How to Submit Maintenance Requests (Including Emergencies)
Getting maintenance issues resolved quickly protects both you and the property. We have structured our request system to match the urgency of your situation, ensuring that emergencies get immediate attention while routine issues flow through the most efficient channel!
Non-Emergency Requests: Use Your Online Portal
For routine maintenance such as a dripping faucet, minor appliance issues, or general repairs that can wait a day or two, the online portal is your best option. Submitting through the portal creates a documented record, allows you to include photos, and routes your request directly to our operations team during business hours.
Access your resident portal here: Resident Portal
The portal allows you to track the status of your request and provides a clear communication thread between you and our team. We process portal submissions throughout each business day.
Emergency Requests: Call Our 24/7 Maintenance Line
For true emergencies, call us at (910) 447-9495 and select the option for emergency maintenance. We operate a 24/7 maintenance call center specifically for urgent situations that cannot wait until the next business day.
What qualifies as an emergency? Situations that pose immediate risk to health, safety, or could cause significant property damage if not addressed right away. This includes active water leaks or flooding, complete loss of heat in winter, gas leaks or gas odor, no working toilet in the home, electrical hazards, or break-ins and security issues.
Critical Information About After-Hours Communication
Text messages, emails, and online portal submissions are not monitored outside of business hours.
This means that if you submit an emergency through any channel other than a phone call after hours, it will not be seen until the following business day. We understand this may feel inconvenient, but the phone system ensures that a real person receives and acts on your emergency immediately.
Reporting maintenance promptly protects you. Your lease requires that maintenance issues be reported to us right away. When you report issues quickly, we can address them before they become larger and more disruptive problems. We present these reports to owners in the best possible light when the issue is brought to our attention through proper channels and in a timely manner!
Summary: Routine maintenance goes through your online portal. Emergencies require a phone call, especially after hours. This simple system ensures every issue gets the appropriate response time!