MaintenanceGuideline
All maintenance requests need to be submitted through the resident login portal. If you need assistance with setting up your login and password please contact the office.
Only maintenance emergencies will be taken over the phone. If you have not received a call back with in 15 minutes please dial again and repeat same procedure to ensure that we received the correct information. Only situations that are of an emergency nature will be responded to.
Emergency is defined as: Anything relating to the property under the lease that is threatening to life, health or the integrity of the property. In the event that there is imminent danger to your health or safety (life threatening emergencies such as a fire, gas leak, or CO2 alarm), exit the property and dial 911 immediately.
Please review guidelines below to determine whether a maintenance and repair request submitted by a tenant is considered urgent.
Emergency Requests
Water Leak:
When there is any flooding or constant water flow that cannot be stopped by turning off water for the entire home.
Some examples include: roofs, sinks, toilets, and HVAC. While you wait for assistance:
1. Turn off the water source, which is either the line to the broken pipe or the main water supply line.
2. Put a bucket underneath any water pipe that may be dripping water.
3. Unplug any electronics in close proximity
4. Mop up any water that may be on the floor or causing damage.
5. Point fans towards any water that you cannot remove (e.g. in carpet or cracks).
6. Take photos in the event an insurance claim needs to be filed.
Please make sure to check the troubleshooting guide for plumbing before considering this an emergency.
Water Heater:
When the heater has burst.
1. Turn off the water - There is usually a blue knob or lever on the pipe leading from the wall to the water heater. Turn this clockwise to turn the water off.
2. Turn off the power - You may either turn the water heater off (there is usually a power switch at the base) or flip the breaker to the off position at the main power supply.
3. The technician will drain your water heater when they arrive but if your tank is leaking heavily, you may want to drain it prior to the technician arriving to prevent damage.
Please follow the directions below to drain your heater:
a) Hook a garden hose to the drain valve at the bottom of the tank and run it outside on the ground. Make sure you drain the tank to a proper location such as a gutter drain or sink. Do not drain the water onto your lawn or driveway as sediment and rust from the tank can harm your grass or stain your driveway.
b) Open the drain valve where the hose is attached.
c)Open the pressure relief valve on top of the tank by pulling up on it.
d) Allow the water in the tank to drain out.
Heating:
When it is below 40 degrees farenheit outside.
Tenants are requested to troubleshoot through the below steps before a service professional is initiated:
1. Confirm the thermostat is turned on
2. Confirm the thermostat has batteries
3. Check the circuit breakers and GFCI
4. Checked and cleaned the filter
5. Confirm whether the heater is blowing cold air or no air at all
6. No heat exists anywhere in the home
7. Temperature will remain below emergency threshold for the next 4 hours
Please make sure that your maintenance request includes a photo uploaded of your thermostat reading as well. If you are not at the legal limits and its during the weekend, then we recommend purchasing a portable heater until a weekday scheduled appointment.
Air Conditioning:
When it is above 95 degrees farenheit outside.
Tenants are requested to troubleshoot through the below steps before a service professional is initiated:
1. Confirm the thermostat is turned on
2. Confirm the thermostat has batteries
3. Check the circuit breakers and GFCI
4. Checked and cleaned the filter
5. Confirm whether the heater is blowing warm air or no air at all
6. No A/C exists anywhere in the home
7. Verified the "feels like" temperature using Google weather for the city/state.
8. Temperature will remain above emergency threshold for the next 4 hours
9. If after business hours: Issue can be deferred until the morning as long as the temperature is cooling to below the limit within the next 4 hours.
Please make sure that your maintenance request includes a photo uploaded of your thermostat reading as well. If you are not at the legal limits and its during the weekend, then we recommend purchasing a fan or small AC unit until a weekday scheduled appointment.
Toilet Not Working:
Only an emergency when there is just one toilet in the home or all toilets are not functioning.
Please make sure to check the troubleshooting guide for plumbing before considering this an emergency. A property manager will charge back if this can be fixed through one of these steps.
No Water:
Please make sure to call your local water company first to confirm if there is any work being done in the area or any issues with the account.
No Hot Water: Only if there is absolutely no hot water and it is between the hours of 9:00am and 5:00pm Monday - Friday. If there is no hot water at any other time please use temporary measures.
Electricity Outage:
Only an emergency after you have: 1) confirmed with the electric company that there is no outage on the grid 2) check all the breakers by flipping them ALL hard to the OFF position and then back on and reset all GFI circuits in the house.
Partial outages do not represent an emergency. If a wall switch or outlet begins to smoke or smell remove all plugs and turn off switch, if necessary call the fire department.
Burning or Melting Outlet:
When you see or smell an electrical outlet burning or melting.
Unplug anything that may be plugged into the outlet immediately
Additional recommendation: Turn off the breaker.
Gas Smell:
When you smell gas or your carbon monoxide detector sounds.
Exit the property to a safe distance and dial 911.
Fire:
Exit the premises safely.
Exit the property to a safe distance and dial 911.
Lockouts:
While this is an emergency, this is the tenant's responsibility (meaning the tenant has to pay for a locksmith to come out) unless it is caused by a malfunction of the lock. Lost or misplaced keys are to be paid by the tenants.
Non-emergency Requests
No Hot Water:
No water is urgent, but no hot water is not unless it has been more than 2 days without hot water.
Toilet Backup:
Only urgent when the entire plumbing drain system is stopped (all sinks and drains). Please see above and also review troubleshooting tips here.
Noise Complaints:
Can be dealt with by reviewing the local noise ordinances near you and by calling 911. If you are in a HOA community, where there is an HOA manager, then you will want to notify the HOA manager.
Assigned Parking Spaces:
Not considered an emergency.