Whether you are a current resident or considering moving into one of our properties, understanding how maintenance works ensures a smooth, stress-free living experience. Below are answers to the most common questions about our maintenance process.
What counts as a maintenance emergency?
An emergency is any issue that threatens resident safety, could cause severe property damage, or makes the home unlivable.
Examples of Emergencies:
Gushing water or uncontrollable flooding
Total loss of heat during extreme cold
Total loss of electricity (after checking with the utility provider)
Smelling gas (leave the property immediately and call the gas company first!)
Fire (call 911 immediately)
⚠️ Note: For after-hours emergencies, please call our 24/7 emergency maintenance hotline at [Insert Phone Number]. Non-emergency requests submitted through this line may be subject to a fee.
What is considered a non-emergency or routine request?
Routine requests are issues that affect convenience or comfort but do not pose an immediate danger or risk of property damage. These are handled during standard business hours.
Examples of Routine Requests:
A dripping faucet or running toilet
Broken blinds or torn window screens
Appliance malfunctions (e.g., dishwasher or microwave not working)
Squeaky doors or peeling paint
How long does it take to get something fixed?
We prioritize requests based on urgency:
Emergency Requests: Addressed immediately, typically within 1 to 4 hours.
Urgent Requests (e.g., no hot water): Usually resolved within 24 to 48 hours.
Routine Requests: Typically completed within 3 to 7 business days, depending on technician availability and parts ordering.
Do I need to be home for the maintenance technician?
No, you do not need to be home. On your maintenance request form, you can grant us "Permission to Enter." This allows our licensed and vetted technicians or vendors to access the property using our secure key system.
If you prefer to be present, you can note that in your request, and our coordinator will work with you to schedule a specific time slot.
Will I be charged for maintenance repairs?
Landlord Responsibility: The property owner covers the cost of normal wear and tear, structural issues, and failing appliances or systems (like a water heater reaching the end of its lifespan).
Tenant Responsibility: Tenants are responsible for damages caused by misuse, neglect, or accidents (e.g., a window broken by a baseball, a toilet clogged by flushing foreign objects, or burnt-out lightbulbs).
What maintenance am I responsible for as a tenant?
To keep the home running smoothly, we ask tenants to handle basic upkeep, including:
Replacing lightbulbs and smoke detector batteries.
Replacing HVAC air filters every 1 to 3 months.
Keeping the property clean and free of trash to prevent pests.
Reporting any leaks or issues immediately before they become major problems.
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