How to report a maintenance issue

Tell your property manager about something that needs fixing, say how urgent it is, and follow the repair through to the visit.

Before you start

• You need a tenant account linked to your lease.
• A clear description helps. Say what is wrong, where it is, and since when. A photo helps too.

Steps

1. Sign in. You land on Your home.
2. In the Report a maintenance issue panel, describe the problem and add a photo if you can.
3. If you rent more than one home from the same manager, pick the right one under Which home?.
4. Choose How urgent is it?. The options describe what is happening rather than a number, so pick the one that matches. Urgent means unsafe, no heat, no water, or flooding.
5. Submit the request.

What happens next

• A request is created and your property manager is told about it. An urgent request also reaches them by email or text, depending on how they set their notifications up.
• Follow its status in the Your maintenance requests panel on Your home. Select a request to open it.
• When your manager books a visit, the date shows in the Visit column and you are notified with the date. Until then it reads Not booked yet.
• You and your manager can leave comments on the request. You are told when they reply or change the status.

Troubleshooting

• It is an emergency (flood, gas, no heat in winter, anything unsafe). Do not wait on the app. Call your manager and emergency services as needed, then log the request so there is a record.
• No update yet. Add a comment on the request to nudge it. Your manager sees the whole thread.
• The visit says Not booked yet. Your manager has not set a date. Add a comment asking when they expect to attend.
• It went to the wrong home. Report it again on the right one under Which home?, and comment on the first request so your manager can close it.