that Latchel improperly approves. Recently, we found a situation where we gave an incorrect verbal approval and ended up paying the excess billed amount on our customer’s behalf. In response, we’ve enhanced our processes and retrained our team on handling budget increase requests when a service provider gives an hourly rate but no firm time completion estimate.

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Special Announcement

Discover Our Integration Capabilities Are you on Yardi, Appfolio, Buildium, Propertyware and Rent Manager? Get faster updates and securely keep your data in sync with Latchel.

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We’re Building for You

Got 60 seconds? Help shape the future of Latchel.
We’re on our 3rd newsletter — and we want to hear from the people who matter most: you. Tell us: What’s working? What’s missing? What would make your job easier? Your insight helps us build features that actually solve your problems. Let’s create the tools you’ve been waiting for.

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