How We Handle Maintenance Requests (And How You Can Help Speed Things Up)

You submitted a maintenance request. Now what?

Here's exactly how we handle requests and what you can do to help us help you faster.

How to Submit a Request

Our Preferred Methods

• Online portal (if available)
• Email
• Phone (for emergencies)

What to Include

• Specific location
• Detailed description
• When it started
• Access information
• Photos/video if helpful

Good Request Example

"The kitchen faucet has been dripping constantly from the base since yesterday. I attached a photo. I'm usually home after 5 PM weekdays."

How We Prioritize

Emergency (Same Day)

• No heat in dangerous cold
• No water
• Flooding/active water intrusion
• Gas smell
• Electrical hazards
• Security issues

Urgent (24-48 Hours)

• Primary appliance failure
• Toilet problems (if only bathroom)
• Hot water issues
• HVAC not working in extreme weather

Standard (3-5 Business Days)

• Minor plumbing (drips, slow drains)
• Appliance quirks
• Cosmetic issues

What Happens After You Submit

1. Receipt and Review: Assessment of urgency and who handles it
2. Assignment and Scheduling: Coordinating your availability with technician
3. The Work: Diagnosis and repair
4. Follow-Up: Confirming resolution

How You Can Help

Provide Good Access

• Clear the area around the problem
• Secure pets
• Be available or provide instructions

Communicate Proactively

• Let us know if situation changes
• Respond to our follow-ups
• Be specific about availability

Be Patient (Within Reason)

Some repairs take time:

• Parts ordering
• Specialist availability
• Weather constraints

If stuck, follow up — a status update request is always appropriate.

Emergency Procedures

1. If immediate danger (fire, gas leak): Call 911 first
2. Take safe action if possible
3. Contact us immediately by phone
4. Document what happened

Our goal is quick, quality resolution. Clear communication in both directions makes it work.

Have a maintenance issue? Here's how to reach us.