Our damage playbook
No guesswork. If something goes wrong, we already have a plan.
Most problems in an empty home start small: a slow drip, an AC that's struggling, a tile that blew loose in a monsoon. What matters is what happens in the next hour. Every Spare Key watcher follows the same written playbook, so you get the same calm, fast response every time, no matter who is at your door.
A call within 2 hours on anything urgent
Nothing over your limit without your yes
Licensed, insured pros only
No vendor kickbacks, ever
Step one: how serious is it?
We sort every problem into one of four levels
The level decides how fast you hear from us and how fast help comes. When in doubt, we treat it as the more serious level.
Emergency
Call now
Water on the floor, a gas smell, smoke, a break-in, or your AC off with the house at 90°F or hotter.
We call you before we leave your home. Help comes the same day.
Urgent
Within 2 hours
A slow drip, an AC that's struggling (88°F inside), a roof tile missing before monsoon, a fridge that's failing.
We call or text within 2 hours. A pro comes within 1 to 3 days, with your OK.
Routine
In today's report
Worn caulk, a dripping outdoor faucet, a sticky door, a cracked tile.
It's in your same-day report. You decide if and when to fix it.
Watching
Every visit
A hairline crack, a faint stain, a moisture reading that's a little high.
We measure and photograph it every visit. If it gets worse, you hear from us.
What happens next
The same six steps, every time
- 1
Safety first
If anything looks dangerous, like signs of a break-in, a gas smell or smoke, we don't go in. We call 911 first, then you.
- 2
Stop the damage
We shut off the water, the power to that circuit or the sprinklers, put down towels and buckets, and close up the house. First aid only, never repairs.
- 3
Prove it
Photos before and after, moisture and thermal camera readings, and a check against the photos we took when you joined, so we know what's new.
- 4
Call you
A real phone call: what we found, what we already did and what we recommend. Photos follow within minutes, and the full report the same day.
- 5
Get the right pro
Your own plumber or AC company first. No one to call? A licensed, insured pro from our checked list, with 24/7 options for nights and weekends.
- 6
Check the fix
We look at the repair again on the next visit, or within 48 hours for water and AC problems, and re-test it with our moisture meter and thermal camera.
First aid, not repairs
We stop the damage. Licensed pros do the repairs.
Fixing things takes an Arizona contractor's license, and we're home watchers. So we do what stops a small problem from getting bigger, then get the right pro in.
What we do on the spot
- Shut off the main water or the valve under a sink or toilet
- Set the water heater to vacation
- Switch off a breaker (and reset a tripped one once)
- Turn off a leaking sprinkler zone
- Put down towels and buckets, and move small items out of the way
- Close and lock doors and windows, and close blinds against the heat
- Set the thermostat back to your setting
- Throw out spoiled food, with your OK
- Clear light storm debris by hand
What we never do
- Repairs or installs of any kind (that takes an Arizona contractor's license)
- Patch a leak with tape or sealant
- Climb on your roof (we use a zoom camera from the ground)
- Touch gas lines or pilot lights
- Remove mold, pests, nests or sewage
- Drive your car or golf cart
- Approve work or spend your money without your OK
Your home, your money, your call
You stay in control of every dollar
Nothing over your limit without your yes
You set an emergency limit when you join ($500 unless you pick a different amount). It only covers stopping the damage, like a plumber shutting off a burst line, and only if we can't reach you or your backup contact. The full repair always waits for you.
A text is all it takes
Reply "Yes, go ahead" and we save it to your file. No forms, no waiting.
Two quotes on bigger jobs
Anything over $1,000 that isn't an emergency gets two quotes, unless you tell us to just call your guy.
Vendors bill you directly
We never mark up a bill or take a cut. Any part we pick up for you is billed at cost, with the receipt.
We don't get paid by any vendor we recommend
No referral fees, no kickbacks, no gifts. Ever. We recommend who's best for your home, period.
Want to wait? Your call.
We'll tell you once, plainly, what could happen if it waits. Then we keep an eye on it every visit.
Real situations
Common problems, and exactly what we do
A few of the plans our watchers carry. We also set up your home's own plan at your walkthrough: where your shut-offs are, who your pros are and how to reach your family.
Water leak or flooding
Water off at the main, water heater off, power off near the water if it's safe. Photos and moisture readings, then we call you. A plumber and a water cleanup company come next, because mold can start in 24 to 48 hours. We check daily until it's dry.
AC out in July
We check the thermostat, breaker and filter. Still off and 90°F or hotter inside? Same-day AC company. We close the blinds, check the fridge and wine cooler, and re-check the temperature the next day.
Monsoon or dust storm
Full Care and Concierge get an extra visit within 24 hours: roof (from the ground), windows, doors, trees, debris, water at the doors, power and AC. Essential homes are checked at the next visit.
Break-in
We don't go in. 911 first, then you. We walk through with police, photograph everything, get the report number, secure the home, change the lockbox code, and come back for a free re-check within 48 hours, on every plan.
Hidden leak
A wet spot, a high moisture reading, or the water meter moving with everything off. Water off, thermal camera photos, and a leak-detection pro.
Pack rats or pests
Photos and a call to a licensed pest or wildlife pro. In your car or golf cart? We tell your mechanic to check for chewed wires too.
Power out
Your whole street, or just your house? A utility outage gets reported, and we re-check the fridge, freezer and AC when power is back. Just your house means an electrician.
Roof damage
Zoom camera photos from the ground, then we check the ceilings inside for stains. A roofer comes before the next rain, and only the roofer puts up a tarp.
Insurance claims
If you need to file a claim, we bring the proof
Many homeowner's policies ask you to report damage quickly and take steps to prevent more. That's exactly what our playbook does, and it's all written down.
- Dated photos and readings, before and after
- The visit report and a written timeline of what we found and did
- Your starting photos from the day you joined, to show what's new
- We can meet the adjuster at your home
You file the claim with your insurance company. We're not public adjusters, so we don't negotiate claims.
No surprise bills
What extra trips cost
| When | Essential | Full Care | Concierge |
|---|---|---|---|
| Problem found on a scheduled visit (photos, first aid, calls) | Included | Included | Included |
| Extra trip while you're away: emergency, vendor or adjuster | $50 an hour | $50 an hour | Included |
| Nights, Sundays and holidays (outside Mon–Sat, 8 a.m. to 6 p.m.) | $75 an hour | $75 an hour | Included |
| Meeting a vendor or adjuster while you're home | $50 an hour | Help hours, then $50 an hour | Help hours, then $50 an hour |
| Re-check after a break-in (within 48 hours) | Free | Free | Free |
| Storm check within 24 hours | At your next visit | Included | Included |
One-hour minimum per extra trip, then 30-minute blocks. Repairs are billed by the pro you choose, straight to you.
Want a plan like this for your home?
At your free walkthrough we find your shut-offs, note your pros and write down your home's plan, before you ever leave for the summer.