2026 Affiliate Prep Pack
The 2026 Affiliate Prep Pack from Lessen outlines detailed expectations, performance metrics, communication protocols, and operational procedures designed to support affiliates in delivering timely, high-quality service with integrity, genuine care, and continuous excellence to ensure a rewarding partnership and exceptional resident experiences.
2026 Affiliate Prep Pack
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2026 Affiliate Prep Pack ..... 3 Blueprint to Success ..... 3 Affiliate Performance Conversations ..... 3 Technician Checklist ..... 3 Portal Training and Support ..... 4 Key Support Contacts ..... 4 Performance Metrics ..... 5 Affiliate Performance Metrics ..... 5 Response Expectations by Priority ..... 6 Dispatch Communications Procedure ..... 6 Average Service Rating ..... 7 How You Impact Average Service Rating ..... 7 The Do’s and Don’ts of a Successful Lessen Affiliate ..... 8 How To Check in Onsite ..... 9 How To Check out Onsite ..... 10 Check out Questions ..... 10 Work Order Statuses ..... 12 Getting Started with Resolution Codes ..... 13 2026 Proposal Breakdown ..... 13 Invoicing Expectations Overview ..... 14 Creating and Managing Employee Contacts ..... 15
2026 Affiliate Prep Pack
In this guide Lessen will provide expectations and continued communication to ensure you have the support you need, and residents receive the first-class service they deserve.
Blueprint to Success
Please use the three points to have a rewarding relationship with Lessen and our customers.
• Speed: Schedule services in a timely manner, promptly arrive on-site, and provide a quick quote turnaround.
• Quality: Use the app on a consistent basis without many missed and rescheduled appointments.
• Communication: Communicate with your market manager when you have difficulties.
Affiliate Performance Conversations
The interactions you and your technicians have with residents play a huge part in their experience, and we thank you for the amazing customer service you have provided thus far. As an Affiliate, we also ask that you embrace the values that Lessen shares.
• Unshakeable Integrity: Hold ourselves accountable to act with honesty, trust, and respect.
• Genuine Care: Serve with heart.
• Continuous Excellence: Always find a way to innovate and deliver.
• Standout Citizenship: Strive to benefit our neighbors and communities.
If you would like to receive more positive ratings and feedback from residents, please refer to the do’s and don’ts document in the appendix and share it with your technicians so that they have the tools they need to be successful while performing services for residents.
If a resident asks for details about the scope of work that needs to be done, if they are inquiring about the next steps of the work order process, or if they have any questions or concerns that should be handled by the client, please direct them to contact their property manager.
Technician Checklist
An efficient approach to every work order involves app usage and schedule adherence. When performing services, we require technicians to:
• Take before and after photos for each work order.
• Complete checkout questions accurately for each work order.
• Make sure to notate if additional work is needed once your job is complete.
Please refer to the Lessen Affiliate checklist in the appendix and share it with your technicians so that they know what it takes to be successful.
Portal Training and Support
If you or your technicians have issues or questions using One by Lessen™. we offer many resources. In the Affiliate portal, use the Training Resources button for tutorials and training on the system. You may also access our Video Learning Library here: https://lp.lessen.com/affiliate-trainings.
If you need registration help, or information about our courses, please email us at <u>[email protected].</u>
at [email protected].
Key Support Contacts
Throughout your journey with Lessen, different team members will be available to support you:
• Training & Implementation: Vendor Implementation Specialist (VIM) - your primary contact during the first 30 days of training and implementation
• Post-Implementation & Ongoing Support: Affiliate Market Manager (AMM) - your dedicated Lessen resource for long-term success.
• Work Order Questions: For Work Order Support, contact Lessen using one of these options:
• Send Us a Message: Use the Work Order Communication feature in the mobile app or ONE portal.
• Give us a Call: Dial 866-663-0866 and select from the options:
■ Onsite Approvals (NTE Increases)
■ Work Order Check/In/ Check out
■ General Inquiries (Updating Work Order Statuses)
• Billing Questions: email <u>[email protected]</u> or call 866-663-0866
• Insurance Legal Inquiries: email <u>[email protected]</u> or call 866-663-0866
• Technical Support (Mobile App or ONE Portal): email <u>[email protected]</u> or call 866-663-0866
Performance Metrics
We use many key indicators to measure resident satisfaction. Meeting these metrics can build your relationship with Lessen; however, it does not guarantee work order volume. Please refer to the performance metrics below and share it with your technicians so they are informed of what it takes to be successful.
To bring you more clarity on your performance, we’re thrilled to provide you with a detailed Affiliate Scorecard available in One by Lessen portal under the “Reports” tab. This scorecard will help you identify opportunities for improvement and performance worth rewarding.
Affiliate Performance Metrics
| Metric | Defined Success | Threshold |
|---|---|---|
| Full app compliance | Percentage of time that technicians use theapp to check in and out of work orders | More than 90% |
| Missed appointmentwindow | Percentage of check ins after the schedulewindow ends (only successful if the technicianchecked in with the app) | Less than 4% |
| Bad reschedulevendor caused | The percentage of work orders rescheduleddue to reasons within the Affiliate’s control | Less than 4% |
| Time to arriveadherence | The percentage of the time an Affiliatesuccessfully checks in to a work order beforethe priority-based SLA expires | More than 90% |
| Time to quoteadherence | The percentage of the time an Affiliatesuccessfully submits a quote on a work orderbefore the priority-based SLA expires | More than 90% |
| Average service rating | The average of all technician work orderratings on a scale one to five | More than 4.7/5 |
| Res code adherence | The count of work orders where all invoiceitems had pre-agreed or modified pre-agreedpricing lines | More than 80% |
| Time to resolve | The number of work orders completed beforethe priority-based SLA expires | More than 80% |
Response Expectations by Priority
Setting and delivering on expectations is key to happy residents. The following table outlines Lessen’s priority-based service response times, designed to provide residents with efficient and timely service. Service should be delivered as quickly as possible to best support residents. However, we ask that residents receive service as soon as possible. Please refer to the response expectations below and share it with your technicians so they are informed of what it takes to be successful.
| Priority | Time toAccept | Time toSchedule | Time toArrive | Time toQuote* | Time toResolve |
|---|---|---|---|---|---|
| Critical | 1 Hour | 2 Hours | 4 Hours | 12 Hours | 24 Hours |
| Emergency | 1 Hour | 12 Hours | 24 Hours | 24 Hours | 48 Hours |
| Urgent | 10 Hours | 48 Hours | 72 Hours | 48 Hours | 5 Days |
| Routine | 10 Hours | 72 Hours | 7 Days | 72 Hours | 14 Days |
ll timeframes begin at the time of Lessen dispatch, except where noted. When accepting, be confident that all priority timeframes can be met prior to accepting. Holidays may extend timeframes on a case-by-case basis.
*Timeframe begins when the work order enters Pending Vendor Quote status.
Holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Friday after Thanksgiving, and Christmas Day.
Dispatch Communications Procedure
Please ensure your team knows how we communicate for each work order level and the time frames of work orders.
• Emergency/Urgent/Routine services: Work orders are dispatched in One by Lessen™ instead of through the phone; however, if an emergency work order auto declines (times out), the Affiliate will receive a call before moving on to the next Affiliate. Work orders that we dispatch during weekend and after-hours shifts (weekdays between 5:00 p.m. and 7:00 a.m.) include:
Emergency: The Affiliate is called to confirm work order acceptance.
Urgent/Routine: Lessen doesn’t generally call to confirm Urgent/Routine work orders during after-hours and weekend shifts (exceptions apply). These work orders will be dispatched via email.
Average Service Rating
The average service rating is an aggregated average of all resident responses on a scale of 1-5 during a given timeframe. It is used to gauge the resident’s overall satisfaction with your service.
After every work order, the resident receives a survey to ask how the maintenance technician performed on the work order recently completed. The resident is asked to provide a score between 1 and 5.
How You Impact Average Service Rating
You and your team are the face of Lessen and its customers. You provide residents the peace of mind they are seeking in resolving their maintenance issues. In addition to following the above expectations and tips, here are some ways that you can impact a great service rating.
• Respect the Schedule: A low reschedule and missed appointment rate leads to a better experience.
• Customer Service: Genuine care and professionalism go a long way.
• Inform the Resident: Let the residents know that they will be able to provide feedback on your services and that they will receive a survey.
• Ask for a perfect score (5): Go the extra length to warrant a positive rating.
“You will receive a survey asking about your experience. We’d really appreciate your feedback, and I hope I earned a perfect score today.”
The Do’s and Don’ts of a Successful Lessen Affiliate
Our goal at Lessen is to ensure we have a mutually beneficial and valuable relationship with our partner Lessen Affiliates. To make sure we are building trust and ensuring positive business relationships with our customers, we’ve outlined some best practices and guidelines to make sure we are reflecting what is best about our companies.
Uniform and attire
Do wear professional, appropriate and clean clothing.
Do wear clearly branded apparel indicating the company and the name of your technician.
Don’t wear unclean and uncovered shoes in a resident’s home.
Don’t wear branded Lessen clothing when not conducting Lessen work.
Respect the resident and their property
Do communicate effectively, politely, and professionally with the resident. Avoid profanity, slang, and derogatory language.
Do cover surrounding areas and furniture before starting work that may result in damage. Always leave the work area clean before completing your scope of work.
Don’t ask for or take any items from the home.
Don’t discuss topics unrelated to the scope of work.
Don’t take breaks on the premises, including smoke breaks. Never smoke on the premise.
Additional payments, kickbacks and bribes
Don’t attempt to bribe a Lessen or customer’s employee to secure additional work.
Do discuss all payment directly with Lessen.
Don’t accept payment directly from a resident for any work or additional services. Contact Lessen for approval before performing work that exceeds the approved NTE.
Scope of work
Do share all relevant information with Lessen pertaining to the work order.
Do discuss the repair options and diagnosis with Lessen, only. The resident is not privileged to this information. Lessen and you ultimately decide the solutions.
Don’t upsell, inflate, or share details of a scope with a resident. This includes the scope of work, diagnosis, and any conversations between Lessen and yourself.
Rescheduling appointments
Do reschedule appointments within the One by Lessen™ portal or mobile app. Only reschedule appointments if necessary.
Don’t communicate directly with the resident unless necessary. If you do need to communicate with the resident, note the nature of the communication on the work order.
Do protect the asset(s) on-site from further damages to the best of your ability.
Asset management and resident safety
Do report to Lessen anything you see on-site that may represent a danger to the asset or resident(s).
Do confirm all secondary fencing and/or pool cages are closed upon exiting property.
Don’t ignore any likely violation(s) of the lease term. If noticed, report to Lessen ASAP.
Getting Started:
One Onsite App
One Onsite™ by Lessen
e disposal in progress
Kitchen
Description Garbage Disposal - Remove and Re-plumb - Garbage Disposal - Remove and Re-plumb
Material - Sourced by Lessen Stainless steel disposal
Technician Bob Ross
orders pending acceptance
Berry Lane, Unit 3 IL 60609
work orders
End date 2023 10/08/2023
with pending work orders
The One Onsite mobile app is used by our Lessen Affiliates and their technicians to help manage work orders and streamline the on-site validation process. The below steps will detail how to download, navigate, and utilize the One Onsite app.
Download The Mobile App
The One Onsite mobile app can be downloaded on any Android or iOS (Apple) mobile or tablet device and is functional anywhere with Wi-Fi or internet access. Please visit your device’s app store, input “ONE ONSITE” in the search column, and follow normal downloading app instructions for your device.
How To Check in On-site
l. Log In
Open the One Onsite mobile app on your mobile or tablet device and log in using the credentials provided by [email protected].
2. Find Work Orders (Technician View)
Once logged in, you will arrive at the main dashboard. On the bottom of the screen, you will see your work orders (WO) for the day. Tap the necessary WO to see the WO details and begin the check in process.
3. Check in with Photos
Once you are on-site, scroll to the bottom of the WO details to find the “Check in” button. You will be prompted to take a check in photo of the property and address. If you are not on-site, you will not be allowed to check in.
4. Take Before Service Photos
After checking in, you will automatically be brought back into the WO details. Next, you will need to upload before-service photos by tapping on the “Before Service” button. Click on the plus sign(+) button and take several pictures of the item or area that you are going to service. Do your best to capture the full scope of area that will be serviced as well as the problem(s) you are there to solve. Once your pictures are loaded, tap the “Submit” button.
5. Begin Service
After you have checked in and submitted your before-service photos, you are ready to begin servicing the customer location.
How To Check out On-site
1. Check out
Tap on the “Check out” button to begin the check out process. In most cases you will have four
options when checking out:
• Work Complete Pending Vendor Invoice: Use this option if your service is completed. You will then need to enter and submit an invoice for the WO in the One Affiliate Portal.
• Return Trip Needed: Use this option if more parts or materials are needed to complete repairs and/ or a multi - visit project is necessary. You will then need to reschedule the WO with the customer and change the schedule date in WO details.
• Pending Vendor Quote: Use this option if the service cannot be completed under the Not-to- Exceed (NTE) amount and verbal approval from Lessen could not be obtained over the phone. A quote will have to be submitted in the One Affiliate Portal. Once approved by Lessen, you will be responsible for rescheduling the WO with the customer. Note: If a return trip is needed, you will have to check - in again through the app upon your next arrival to complete this service.
• For On - site NTE Increases: If the listed Not -to- Exceed (NTE) amount is not enough to cover the cost of the repair, we ask that you request additional funds before completing the work. You can submit this request through the mobile app or by calling Lessen at 866 -663 -0866 and following the prompts for Onsite Approvals.
2. Check out with Photos and Questions
After Service Photos
The One Mobile App will prompt you to take check out photos. Tap on the plus sign (+) button and take several pictures of the item or area that you have serviced. Please make sure these photos capture the full scope of the area you serviced, as well as eno ugh detail to document the completed service. Once your pictures are loaded, tap the “Submit” button.
Check out Questions
Checkout questions are an important part of the work order process. We rely on your professional opinion and expertise to provide us with not only the resolution that you provided to the resident, but to inform us of what caused the issue and what addition al work still needs to be done. Here are a few examples of questions to expect.
3. Additional Work Needed Question
Sometimes when your portion of the work is complete, another vendor needs to follow up to finish the job. If additional work is needed, please select Yes and provide detail of what needs to be done.
Here is where you will need to describe what additional work needs to be done. Ex: contractor needs to perform build back
4. Resident-Caused Damage Question
You are our eyes and ears while on-site and interacting with the resident, so we ask that you report if you witness any damage that may be caused by a resident.
- 1.Were the repairs or replacements caused by the resident, occupants, guests or pets?
Yes No
2.1. Please provide more details about the damages:
Here is where you will describe damages caused by the tenant. Ex: Air filter hasn't been changed in a year, lawn mower severed line, large objects flushed down toilet, etc.
If you determine there was, in fact, resident-caused damage, please select Yes and provide the detail. Residents will not see your notes, and it will not affect their feedback on your service.
5. Resident-Missed Appointment Question
We know your time is valuable, so please let us know if the resident missed the appointment. If the resident missed the appointment, select Ye s , and select No if the resident did not. It’s as simple as that!
6. Description of Work Performed
By providing us with your professional opinion of what caused the issue and how you fixed it, you allow us to document this information and communicate it to the resident after you leave the property.
4.Please describe the work performed during this visit.
Here is where you describe the work you did on this WO. Include what the issue was, and what you did to resolve it.
Provide detail on what the issue was and the resolution you provided.
Clean Up
Please pick up any tools or debris that resulted from your repair or diagnosis. Even if you plan on returning to complete the repair, please leave the area as clean as possible.
Work Order Statuses
| Status Name | Description |
|---|---|
| Pending vendoracceptance | A WO has been dispatched to an Affiliate, but they have not accepted or declined theWO. This status will change after the Affiliate has accepted or declined the WO. |
| Pending schedule | An Affiliate has accepted a soft scheduled WO but has not specified the date andtime of service. A WO will also move to this status after the ‘Return Trip Needed’ or‘Client Quote Approved’ status for rescheduling. |
| Scheduled | An Affiliate has provided a date and time for service. This status will change whenthe Affiliate checks in to the WO. |
| On site | An Affiliate is onsite performing services. This status will change when the Affiliatechecks out of the WO. |
| Work completepending vendor invoice | The WO has been completed and the Affiliate needs to invoice Lessen. |
| Return trip needed | More time, labor or parts/materials are needed to complete the repairs. The WOneeds to be rescheduled once the Affiliate/technician is ready to return and completethe work. |
| Pending vendor quote | The work cannot be completed under the current Affiliate Not to Exceed (NTE)amount. The Affiliate needs to submit a quote to complete repairs to Lessen. |
| Vendor quotesubmitted | The Affiliate has uploaded a proposal to complete repairs. The quote will be reviewedby a Subject Matter Expert at Lessen before it’s submitted to the customer for finalreview and approval. |
| Vendor invoicereceived | A WO has been completed and an Affiliate submitted their invoice with final costs.Lessen will now review and process it. |
| Vendor invoicerejected | An Affiliate submitted their invoice with final costs, but the invoice is missinginformation, or the Lessen Billing Team is not satisfied with the invoice (doesnot match NTE, information was entered incorrectly, etc.). |
| Completed andinvoiced | An Affiliate invoice has been reviewed and approved by Lessen. It is waiting for final approval by Lessen Management before being submitted to the customer. |
| Billed | An invoice batch has been reviewed by Lessen Management & sent to the customerto review & remit payment to Lessen according to payment terms. |
| Vendor paid | The invoice has been approved by Lessen and the customer; payment has beenremitted to the Affiliate according to Lessen payment terms. |
| Deferred | A WO is on hold until a later date or until a preceding work order in the projectis completed. |
| Canceled | Used when a WO was created in error, declined by the customer, or work isproceeding on a different work order and does not include any incurred costs. |
Getting Started with Resolution Codes
The <u>Resolution Codes</u> document outlines standardized codes used to categorize and describe the outcomes of various processes or issues. These codes facilitate consistent communication and reporting across the Affiliate and Lessen. outlines standardized codes used to categorize and describe the outcomes of various processes or issues. These codes facilitate consistent communication and reporting across the Affiliate and Lessen.
2026 Proposal Description & Breakdown Examples
Every strong proposal should clearly answer:
l. What is the issue: Briefly describe the problem and affected area.
2. What caused it: Explain the root cause when known.
3. What is your recommended fix: Outline the best repair solution.
4. Repair vs replace (when applicable): Include a repair option and, when appropriate, a replacement option.
Please see the following proposal examples below to better understand Good vs Bad proposal breakdowns:
Good Proposal Description & Breakdown
| Replace trim/baseboard (70.00 linear foot) Pre-agreed price - modified | Total: $131.90 | |||
|---|---|---|---|---|
| Description | Quantity | Unit Price | Net Price | |
| Labor - 70 linear foot | - | - | $81.90 | |
| Part - 70 linear foot | - | - | $140.70 | |
| Mobilization | - | - | $50.00 | |
| Modifier - Modifier Parts discount : NOT REPLACING/ REINSTALLING AFTER FLOORING | - | - | ($140.70) |
• In the above example, please note the proposal has a clear description on why the outlined work is needed.
• In the above example, please note the proposal has used approved res code pricing.
• This proposal includes a modifier used with a clear statement of why it is in use.
Needs Improvement Proposal Description & Breakdown
| Proposal Description | |||
|---|---|---|---|
| Replace refrigerator water inlet valve No preset price for this res code Total: $278.75 | |||
| Description | Quantity | Unit Price | Net Price |
| Labor | 1.75 | $85.00 | $148.75 |
| Part - Replace refrigerator water inlet valve | 1 | $130.00 | $130.00 |
• In the above example, please note that the description states an issue, but there is no repair included for that issue.
• In the above example, please note that the pre-agreed pricing has not been used.
Invoicing Expectations Overview
Submission Guidelines
• Invoices are not to exceed the Vendor NTE amount on the work order based on time on-site and materials used. DO NOT COMPLETE REPAIRS WITHOUT PRIOR NTE APPROVAL.
• Best practice: Submit invoices in the One by Lessen™ portal within 5 days of work completion.
• Requirement: Invoices must be submitted within 30 days of work completion. Invoices submitted after 60 days will not be accepted unless delayed by something outside of your control (such as permit inspections).
• Webinars, online guides, and training videos can be found under your Training Resources tab in the One by Lessen portal.
Invasive vs. Non-Invasive Diagnostic
• Invasive diagnostics may be characterized by, but not limited to: assessments which utilize the use of tools other than simple measuring devices, partial disassembly of systems, use of sophisticated measuring gauges, in-depth examinations of equipment and/or areas of complaint, completion of temporary repairs and quotes for further repairs, and/or recommendations of the appropriate tradesperson to resolve the issue. Work orders determined to be “Non-Invasive” will be “Resolved Without Invoice.”
• Significant troubleshooting must include the use of tools in order to complete invasive diagnostics or include attempts to fix the current issue on good faith and within reason. All significant trouble- shooting should represent an investment of time and effort on the part of the technician on-site to fix, provide temporary repairs of, or diagnose a non-obvious defect. The Affiliate should be able to justify significant troubleshooting based on the steps taken to fix or diagnose the issue and what tools/gauges were used. Surface area measurements are not considered invasive diagnosis.
Invoice Submission Requirements
• Description of services
• Before and after photos
• Asset data (if applicable)
• Breakdown of final costs
• Note: Lessen reserves the right to review all invoices to ensure reasonable cost of material and labor rates.
• Best practice: Submit invoices in the One by Lessen™ portal within 5 days of work completion. To meet performance metrics, submit invoices prior to 30 days of completion.
• Invoices cannot exceed the Vendor NTE amount shown on the work order. If invoicing for an amount under the NTE, be sure to detail what was done on-site, and support your invoice amount with appropriate documentation and pictures. For replacement of large assets, please provide pictures of the new asset data tags and update the asset field on the work order with the new asset information.
• If applicable; please refer to that price list discussed with your Market Manager when quoting and invoicing to avoid rejections. If you are unsure if you have the most up-to-date price list or have not received one, please reach out to your Market Manager for more information.
Creating and Managing Employee Contacts
Find comprehensive guidelines for administrators on effectively overseeing employee accounts within Lessen’s ONE portal. <u>This document</u> covers procedures such as account creation, modification, deacti- vation, and reactivation, ensuring proper access control and compliance with organizational policies.