Maintenance Requests

Troubleshooting videos for general maintenance issues

All maintenance requests are required to be in writing through your online resident portal. You may also include photos to help us better understand your issue. Your online portal is the best method for submitting maintenance requests. It is submitted to our maintenance workflow process in real time and allows for tenant tracking.

After hours maintenance emergency requests: Please call the after hours maintenance emergency line at (818) 643-1990.

Some maintenance issues may not be able to be handled immediately. For instance, if you are calling at midnight about a clogged toilet, maintenance may not be able to go out until the morning. Please keep this in mind when calling.

The following are general guidelines of non-emergency maintenance items:

• Locked yourself out of your rental

  We do not provide “lock-out” services. If you lose your keys, or lock them inside your apartment, car, etc., please contact a locksmith. You will be responsible to cover the expense yourself. Once the locksmith changes your locks, be sure to provide us a copy of the new key as soon as possible. If we need to access your unit in the future and we do not have a copy of your key, you will be charged for changing the lock.

• Noisy neighbors

  This is not an emergency no matter how irritating it may be. If you are comfortable with approaching your neighbors about it, please do so. Sometimes all it takes is a knock on the door and a polite request. If it is a recurring problem, or they are not willing to reduce the noise, please contact the police department for your area at their non-emergency number. We will not get involved in domestic/neighbor disputes.

The following are general guidelines of emergency maintenance items:

• Major Water Leak

  There are 2 types of water leaks: those that can wait, and those that can’t. If the leak can be contained in a bucket or bowl until a maintenance person is available the next business day, it probably isn’t considered an emergency. (Small leaks underneath a kitchen sink, for example, can likely wait.) A gushing broken pipe, on the other hand, is a maintenance emergency.

• Overflowing Toilet/Sink/Bathtub

  If your toilet, sink or bathtub is overflowing and pouring onto the floor, it is considered a maintenance emergency. If your toilet is clogged, please try using a plunger first. Most stoppages in toilets are caused by excess paper. If it is not overflowing, it probably isn’t an emergency and should wait until the next business day. Additionally, if there is another functioning toilet in the home, it probably isn’t an emergency and should wait until the next business day.

• A Potential Gas Leak

  If you suspect there is a gas leak in your apartment, please call the gas company immediately. Be sure to turn off the malfunctioning appliance and its gas supply line, then leave your apartment until repairs can be made.

• Smoke

  If you smell or see smoke, call 9-1-1. This should be the first thing you do in any situation that may involve fire. Once you’ve called 9-1-1, call us to let us know what’s happening.

• Electricity has gone out

  First, check the circuit breakers. They are usually located in the kitchen, or in a closet or hallway. If they are not flipped, or if you try to reset them and nothing happens, call the electric company next. If everyone else in the building has power, there may be a problem with your specific account. If you recently moved in, perhaps you did not transfer electricity service to your name and it was turned off, or your account is past due and the electric company turned off your service.

• It’s raining and/or my roof/ceiling is leaking

  First, move any furniture out of the way and if possible, set up something to catch the water (bowl, bucket, jar etc.). If the leak is coming from the unit upstairs from you, especially if you can hear running water, please call us right away.

We pride ourselves on prompt service. If you will not be home, please make arrangements for access to your rental in your absence. If you do not provide us with permission to enter and want to be present and are not present at the pre-scheduled time when our maintenance technician or vendor arrives, you will be responsible for a no show/rescheduling maintenance charge.

Maintenance will contact you when they will be coming out to complete your maintenance requests. Most non-emergency requests will be completed the following week after submission.

If the damage was caused by neglect or misuse by you, you will be charged for the repair.

Lockouts are not emergency maintenance requests and we will not send maintenance to unlock your door. Please utilize a certified locksmith. You will be responsible for the bill. Please notify us and ensure we have a copy of your new key.

If this is an after hours maintenance EMERGENCY requiring immediate attention, please call (818) 643-1990.