The questions owners actually ask

Access to a private home is earned, not assumed. Our controls:

• Background screening. Every team member is checked against federal and state criminal databases before they hold a key.
• Bonding and insurance. Staff are bonded, and the company carries general and professional liability coverage. Certificates are provided to you in writing before the first visit.
• Graduated access. If you prefer, we begin with exterior-only service and move indoors once you are comfortable.
• Client references. Available on request from owners in comparable situations.
• A logged record. Every entry is documented with date, time and purpose, and appears in your monthly report.

• Physical keys are held in a commercial-grade lockbox system with an audit trail. Keys are not labelled with your address.
• Alarm codes and access information are stored encrypted, separately from the property record.
• Access is limited to your assigned property manager and the office principal.
• Codes are rotated on a schedule we will recommend and coordinate.

Many owners prefer smart locks or keypad entry, which removes physical keys from the equation entirely. We can specify and coordinate the installation.

Yes. We maintain the home improvement licensing required for the work we coordinate in New York and Connecticut, general and professional liability coverage, a surety bond, workers’ compensation for employees, and commercial auto coverage.

Current certificates of insurance and licence documentation are provided to every client before service begins, and are available on request at any time. We do not publish policy numbers on a public web page.

It depends on your plan.

• Guardian ($395/month): emergency contact during business hours, 8 AM–6 PM Monday to Friday. After hours, messages are answered the next business morning — but genuine emergencies such as an active water leak or a security breach are escalated immediately regardless of the hour.
• Peace of Mind ($995/month): 24/7 coverage, 365 days a year, with a two-hour dispatch commitment, direct mobile access to your property manager, and an emergency contractor network available around the clock.

We treat the following as emergencies: water intrusion, heating or cooling failure in extreme weather, alarm activation, power loss affecting critical systems, and anything posing an immediate threat to the structure.

Traditional property management exists to serve landlords. Its job is tenants, leases and rent collection, and it is reactive by design — something breaks, the tenant reports it, a work order is raised.

We work for the owner of an owner-occupied home. There is no tenant to report anything, so the inspection schedule is the reporting mechanism. The orientation is preventative: find the gutter seam before the ceiling stains, not after.

No, and we would rather you did not. Your electrician knows your panel. Our role is coordination and oversight, not replacement.

• We build a working relationship with your existing vendors.
• We become the single point of contact for scheduling, so the back-and-forth stops landing in your inbox.
• We are physically present for the visit and confirm the work was completed properly.
• We keep the documentation and warranty records.

Where you have no established trade — or yours is unavailable in an emergency — we draw on a vetted network of licensed professionals.

• Immediate emergencies (water, security, heat loss in extreme weather): Guardian, within 2 hours during business hours; Peace of Mind, within 2 hours, 24/7.
• Urgent issues (equipment failure, minor leaks, electrical faults): Guardian, same or next business day; Peace of Mind, within 4 hours.
• Routine matters: scheduled within 48–72 hours, subject to contractor availability.

No. Both plans run month to month.

• Thirty days’ written notice to cancel, with no penalty.
• Upgrades take effect immediately; downgrades require thirty days’ notice.
• Service can be suspended at a reduced holding fee for absences of ninety days or more.
• No setup fee, no cancellation fee, no administrative charges.

A licensed manager spends 60–90 minutes at the property and produces a written report within 48 hours. It covers:

• Exterior condition — roof, gutters, siding, windows, drainage and grounds.
• Access and security — entry points, lighting, vulnerabilities.
• Utility shutoffs and emergency procedures, documented for your own reference.
• A maintenance priority list separating what needs attention now from what can wait.
• A seasonal calendar built around your specific building.
• A plan recommendation, and a proposal you are under no obligation to accept.

The report is yours to keep either way. Some owners use it purely to understand their own property better, and that is a legitimate outcome.

The monthly fee covers management and coordination. You pay trades directly for the work itself — repairs, materials, routine services, utilities.

The only additional charges from us are overages: Guardian vendor visits beyond two per month at standard hourly rates; Peace of Mind project management beyond five hours at $125/hr; and a $150 dispatch fee on emergency callouts.

We publish the standards we hold ourselves to and credit you when we miss one. Specifically: a missed inspection is credited to your next invoice, a late monthly report has its fee credited, and a missed emergency dispatch commitment waives the dispatch fee and applies a service credit.

What we do not do is refund fees for inspections already walked, vendors already met or hours already worked. That work was performed, and a refund of it would not be a guarantee — it would be free labour. Credits against future service are the honest remedy, and they are the one we will actually honour without argument.

You can also simply leave. Thirty days’ notice, no penalty. A month-to-month arrangement is a stronger protection than any refund clause.

Yes, and owners routinely do — upward before extended international travel, a major renovation or storm season, and back down afterwards. Upgrades are effective immediately with prorated billing. Downgrades take thirty days’ notice.

Raise it with your property manager first — most issues are a scheduling or communication failure and are resolved same-day. If it is not resolved, it escalates to the owner of the business within 24 hours, and we will meet you in person within 48 if that is what it takes.

From there: a written action plan with dates, a service credit where we failed a published commitment, corrective work at our cost where our error caused it, and a different property manager if the working relationship is simply not right. We follow up within a week to confirm it is actually fixed.

Your inspection history, photographs and property documentation are exported and sent to you. Keys are returned in person and access codes are formally released back to you in writing. We retain only what we are legally required to retain, as set out in the privacy policy.