Your comfort at home matters to us, and when something isn’t working the way it should, we want to make it easy for you to let us know. This guide walks you through how to submit a maintenance request, what to include, and what to expect once you do.
The Resident Portal Is Your Starting Point for Non-Emergency Requests
The preferred and most efficient way to submit non-emergency maintenance requests is through your resident portal. Submitting a request there ensures your concern is properly recorded and directed to the right person right away.
You’re welcome to submit a request at any time, including evenings and weekends. Even when the office is closed, your request comes through and will be reviewed as soon as our team is in office. The portal also keeps all communication in one place, making it easy to track updates along the way.
And if you’re ever unsure whether something qualifies as a maintenance request, please don’t hesitate to submit one anyway. We’re always happy to take a look.
What Counts as a Maintenance Request?
A maintenance request is appropriate whenever something in your home isn’t functioning as expected. This might include things like:
- Plumbing leaks or drainage issues
- Appliances not operating correctly
- Outlets or lights that have stopped working
- Heating or ventilation concerns
- Doors or windows that are no longer functioning properly
If something feels off but you’re not quite sure whether it needs attention, it’s always worth letting us know. Catching issues early often prevents small concerns from becoming larger repairs down the road.
A Little Detail Goes a Long Way
When submitting your request, sharing a bit of context helps our team respond more effectively. Let us know what’s happening, where in the apartment the issue is located, and when you first noticed it. If the problem seems to be getting worse over time, that’s especially useful information to include.
Photos are always appreciated when you’re able to share them, as they often help us assess the situation before anyone even arrives.
For example, rather than noting “heater broken,” something like “the heater turns on but is blowing cold air in the living room” gives our team a much clearer picture to work from.
We May Suggest a Few Simple Checks First
After reviewing your request, our team may follow up with a few easy troubleshooting steps for minor issues where appropriate. These are always simple, safe suggestions, nothing technical or complicated, and they sometimes resolve the issue right away without the need for a service visit.
Common examples include resetting a circuit breaker, pressing the reset button on a nearby outlet, checking thermostat settings, or confirming that an appliance is receiving power.
If those steps don’t do the trick, we’ll move forward with scheduling a visit.
What Happens After You Submit
Once your request is received, it’s reviewed and prioritized based on urgency. From there, our maintenance team will determine the best next steps, whether that’s a quick remote resolution or scheduling someone to come by.
Some repairs are handled quickly, while others may require ordering parts or coordinating with an outside vendor. If we need access to your apartment, we’ll follow the entry instructions you provide in your request and keep you informed along the way.
Our team aims to respond to most inquiries within 24 to 48 hours. Response timing may vary depending on the nature and complexity of the request, vendor availability, or other factors outside of our direct control. We always prioritize based on urgency and appreciate your patience when coordination takes additional time.
What to Do in a Maintenance Emergency
If you’re ever facing a life-threatening situation, please call 911 first.
For urgent maintenance issues requiring immediate attention, please follow the emergency contact instructions provided in your lease or move-in materials rather than relying solely on portal messaging. Reaching out directly ensures we can respond as quickly as possible and coordinate any building-related response.
Situations that may require emergency contact include:
- Active flooding or a burst pipe
- A strong smell of gas
- Electrical sparking or burning odors
- Loss of heat during cold weather
- Any situation that poses an immediate safety risk
We’re Always Here
We want your home to feel comfortable and well cared for, and our team is genuinely glad to help whenever something comes up. Residents are always welcome to report concerns through whatever method is most accessible to them. If you ever need assistance accessing the portal or submitting a request, please reach out. We’re happy to walk you through it.
