Turning in Maintenance Requests

One of the most common calls we receive from tenants is the maintenance request.  My hope is that this post will help you turn in a maintenance issue quickly, efficiently, and painlessly.

Maintenance Issue during Office Hours

To turn in a maintenance issue during our office hours of 8-5 Monday through Friday, you need to call our main office number at 205-345-1440.  When our office staff answers the phone, simply tell them that you would like to turn in a maintenance request then give them the following information:

  1. Your name
  2. Where you live–this means the property AND the apartment number.
  3. Then give us a detailed description that tells us the problem, the location of the issue, and any steps you might have taken to solve the issue.

Here are some examples of incorrect and correct maintenance requests:

Incorrect

“My A/C doesn’t work”

Correct

“Hi, I would like to turn in a maintenance request…This is Mickey Mouse at 314 Bryant Drive…my A/C is blowing, but the air is not cold. Thank you”

Incorrect

“My faucet is dripping.” or “My faucet won’t stop running”

Correct

“Hi, I would like to turn in a maintenance request…This is Big AL of 622 Quail Valley…the bathroom sink in the hallway has a constant drip coming from the spigot.”

Or

““Hi, I would like to turn in a maintenance request…This is Lucy Ricardo of 315-D Cedar Crest Square…the bathroom sink upstairs has a steady leak coming from the pipes underneath the sink. I have placed a bowl underneath to catch the water and would appreciate your attention to the matter as soon as possible”

Finally, we do care very much about getting your issues fixed in a timely manner, but you should know that maintenance is like medical triage. We get to the list, but if an emergency comes in that gets priority.  Issues that are considered priority are busted pipes, A/C during summer and heat during winter (esp. for our elderly tenants), defrosting refrigerators, and boarding up windows after a break-in or severe weather.

Emergency Maintenance Issue

First, you need to determine if it is in fact an emergency. Leaks that might flood the apartment, problems with heating or cooling in severe temperature extremes, defrosting refrigerators, and boarding up windows after a break-in or severe weather are considered after-hour emergencies just as they are considered priorities during office hours.  If your situation fits, call the main number 345-1440, and an answering service will send out our maintenance crew. If you are unsure if a leak fits the criteria, call the answering service, and a trained technician will make the call for you. Just know that if you misrepresent the situation, you will be charged $60.00 per hour.

Thanks,

Kate

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