New Service: Non-Maintenance Emergencies, like security concerns, noise complaints and more!
We have a new service that allows you to use Latchel for more than just maintenance! We can receive and route emergency issues to your team. This is commonly used for noise complaints, smoking violations, or other situations where you might want an urgent response from a security team or on-site management. We call this Latchel On-Call.Build Schedules That Match Real LifeYou can choose who to be contacted for these situations, either full day coverage rotating between team members or with specific time of day or day of week Calendar Rotations.Calendar Rotations let you define weekly time-slot coverage, making it easy to support:
Weekday vs weekend coverage
After-hours shifts
Complex or variable schedules
Easily Cover Vacations & Sick DaysYou now mark On-Call Contacts as absent and optionally assign a substitute. Absences automatically apply across all rotations, so coverage stays intact without manual updates.
Faster Response with Multiple Contact LayersNotify multiple technicians before escalation to backups or management:
Alert technicians sequentially
Or notify technicians simultaneously
This helps ensure urgent issues are picked up faster.
Interested in our On-Call services for non-maintenance issues like security concerns or noise completes? Reach out to success@latchel.com!
Expanded Analytics: New work order metrics, vendor and property insights
We’ve added three new sections to Latchel Analytics: Work Order Metrics, Vendor Insights and Property InsightsWork Order MetricsAre you curious how long it takes your service providers to schedule an appointment? Do you know what your missed appointment rate is? These new work order metrics allow you to see how these metrics change over time. Plus you can filter by individual vendor, owner or portfolio to see more granular data.Vendor InsightsThis new section allows you to see your best and worst performing vendors along the following categories:
Scheduling time – how long vendors sit on jobs before scheduling them with your residents.
Missed appointment rate
Average review score
Job completion speed
Property InsightsSee which properties are generating the most work orders, which properties are having recurring issues, and what kinds of emergency work orders your company is receiving.
Latchel Analytics
The new experience is now live and available here!
Editing Sub-Skills Removing Other Skill Categories
We fixed an issue that could occur when editing Service Provider skill categories and sub-skills.
What was happening?When a Service Provider edited sub-skills within one skill category:
Other skill categories could be unintentionally removed after saving
In some cases, users also saw an error message when adding categories back or continuing edits
Canceling edits could sometimes trigger the same issue
This made it frustrating to safely update skills without needing to re-add categories.
What’s fixed:Editing sub-skills is now fully stable:
Updating or saving sub-skills no longer removes other skill categories
Adding or restoring categories works as expected
Canceling edits no longer changes existing skills
Error messages tied to this workflow have been resolved
You can now confidently update Service Provider skills without unintended changes.
Unable to Send Photos via SMS
We fixed an issue that prevented some Property Managers from sending photo attachments in SMS conversations with vendors. Users were seeing a “message unable to be delivered” error even though messaging previously worked and vendors could still send images successfully.Photo and file attachments can now be sent via SMS as expected across vendor messaging.
New Guidelines for Active PM Management on Work OrdersWe’ve updated our internal processes to make work order ownership clearer and help requests move forward faster.
What this means for you?We now use a consistent guideline to identify when a Property Manager is actively managing a work order. This ensures we don’t duplicate efforts or interrupt when you’re already handling the next steps.
A work order is considered actively managed when recent activity shows the PM is:
Updating the work order or leaving notes
Coordinating directly with vendors, residents, or owners
Investigating options or requesting Latchel pause while they handle next steps
If there hasn’t been recent activity, our team will proactively continue moving the work order forward to prevent delays.
Why this matters?These updates help:
Reduce confusion and duplicate outreach
Keep work orders progressing smoothly
Ensure the right team takes action at the right time
This process improvement helps us deliver faster, more consistent service across all work orders.
We’re locking our 2026 priorities soon, and this is your chance to directly influence what we build next. It takes less than 60 seconds — and every response is reviewed by our product and leadership teams!
Submit your feedback here!
Bonus: By completing the form and leaving your email address, you’ll be entered into a drawing to win a $25 Amazon gift card.Your input directly impacts which features get built, improved, or deprioritized — this is where that thought turns into action!
