A Fully Managed Maintenance Partnership at National Scale
Invitation Homes has partnered with Lessen since 2015 to implement a fully managed, end-to-end maintenance system for over 80,000 single-family rental homes nationwide, resulting in improved cost efficiency, resident satisfaction (93% customer service rating), over 20% work order avoidance through troubleshooting, and 86% vendor compliance, thereby enhancing technician productivity and service quality across 700,000+ annual work orders.
A Fully Managed Maintenance Partnership at National Scale
Overview
Managing maintenance for tens of thousands of single-family rental homes means balancing cost, speed, and resident experience at once. Invitation Homes (NYSE: INVH) has worked through that balance with Lessen since 2015, in a partnership renewed through 2028 covering 80,000+ homes and 700,000+ work orders a year across 50+ trades — one fully managed system from intake through payment.
The Challenge
• Intake, dispatch, and payment ran separately • Satisfaction and cost had to improve together • Needed a multi-cycle, long-term partner
The Solution
• One by Lessen™ end-to-end managed system • Troubleshooting and recall avoided dispatch • Vendor accountability with fast payment
Results & Highlights
93% Customer Service Rating Average customer service rating, with more than 85% of residents rating the service 5 stars.
20%+ Work Order Avoidance Of resident work orders avoided through troubleshooting, resident-responsibility determination, and vendor recall.
86% Vendor App Compliance Full vendor compliance with the Lessen portal and mobile app, supporting fast, reliable vendor payment.
“This made a significant difference in the productivity of our maintenance technicians and resulted in an uptick in the percentage of service requests addressed in-house rather than by third-parties.
— Charles Young, Chief Operating Officer, Invitation Homes