2026 Pool Affiliate Guide
The 2026 Pool Affiliate Guide by Lessen outlines objectives, service expectations, performance metrics, and operational procedures to ensure affiliates deliver timely, high-quality pool cleaning, maintenance, and repairs through clear communication, defined scopes of work, proper training, and use of the One Onsite™ mobile app, thereby maintaining successful partnerships and resident satisfaction.
Lessen®
2026 Pool
Prep Pack
Affiliate Guide
2026 Pool Prep Pack . 3 Objectives . 3 Achieve objectives and assist in maintaining a successful partnership . 3 Do’s and Don’ts of a Successful Lessen Affiliate. 4 Usability . 5 Recurring Service Expectations . 6 Recurring Service Scope Requirements . 6 No Access . 7 Leak Detections . 7 Resident Responsibilities for Pool Maintenance Between Services. 9 Photo Requirements . 10 Service Rating . 12 How You Impact Overall Service Rating . 12 Performance Metrics . 13 Reactive Repair Metrics . 13 Recurring Pool Service . 14 Lessen: One Onsite™ Mobile App . 14 Mobile App Issues . 14 Resolution Codes: Tips for Compliance . 14 Mobile App Check Out Process . 15 Proposal Submission . 15 Rescheduling Service . 16 Invoice Submission Requirements . 17 Lessen Resources . 18
2026 Pool Prep Pack
We appreciate your partnership with Lessen, our clients, and the services you provide to residents. With this partnership, we provide best-in-class pool cleaning, maintenance & repairs to ensure residents have a clean, safe, and usable pool.
Objectives:
01 Set and communicate expectations for recurring and reactive services.
02 Define the scope of work, detailing tasks for recurring pool services.
03 Review performance metrics (KPIs) to assess service quality.
04 Provide adequate training and support to your team.
Achieve objectives and assist in maintaining a successful partnership.
Blueprint For Success
To succeed as a Lessen Affiliate, there are three key factors to keep in mind: speed, quality, and communication. These are the pillars upon which we build our partnerships, and they are essential to providing the best possible service to residents.
• Speed: Timeliness is crucial in our line of work. We expect Lessen Affiliates to perform services quickly and efficiently, ensuring a quick turnaround for work proposals and completion of tasks. This will help maintain a high level of customer satisfaction and minimize any disruptions.
• Quality: We expect Lessen Affiliates to take the necessary steps to ensure work is being performed at the highest quality and job sites are left neat and clean. This also includes being mobile app compliant, as this is an essential tool that we use to manage the business and track progress.
• Communication: We expect Lessen Affiliates to communicate quickly and effectively, providing clear notes, photos, and accurate completion of checkout questions on every work order. This will help to stay on top of the work being done and reduce unnecessary back-and-forth communication.
By keeping these three factors in mind - speed, quality, and communication - we can work together to provide the best possible service to residents and build a strong, successful partnership.
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
4 Do wear professional, appropriate and clean clothing. Scope of work
4 Do wear clearly branded apparel indicating the company and the name of your technician.
6 Don’t wear unclean and uncovered shoes in a resident’s home.
6 Don’t wear branded Lessen clothing when not conducting Lessen work.
Respect the resident and their property
4 Do communicate effectively, politely, and professionally with the resident. Avoid profanity, slang, and derogatory language.
4 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.
6 Don’t ask for or take any items from the home.
6 Don’t discuss topics unrelated to the scope of work.
6 Don’t take breaks on the premises, including smoke breaks. Never smoke on the premise.
Additional payments, kickbacks and bribes
4 Do discuss all payment directly with Lessen.
6 Don’t attempt to bribe a Lessen or customer’s employee to secure additional work.
6 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.
4 Do share all relevant information with Lessen pertaining to the work order.
4 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.
6 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
4 Do reschedule appointments within the One by Lessen™ portal or mobile app. Only reschedule appointments if necessary.
6 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.
Asset management and resident safety
4 Do protect the asset(s) on-site from further damages to the best of your ability.
4 Do report to Lessen anything you see on-site that may represent a danger to the asset or resident(s).
4 Do confirm all secondary fencing and/or pool cages are closed upon exiting property.
6 Don’t ignore any likely violation(s) of the lease term . If noticed, report to Lessen ASAP.
Usability
We believe that a pool is more than just a recreational feature - it is an essential part of a resident’s lifestyle. Residents rely on their pools for relaxation, exercise, and entertainment. As a Lessen Affiliate partner, it is your responsibility to ensure that their pools are always in top condition and ready for use throughout the year.
To achieve this goal, Lessen Affiliates must respond quickly when pool usability is in question. Access issues, equipment failures, resident behavior, or if the pool has turned green are a few examples. In any of these cases, it’s crucial that you help us identify what may be causing the pool to be unusable:
• Improper use of pump or timer
• Not filling the pool or turning off the autofill device
• Leaving foreign objects in and around designated pool area
• Overgrown vegetation
• Not maintaining between visits, etc.
When submitting a proposal for a “Green-To-Clean,” please be sure to include a clear explanation of why the pool turned green and provide supporting photos.
A “Green-To-Clean” pool that is found to be a result of ineffective recurring maintenance could result in a chargeback.
Steps to properly submit a Green-To-Clean proposal:
01 Thoroughly answer every question in the “Green-To-Clean” proposal and submit it to your office for review.
02 Photo Documentation: Before-and-after photos are required for all green-to-clean work orders and must be uploaded at the time of completion.
03 Pre-Approval Requirement: Green-to-clean services must receive documented pre-approval priorto scheduling or completion. Unauthorized services may not be eligible for payment.
04 Clear Scope Definition: The work order must clearly outline the conditions that qualify the service as green-to-clean versus standard maintenance.
IMPORTANT NOTE:
Please be advised that in the event of a pool turning green due to delayed services, the Lessen Affiliate will be held responsible for the cost of any necessary chemicals and labor to restore the pool to its proper condition. We understand that unforeseen circumstances can sometimes arise, but it is imperative that any issues or delays are communicated as soon as possible, and that every effort is made to perform weekly recurring services on the date they are scheduled.
IMPORTANT NOTE:
It is our expectation that “Green-to-Cleans” are completed within 5 days (not at the next scheduled recurring service). Routine standard repair work orders are to be completed within 14 days. For Urgent work orders this will be 5 days moving forward. Please reference the Performance Metrics Section below.
We will reassign work orders if they are not completed within the specified time frame, unless there is a justified reason for the
Recurring Service Expectations
All locations with a pool will receive weekly pool cleanings (unless directed otherwise). The weekly recurring pool services will be documented within ONE under Facilities as a recurring work order that begins with the letter ‘A’. The full breakdown of what is required of the Lessen Affiliate during a recurring service can be found below.
Any additional work that is needed to maintain the pool that is not a part of the scope of weekly pool service will be reported by the technician under the checkout questions. These reported issues will then be addressed as a Reactive WO.
Communicating accurate chemical readings and potential equipment problems is critical to the ongoing service of a pool. Please ensure ALL check out questions are answered correctly, indicating the actual work performed. Failure to properly service the pool on a recurring basis or accurately communicate needed repairs in a timely fashion will result in chargeback/at-cost work associated with the cost(s) to repair the issue(s), as well as potential reassignment of that pool from your portfolio.
Recurring Service Scope Requirements
01 Ensure pool chemicals are properly balanced using Chlorine, Shock, Acid, Bicarb, Soda Ash, Salt. Hardness and Stabilizer/CYA as needed.
02 Brush all pool walls, steps, and bench seats WEEKLY
03 Skim the pool surface, clean all baskets and nets associated with the pool equipment.
04 Cleaning of single cartridge filters is included as part of the recurring scope. Cartridge replacements are not included. Backwashing D. E and sand Filters as needed are included. Breaking down and cleaning D. E grids are not included. Cleaning sand filter with chemicals is not included. D. E Grid replacements are not included. Sand Replacement is not included.
05 Check, adjust accordingly, and verify timer settings
06 Confirm that the pool complies with all applicable laws, including, but not limited to, the Virginia Graeme Baker Act. Leave a message on the work order to note areas where the pool is not compliant.
07 Manually vacuum the pool to ensure pool is debris free.
08 The bottom of the pool should be cleaned when finished. Include photos providing evidence and answer check out questions appropriately
09 Maintain industry standard safety practices including but not limited to, utilizing safety barriers and properly labeled chemicals.
10 Ensure that all pools are operational, and their components are fully functional prior to leaving the Location and report any issues on the work order. If additional work is needed, please indicate via the check-out questions.
11 Inspect safety fencing around the pool (where safety fencing exists) and note any issues at check-out. Please ensure additional safety barriers are secure (gate, door, enclosure, etc.) Photos required
12 Please remove ALL debris after completion of work.
13 Do not use the bathroom in any location unless authorized by the resident.
14 Notify Lessen of any damage or neglect to the location.
Items that are not part of recurring service: Green-to-cleans, equipment repairs/replacements, basket and O-ring replacements, structural repairs, leak detection, multi-cartridge filter cleaning ** Filter cleaning schedules can vary by Affiliate agreement, filter type, and climate.
No Access
01 If the technician is unable to access the pool because the gate is locked, a dog is in the yard, or resident refuses service, please ensure the technician is taking a picture of the issue/situation they are reporting and leaving a door tag to note the missed service. As a reminder, please knock on the door to see if the resident is at home prior to leaving a door tag. The resident’s phone number is located on the work order should you need to reach out by phone.
02 Technicians are not to enter a property by jumping over a fence or by any way other than through a proper entrance. If you are unable to gain access to the pool, please document via photos and notify Lessen through the work order.
Leak Detections
Leak Detection – Scope of Work & What’s Included
When a Leak Detection Is NOT Needed
01 Low water level alone may not require leak detection. Please rule out heavy pool usage and/or evaporation as cause of low water level before performing leak detection.
02 If a visible leak is identified during recurring service, it must be:
a Notated on the service report.
b Quoted for repair.
03 A formal leak detection should not be submitted if the leak is already visible or confirmed.
What Is Included in a Standard Leak Detection
A standard leak detection service includes:
01 Dye Test
a Used to identify structural leaks in the pool shell, fittings, lights, and penetrations.
02 Pressure Testing
a Pressurizing plumbing lines to determine if underground or return/suction side leaks are present.
03 Diving Inspection a Diving the pool to inspect: b Main drain c Hydrostatic valve (if applicable) d Visible cracks or penetrations
04 Invasive Visual Inspection
a Inspection of accessible plumbing and equipment areas to identify potential failure points.
<Lessen®
05 Minor Leak Repairs
a Minor leak repairs include small leaks that can be fixed with underwater adhesive or repairs that do not need replacement parts.
b Application of underwater epoxy to seal small, accessible leaks.
c This is included at no additional charge when applicable.
What Is NOT Included
01 Ultrasonic underground leak detection to pinpoint underground plumbing leaks is not part of a standard leak detection service.
02 If ultrasonic testing is required, it must be quoted separately.
Photo & Documentation Requirements Before Submitting a Leak Detection Proposal
01 The following are required:
a Clear photos of the skimmer mouth showing low water levels.
a Documentation supporting suspected water loss.
02 Do not submit a leak detection proposal if:
a A visible plumbing or equipment leak is present.
b The leak source is clearly identifiable without testing.
After Leak Detection is completed the following documentation is mandatory
01 Photos and/or videos showing:
a Dye test results (if leak is structural)
b Pressure test results (if plumbing leak is identified)
c Ultrasonic findings (if separately approved and performed)
02 Photos of any repairs completed:
a Underwater epoxy applications
b Sealed penetrations
Resident Responsibilities for Pool Maintenance Between Services
General Rules for Resident Responsibilities Provided to resident by client
Water Levels
• It is important to maintain the appropriate water level at the midpoint of the pool skimmer basket inlet. Please fill pool as needed.
Pool Pump
Pool Skimmer, Brush & Vacuum
• Use a pool skimmer and vacuum as needed. Brush all pool surfaces to prevent debris from collecting. Debris removal *Clean out the skimmer basket between visits.
• Please run the pump during established times provided by the pool service provider.
Pool Toys
• Avoid small pool toys that may cause damage or block cleaning systems. Remove toys and floats when not in use.
Swimsuits Only
• Avoid non-swimming attire because such clothing retains levels of laundry detergent that cause pool chemical imbalances.
Service Appointments
• Make sure your pool is clean, your pets are secured, and your service provider has access to the pool area on service days.
Photo Requirements
Photo Name & Description
Example
01 Chemical Levels
A photo to confirm chemical levels is required when checking out of the service. Color guide should be visible in the photo.
| Parameter | Function | Ideal Range | Test Strips | |||||
|---|---|---|---|---|---|---|---|---|
| Alkalinity | Stabilizes pH | 80-120 pH | 0.1 M | 0.01 M | 0.01 M | 0.01 M | 0.01 M | 0.01 M |
| Alkalinity | Stabilizes pH | 80-120 pH | 0.1 M | 0.01 M | 0.01 M | 0.01 M | 0.01 M | |
| pH | Controls acidity | 7.2-7.8 | 0.1 M | 0.01 M | 0.01 M | 0.01 M | 0.01 M | |
| Total Chlorine | Kills bacteria | 1.3 ppm | 0.1 M | 0.01 M | 0.01 M | 0.01 M | 0.01 M | 0.01 M |
| Free Chlorine | Kills bacteria | 1.3 ppm | 0.1 M | 0.01 M | 0.01 M | 0.01 M | 0.01 M | 0.01 M |
| Cyanuric Acid | Protects chlorine | 30-50 ppm | 0.1 M | 0.01 M | 0.01 M | 0.01 M | 0.01 M | 0.01 M |
| Calcium Hardness | Prevents scaling | 200-400 ppm | 0.1 M | 0.01 M | 0.01 M | 0.01 M | 0.01 M | 0.01 M |
02 All Corners of Pool All four corners of the pool and spa (where applicable).
03 Pressure Gauge Pressure gauge reading for all filters at each PM service.
0 10 20 30 40 50 PSI
04 Plumbing and Equipment
Pool equipment area showing all plumbing and equipment.
05 Before and After
Each completed recurring work order should have a clear before and after photo of the pool.
Before After
06 Water Level and Skimmer
Issues with locked gates, debris, landscaping, or low water level (showing water below the skimmer or tile mid-point) should also include photos.
Photo Requirements
Photo Name & Description
Example
07 Secured Safety Fence
Upon completion, include photo of safety fence closed and secured. If any safety fence damage is observed, please take a photo of the area and notify Lessen of the damage. The photo should show the entire safety fence if possible to show that the pool is full secure
Safety Fence
08 Repair Needed (as needed)
If your technician is requesting a work order be created for a repair needed outside of scope of the PM service, photos to justify those repairs must be submitted. [Image: Im3]
R
09 Repairs (as needed)
Any serviced equipment both before and after any repairs are performed, and any repairs to equipment require photos of the data plate showing make, model, and serial number. [Image: Im6]
10 Door tag (as needed)
P/N 342002 PMP SUPERFLO VST 1.5 ALM SN 03393502110510 DATE 12/18/2021 CONTAINER ID SITE E
Anytime a door tag is left at the property, a photo must be uploaded. Please have a photo of the door tag on the front door of the home. (Entire door should be visible)
POOL SERVICE AND REPAIR
20%
As a rule of thumb, if you are experiencing an issue with a pool, be it mechanical, resident behavior or other issues, providing pictures and video will help Lessen resolve the issue. [Image: Im9]
Service Rating
As a rule of thumb, if you are experiencing an issue with a pool, be it mechanical, resident behavior or other issues, providing pictures and video will help Lessen resolve the issue.
After every completed recurring service visit and reactive repair, the resident receives a survey asking them to rate the following on a scale of one (1) to five (5):
• Please rate your recent maintenance experience overall.
• Please rate how easy it was to schedule your maintenance request.
• Please rate your recent experience with the maintenance tech.
How You Impact Overall Service Rating
You play a pivotal role in ensuring residents have a great experience living in their homes and are satisfied with the service you are providing. Here are some ways that you can make a positive impact. Our goal for survey responses is 2% for both recurring and reactive work.
• 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.
• Keep the Resident Informed: Let the resident know that they will be able to provide feedback on your services, and that they will receive a survey.
• Ask for a 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 hope I earned a perfect score today. ”
Performance Metrics
Reactive Repair Metrics
• Reactive Metrics are tied specifically to the reactive work orders (Work orders beginning with “B”) and as such, typically are associated with repairs needed on a pool.
• Below are the required response times based on priority of work:
| 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 |
• All timeframes begin at the time of Lessen dispatch except where noted. Business Days and times are defined as Monday through Friday 8 AM to 5 PM local time, excluding major US Holidays. ***
• Be confident that all priority timeframes can be met prior to accepting.
• **Timeframe begins when the work order enters Pending Vendor Quote.
• *** Holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Friday after Thanksgiving and Christmas Day
| Metric | Defined | SuccessThreshold |
|---|---|---|
| Full AppCompliance | Percentage of time that technicians use the app to check inand out of work orders | More than 90% |
| Missed appointmentwindow | Percentage of check-ins after the schedule window ends(only successful if the technician checked in with the app) | Less than 4% |
| Bad RescheduleVendor Caused | The quantity of work order reschedules within anAffiliate’s control | Less than 4% |
| Time toArrive Adherence | The % of the time an Affiliate successfully check-in toa work order before the priority-based SLA expires. | More than 85% |
| Time toQuote Adherence | The % of the time an Affiliate successfully submits a quoteon a work order before the priority-based SLA expires. | More than 90% |
| Average Service Rating | The average of all technicians work order ratings on a scale | More thanof 5.4.7/5 |
<Lessen®
Recurring Pool Service
Recurring Metrics are tied to recurring work orders, which are the standard weekly maintenance requests completed on the pools each week. This is exclusive of repair work orders (please reference the above metrics).
| Metric | Defined | SuccessThreshold |
|---|---|---|
| Full App Compliance | Percentage of time that technicians use the app to check inand out of work orders | 100% |
| Missed appointmentwindow | Percentage of check-ins after the schedule window ends(only successful if the technician checked in with the app) | Less than 5% |
| Reschedules by Vendor | Percentage of recurring WOs rescheduled from original dayof service | Less than 5% |
| Average Service Rating | The average of all work order ratings on a scale of 5. | More than4.7/5 |
| Average Service Rating | The average of all technicians work order ratings on a scale o | More thanf 5.4.7/5 |
Lessen: One Onsite™ Mobile App
We require all Lessen Affiliate technicians to use the mobile app when completing recurring pool service or reactive repair request. Please download and use the One Onsite Mobile App. Please reach out to the Lessen pools team if you need help with the app or run into any issues.
Mobile App Issues
01 In the event a technician experiences an issue with the One Onsite mobile app that prevents them from checking in/out of the work order, they must contact 866-663-0866 for assistance.
02 Before and after photos will be required on all work orders, regardless of app issues. If photos had to be taken outside the One Onsite mobile app, please have photos uploaded to the work order within 24hrs of the service date.
Resolution Codes: Tips for Compliance
• Limit the use of the Custom Resolution Code
• Use the appropriate Resolution Code from the library
• Please reach out to the Affiliate Market Manager if Pre-Agreed Pricing is incorrect, out of date, or needs to be renegotiated
Mobile App Check Out Process
01 After Service Photos: After completing the service or checking out for a return visit, you will be required to take after-service photos. In the WO details, click the “After Service” button on the bottom of the page to begin the check-out process.
02 Check Out: Tap on the “Check Out” button to continue the check-out process. In most cases you will have four options when checking out:
a 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.
b 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.
c 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.
d NTE Increase Needed: If the listed NTE limit is not enough to cover the cost of the repair, call Lessen to request additional funds before completing the work. Please follow the prompts when calling Lessen:
03 Check Out with Photos and Questions: The One Onsite 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 enough detail to document the completed service. Once your pictures are loaded, tap the “Submit” button.
04 Clean Up: Please pick up any tools or debris that has resulted from your repair or diagnosis. Even if you plan to return to complete the repair, please leave the area as clean as possible.
Proposal Submission
It is important to provide detailed information when submitting proposals for clients to understand if there has been history of the issue as well as the scope of work.
Each proposal must include:
• A detailed description of the scope of work being proposed and why it is needed for pump/motor replacement. Please have photos or videos of pump/motor along with the asset information and reason for failure (bearings, old age, corrosion, etc.)
• Photos supporting the proposal being submitted.
• Pricing that was agreed upon in your market
Review
Date 2/25/2023
Work order 87304702 SMI Assist LLC 875 North Michigan Ave, Suite 2000 Chicago, IL 60618
Proposed #: P-87304702_A3
Quote
Attention: Billing SMI Assist LLC 875 North Michigan Ave, Suite 2000 Chicago, IL 60618
Summary Pool is installed and required drain grout.
DETALS
87304702 Contracted 10/29/2023
Pool/Gen > Service > Green To Clean Pool has turned green
Check-in Check-out Technician
H000 - 875 N Michigan Ave, 2000, Chicago, IL 60618 Location History
Additional Questions Once your proposal is approved now, What is the primary reason for the e- Total number of additional visits after is any additional work needed by us?
CHECK OUT QUESTIONS
WORK ORDER ATTACHMENTS
PROPOSED COSTS $330.00
Qty Per unit Cost
Lubber Technician 100 $65.00 $65.00
Acid Wash 1 $275.00 $275.00
Drain pool, refill and start up chemicals 1 $90.00 $90.00
NTE: $25.00 Total: $330.00
Save on Template Submit
Lessen Affiliates should submit invoices for all work completed within 5 days of completion of that work as a best practice. Lessen Affiliates have 30 days to submit invoices before missing the SLA.
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.
Most regions have pool specific price lists Lessen Affiliates are required to follow, please refer to that price list when quoting and invoicing to avoid rejections. This also includes agreed upon prices for resolution codes. 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. Please see the Invoicing Expectations section in this document for general guidelines for invoicing.
Rescheduling Service
01 In the event recurring service needs to be rescheduled, you may update the new service by accessing the scheduled work order via the portal and setting the new schedule date/time. Failure to reschedule via the portal within 24 hours of the initial service date will result in the work order being moved into a Resolved Without Invoice status.
02 The means by which the resident was notified of their rescheduled service should be documented in the reschedule log.
03 Steps to reschedule a work order:
a Access the Affiliate Activity Center using your login credentials.
b Select the ‘Recurring WO’ option under Work Order Type
c Locate your missed work order and click the ‘Reschedule’ button.
d Input the new schedule time, reason for rescheduling, and technician who will be servicing the work. Click ‘Done’ to complete the reschedule process.
Filter by Clear All Status State Priority Due Date Work Order Type Reactive WO 4 Recurring WO 1 Snoozed
Missed - A10409349 Pool/Spa > Service > Routine Service Needed
Due in 7 Hours WO type Recurring Affiliate Service Cost $5.00 Priority Normal
Schedule Period 02/01/2022 - 02/28/2022
Special Instruction N/A
Add photos Reschedule Check In
Invoice Submission Requirements
The following is required when submitting your invoice
• Description of Services
• Before and After Photos
• Asset Data (if applicable)
• Breakdown of final costs
• Leak Detections will require video, photographic and/or lead detection report submitted
• Note: Lessen reserves the right to review all invoices for reasonable cost of material and labor rates
Investigate/Diagnose Policy
For reactive work orders, you may only charge one investigate/diagnose fee (standard or agreed upon labor rate) to cover trip, travel time, and the first hour of diagnostic Work. This is only applicable in instances where another affiliate is the assigned affiliate for the location on a recurring basis. You may not submit any additional charges for trip, travel, or diagnostic work other than as outlined in the preceding sentence. This will also be addressed during the resolution code process as well.
Invoice Submission Requirements
• Description of Services
• Before and After Photos
• Asset Data (if applicable)
• Breakdown of final costs
• Leak Detections will require video, photographic and/or lead detection report submitted
• Note: Lessen reserves the right to review all invoices for reasonable cost of material and labor rates
Lessen Resources
Points of Contact
Feel free to contact your dedicated OSC for your market at any time.
| Contacts | Market | Phone | |
|---|---|---|---|
| Cerise Fowler AMM | Nationwide | 623-552-9554 | [email protected] |
| Pool OSC | All regions | 312-690-7513 | Pools - Residential |
Important Information
If you have issues logging into the One Onsite Mobile App or receive an error message regarding your check-in range, call the Lessen Operations team at 866.663.0866 for further assistance.
Portal Training
Please head to the following website for more training videos to give to new employees or even a refresher for those individuals who have been working with this technology for a while. If you or your technicians have any issues or questions using ONE by Lessen, we offer many resources. The below link includes training videos to better familiarize yourself with the Lessen portal and One Mobile App<u>. Affiliate Trainings</u>
Lessen Marketplace
Lessen Marketplace offers multiple business partners including insurance services, tax support, & materials purchasing in an easily accessible consolidated experience. You can access Lessen Marketplace through the affiliate portal menu, or go directly to https://marketplace.lessen.com/
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