We want getting help to feel easy and straightforward. Whether you have a maintenance concern or a general question about your lease, knowing the right way to reach us means we can respond faster and make sure your request gets to the right person. Here’s everything you need to know.
For Repairs and Maintenance Requests
The fastest and most reliable way to request a repair is through your resident maintenance portal. Submitting requests there allows our team to track your request from start to finish, assign the right vendor or technician, communicate updates in one organized place, and maintain a clear record of the issue for any needed follow-up.
Because maintenance requests often involve vendor coordination and scheduling, most communication related to repairs will take place directly through the portal. You can learn more about how to submit a maintenance request in our full guide here. (Link to maintenance request article)
What to Include in Your Request
A little detail upfront goes a long way. When submitting your request, please include:
- A clear description of the issue
- When you first noticed it
- Photos or videos, if you’re able to share them
- Your availability for access
- Any other details that might help with troubleshooting
The more context you can provide, the faster we can move things forward on our end.
What Happens After You Submit
Once your request comes through, our team will review and triage the issue. You may receive follow-up questions through the portal, and a vendor or technician will be scheduled if a visit is needed. All updates will be posted directly in the portal so everything stays in one place.
For some minor issues, our team may be able to offer simple troubleshooting guidance through the portal before scheduling a visit, which can sometimes resolve things more quickly.
For General Questions and Non-Maintenance Requests
If you have a question that isn’t related to a repair, you’re always welcome to reach out to our team directly.
Email: support@myaltaliving.com | Phone: (415) 371-9195
General inquiries might include things like:
- Lease or billing questions
- Move-in or move-out coordination
- Building policies or procedures
- Account or portal assistance
Response Time Expectations
Our typical response time is within 24 to 48 hours, excluding weekends and holidays. Response timing may vary depending on the nature and complexity of your request or any vendor coordination involved. We always aim to get back to you as quickly as possible and prioritize based on urgency. If there are urgent situations, please contact the phone line directly for help.
In an Emergency
If you’re ever facing an emergency, please refer to the emergency contact instructions included in your lease or move-in materials.
For any immediate threat to safety or property, please call 911 first. Once it’s safe to do so, notify our team so we can coordinate any building-related response and support you through next steps.
Situations that may require emergency contact include:
- Active water leaks causing flooding
- Fire or smoke
- A smell of gas
- Any situation that poses an immediate safety risk
A Quick Guide to Reaching the Right Team
Not sure where to send your request? Here’s a simple way to think about it:
- Maintenance issues belong in the resident portal
- General questions are best directed to our email or phone line
Using the right channel helps your request reach the right person quickly and avoids any unnecessary delays.
We’re Always Here
Our goal is to make communication feel simple and reliable so you can focus on enjoying your home. If you’re ever unsure where to direct something, please don’t hesitate to reach out. We’re happy to point you in the right direction.
