For life threatening emergencies, such as fire, always call 9-1-1 first!
Emergencies
Report immediately by phone
The following are emergencies and should be reported by phone rather than the portal to ensure proper attention.
If it is after-hours follow the prompts to leave a voicemail for the after-hours maintenance technician.
Do not submit emergency requests in the portal or by email as these will not be received by the on-call technician.
Water
Floods, leaks, and/or visible standing water of any kind are emergencies. Examples: broken pipe, ceiling leak, plumbing back up.
Security
An unsecured apartment is an emergency. Examples: broken window, apartment door that won't lock.
In the event of a break in, call 9-1-1 and then call our office.
Lockout
A photo ID of someone on the lease must be presented upon arrival, or the technician will not provide access. A lock out fee will be charged to the account. Please note that if you live in a building with electronic key access and your keycard/fob is present, but stops working you will not be charged.
Toilet
If you only have one toilet in the apartment and cannot clear the blockage with a plunger, call for emergency maintenance. If you have more than one toilet in the apartment, please add a service issue in the Resident Portal.
Air Conditioning/Heat
If outside temperature is above 85 degrees and your thermostat unit is reading above 78 degrees, this is considered an emergency.
If outside temperature is below 50 degrees and your thermostat is reading below 65 degrees, this is considered an emergency.
Smoke & Carbon Monoxide Detector
If the alarm is sounding (not chirping, which means the battery is low), first vacate the apartment. Then call 9-1-1, then call the office.
Smoke detectors indicate a low battery by chirping every 30 to 60 seconds. This is not an emergency. You should change the battery (9v) which can be purchased at any grocery store, drug store, convenience/gas station.
Gas Odor
If you smell gas, first vacate the premises, then call Duke Energy at 1-800-544-6900, then call the office.
Complete Power Outage
If all power is out, check circuit breakers and flip any switch which may be in the "Off" position to the "On" position. If this does not restore electricity, check Duke Energy's Outage Map. If there is no outage reported, call the office.
Partial outages are not considered emergencies but can be reported through the Resident Portal for regular service.
Non Emergencies
Report in Resident Portal
The following are not emergencies and should be reported through the resident portal. These will be given highest priority and we will respond as soon as possible, during business hours.
Refrigerator Stopped Running
Keep the door closed as much as possible and only open if necessary. Add a service issue in the resident portal.
No Hot Water
Add a service issue in the resident portal.
Pest Control
Add a service issue in the resident portal. Please include a photo and location and quantity as this is very helpful information for Pest Control treatment.
Garage Door Not Closing
Add an issue in the Resident Portal.
How to Report Maintenance
How do I Add Service Issues?
Log into the Resident Portal;
Click on "Service Issues";
Click "Add Service Issue";
Complete the form: add photos; remember to add necessary detail such as which bathroom, which bedroom, etc.
Click "Add Service Issue"
What happens after I add my issue?
You will receive an email confirmation when you submit your new issue. The office will schedule your issue according to severity. Once scheduled, you will receive a text message. Our technician may also text you when they are on their way.
How will I know you are finished?
You will receive a text message with the "resolution" from our technician along with a survey.
What if I received a text that my issue is closed, but the problem isn't solved?
Occasionally, a complex issue may require a vendor or include multiple steps. You always can log into the resident portal and view all open issues as well as any closed issues. If there isn't an issue open and you still have a problem, you can either add a new issue, or email your property manager from the Resident Portal.
Resident Responsibility
Plunging your toilet
If there is a blockage, you should first attempt to plunge the toilet before requesting maintenance.
Changing your light bulbs
If a light bulb burns out inside your apartment, you should change the bulb. If you cannot reach, you may add a service issue.
Changing batteries in your smoke detector
If your smoke detector begins "chirping" (beeping every 15-30 seconds), that means it's time for a new battery. You can purchase 9-volt batteries at any convenience store. Find your smoke detector on the ceiling or high on a wall. It typically twists or slides off its mounting bracket. Open the smoke detector and remove the old batteries. Insert the new batteries according to the polarity markings inside the detector. Before closing the smoke detector, press the test button to make sure the new batteries are working correctly. The detector should emit a loud beep or sound to confirm its functionality. Close the smoke detector's cover and ensure it is securely latched. If your smoke detector twists onto a mounting bracket, twist it back into place.
