Maintenance Requests
Maintaining your home is a team effort!
At our properties, we strive to ensure your home is comfortable and well-maintained. To clarify maintenance responsibilities, here's a breakdown of what we take care of and what falls under the residents' care:
We encourage residents to report any maintenance issues as soon as they arise. Early reporting can prevent minor problems from becoming major ones. For any maintenance requests that fall under our responsibilities, please submit a request through the resident portal or contact our maintenance team directly. We provide resources and guidance for handling the residents’ maintenance responsibilities. If you’re unsure how to address a minor issue, please reach out for advice.
Our goal is to maintain the quality and comfort of your home while balancing responsibilities. By understanding and adhering to these guidelines, we can ensure a pleasant living environment for all our residents. If you have any questions or need clarification on maintenance responsibilities, please don’t hesitate to contact our property management office.
Simplify Your Home Care
Download the app to submit requests!
Ember Realty’s App is designed to seamlessly integrate into your lifestyle, offering a convenient, efficient way to manage your home’s maintenance needs. Here’s everything you need to know about utilizing our app to enhance your living experience:
- Request Services Easily: Submit repair or maintenance requests with detailed descriptions, and enhance your submission with photos or videos directly from your phone.
- Track Services in Real Time: Stay updated on the status of your maintenance requests and receive push notifications for any updates or scheduled visits.
- View Service History: Access a log of all maintenance actions performed on your home for easy reference.
- Flexible Rescheduling: Adjust service appointments with ease and receive reminders to ensure you’re prepared for upcoming visits.
Quick Start: Download the app on iOS or Android to enjoy a streamlined approach to home maintenance, complete with real-time tracking and flexible management options. For support or questions, our leasing team is ready to assist.
Maintenance FAQ
You can submit a maintenance request through our online tenant portal, available 24/7. Simply log in, navigate to the maintenance request section, and provide a detailed description of the issue. Alternatively, for urgent issues, you can also call our maintenance hotline directly.
Urgent maintenance requests are issues that pose an immediate risk to health, safety, or property. This includes but is not limited to severe water leaks, electrical hazards, heating outages in cold weather, and lockouts. These should be reported immediately by phone.
Non-urgent maintenance requests are typically addressed within 48-72 hours. Urgent issues are prioritized and addressed as quickly as possible, usually within 24 hours. We will communicate any delays or need for additional information.
While we encourage tenants to handle minor issues like light bulb replacements and minor clogs, we understand that some situations may require professional assistance. If you’re unable to resolve a minor issue, feel free to submit a request, and we’ll advise on the best course of action.
If your maintenance request hasn’t been addressed within the expected time frame, please contact us again for an update. Provide the original request reference number to help us quickly locate and prioritize your issue.
Tenants are not responsible for maintenance costs related to wear and tear or systemic issues with the property. However, if damage is caused by tenant negligence or misuse, you may be responsible for the repair costs.
Once you submit a maintenance request, our team will contact you to schedule a visit. We aim to schedule visits at the earliest convenience and will work with you to find a suitable time.
Yes, you are welcome to be present during maintenance work. If you prefer not to be present or are unable to, our maintenance team can proceed with your permission, provided they have access to the area needing repair.
If a maintenance issue reoccurs after an initial repair, please submit a new maintenance request detailing the situation. We will address the issue promptly, investigating the cause to prevent future occurrences.
To prepare for a maintenance visit, please ensure the area needing repair is accessible and clear of personal belongings. If the issue involves an appliance or system, note any error messages or specific malfunctions to inform our team.