Setting Emergency Expectations with Service ProvidersClearer standards are now in place for how emergency work orders are scheduled, priced, and billed.Emergency pricing and higher emergency budgets are intended for same-day or within-24-hour responses only. When an emergency appointment is deferred, missed, or rescheduled beyond that window, the visit is treated as standard (non-emergency) for pricing and budget—unless the Property Manager explicitly approves otherwise.To support this, our Ops team processes have been updated and new service-provider messaging has been added for emergency work orders scheduled more than 24 hours out. This messaging clearly states:
The visit will be treated as non-emergency for pricing and budget, and
Service providers must contact Latchel before exceeding the approved amount.
These updates help ensure consistent expectations, accurate billing, and fewer pricing disputes across emergency work orders.
Shoutout!
Big thanks to Silberman Realty for identifying and sharing this gap!
We’ve resolved an issue where email notifications were not being sent when tasks were assigned by a Property Manager to another team member.Task assignment emails now send as expected, ensuring assigned users are notified right away when a new task is created—regardless of who created it!
Clearing Unread Messages
A bug prevented old messages from being cleared for some Property Managers.When system messages were added after older conversations, Property Managers did not always have the option to close those conversations—causing old or unread messages from prior users to carry over.That behavior has been corrected. Conversations can now always be closed, allowing unread messages to be cleared so new team members can start with a clean inbox!
Future-Scheduled Tasks in the Feed
Tasks scheduled for a future date were appearing in the activity feed before their scheduled time.Tasks now stay hidden from the feed until they pass their “Scheduled For” timestamp, ensuring the feed reflects only work that’s ready to be acted on.
This keeps task prioritization clear and the feed aligned with day-to-day workflows. Preview the feed view by visiting:
We recently identified an issue where Embedded Resident Benefits were not displaying correctly for some Home Assistant customers.Good news — this has now been fully resolved!Need a refresher? Click here to view our step-by-step guide on embedding Resident Benefits on your site:
Did You Know? We Have Service Provider Help Guides
Did you know we offer step-by-step help guides specifically for service providers using Latchel?Our Service Provider Guide to Updating a Work Order provides full training on how service providers can manage their entire experience directly from their Latchel dashboard — from receiving a job offer to completing the work and submitting an invoice.
We’re preparing to relaunch an expanded Analytics dashboard, and we want your input before it goes live.Tell us which reports, charts, and metrics matter most to you so we can prioritize what actually supports your day-to-day decisions.It takes under 60 seconds, and every response is reviewed by our Product and Leadership teams.
