Submitted a Maintenance Request? Here's What Happens Next
Submitting a work order through your resident portal is the single fastest way to get a repair handled. The moment your request comes in, a process kicks off behind the scenes that most residents never see. Understanding how it works will help set accurate expectations and, in many cases, help you get repairs resolved faster.
Step 1: A Work Order Is Created and the Owner Is Notified
The instant your request hits our system, a work order is generated and we loop in your property owner. This is not optional or situational. Owners are partners in this process, and we keep them informed from the start.
At the same time, our team reviews your description and, when possible, begins troubleshooting with you directly. A surprising number of issues can be narrowed down or even resolved with a quick conversation before a vendor ever steps foot in your home. We take that step seriously because it saves everyone time.
Step 2: Every Property Has a Pre-Approved Spending Limit
Here is something most residents don't know: every home in our portfolio has a pre-approved maintenance threshold established between us and the owner. For routine repairs that fall within that limit, we can dispatch a vendor and move fast. For larger issues, we are required to get explicit owner authorization before proceeding.
What this means practically: if your HVAC system fails entirely, we cannot simply approve a full system replacement on our own authority. That kind of expenditure requires two competitive quotes and direct owner sign-off before any work begins. We know that's frustrating when you're without AC in July. It's also the professional and legal standard we are bound to, and it protects you as much as it protects the owner.
Our goal is to move through this process as quickly as humanly possible. We maintain established relationships with trusted vendors precisely so we can get quotes and scheduling done in days, not weeks.
Step 3: We Investigate Whether the Repair Is an Owner or Resident Responsibility
This is the part of the process that sometimes surprises residents, and we'd rather you hear it from us directly than encounter it unexpectedly.
As vendors diagnose a repair, it occasionally becomes clear that the root cause falls under resident responsibility rather than a normal wear-and-tear issue the owner would cover. Two of the most common examples:
A clogged air filter is one of the leading causes of AC failures. When a system shuts down because the filter hasn't been changed, the repair and any related service fees become the resident's responsibility. The same logic applies to plumbing blockages caused by materials that should not be flushed or put down a drain. When a vendor pulls a clog that is clearly resident-caused, that cost is passed through accordingly.
We never enjoy delivering that news, and we don't go looking for reasons to charge residents. But when the evidence is clear, we have an obligation to the property owner to document and address it honestly.
The Fastest Path to a Resolved Repair
Two things consistently determine how quickly maintenance gets handled:
Submit through the portal. Phone calls and texts get lost in the shuffle. A portal submission creates a documented, time-stamped work order that moves through our system automatically. That's your starting gun.
Be ready to schedule promptly. Once a vendor is dispatched, the clock runs on your availability as much as theirs. Delays in scheduling, missed appointments, or difficulty allowing entry are the number one reason repairs drag out longer than they should. If you can respond quickly and grant timely access, most repairs are handled within a matter of days.
We're working hard on our end every step of the way. The more we can work in sync, the better the outcome for everyone.