Submit a maintenance request
Non-emergency repairs are filed in the resident portal in writing, with photos. Median time to close a repair across the portfolio is 6 days. For an emergency, call (614) 725-3059, which is answered 24 hours a day.
Repairs, in short
- Median 6 days to close a maintenance request
- Emergency line answered 24 hours a day at (614) 725-3059
- Routine requests go in the portal, in writing, with photos
- Resident satisfaction 4.3 out of 5 across the portfolio
- Fire, gas smell or immediate danger: call 911 first
Is this an emergency or a request?
If someone is at risk or the home is actively being damaged, call. Everything else goes in the portal in writing. Getting this right matters to you, because a call at 11pm about a dripping tap gets you the same answer as filing it would have, a day later.
Fire, a gas smell, or anything that is an immediate danger to a person. Get out, call 911 from outside, then call us.
Anything actively damaging the home or making it unsafe to live in. (614) 725-3059, answered 24 hours a day.
Everything else. In writing, with photos, so it is timestamped, assigned and tracked against your tenancy.
What should I include in the request?
Five things, and including them is the difference between one visit and three. A technician who arrives knowing what they are looking at brings the right part with them.
- Where it is. The room, and which fixture or appliance.
- What it is doing. Leaking, not turning on, making a noise, running and not heating. Describe the behavior, not the diagnosis.
- When it started and whether it is constant or intermittent. Intermittent problems are the hard ones, so say so.
- Photos or a short video. A photo of a model or serial plate on an appliance is worth more than a paragraph.
- Access details. Pets in the home, a gate code, parking, and the times you are available.
What happens after I submit a request?
It is triaged, assigned to an in-house technician or a vendor, scheduled with you, and closed out in the portal with what was done. Median time to close a repair across the portfolio is 6 days as of September 2026.
What we do
- Triage the request and decide who handles it
- Contact you to schedule, using the access details you gave
- Order parts where a part is needed, and tell you
- Close the request in the portal with a note on what was done
What helps
- Answer the scheduling call or message the same day
- Secure pets before the appointment window
- Reply on the existing request rather than filing a duplicate
- Tell us if the problem changes or gets worse
Is there anything I should check before I file?
Six things, and each takes under two minutes. These are not an attempt to avoid sending someone. They are the six problems most likely to be solved before a technician can get to you, and every one of them is a night you would otherwise spend without heat, light or a working drain.
| What you are seeing | Check this first |
|---|---|
| Garbage disposal is humming but not turning | Turn it off, then press the reset button on the underside of the unit. |
| An outlet or a whole wall of outlets is dead | Check the GFCI outlets in the kitchen, bathrooms, garage and exterior, and press reset. Then check the breaker panel. |
| Furnace is running but the home is cold | Check the thermostat batteries and the setting, then check the furnace filter. A clogged filter is the most common cause of a furnace that runs and does not heat. |
| Smoke detector chirping | Replace the battery. A chirp is a low battery; a continuous alarm is not. |
| Toilet running constantly | Lift the tank lid and check that the flapper has seated. If it has not, reseat it. |
| Slow drain in one fixture | Try a plunger before filing. A drain backing up in more than one fixture at once is a different problem, so file that one. |
If the check does not solve it, file the request and say what you already tried. That is genuinely useful information and it shortens the visit.
Will I be charged for a repair?
Not for ordinary wear and tear or for something that simply failed. Those are the owner's cost. Damage caused by a resident, a guest or a pet is a different category and can be charged back to you.
The clearest way to stay out of that conversation is to report problems early. A slow leak reported in week one is a washer. The same leak reported in month three is a subfloor.
Maintenance questions
How do I submit a maintenance request?
File it in the resident portal, in writing, with photos of the problem. A written request is timestamped, assigned and tracked, which a text message is not. Median time to close a repair across the portfolio is 6 days as of September 2026.
What counts as an emergency?
Anything that puts a person at risk or is actively damaging the home. Call (614) 725-3059 for those rather than filing a portal request, at any hour. For fire, a gas smell, or an immediate danger to someone, call 911 first..
What do I do if I smell gas?
Leave the home, do not use light switches, appliances or a phone inside, and call 911 and the gas utility from outside. In most of our service area the gas utility is Columbia Gas of Ohio. Call us after you are safe and outside, not before.
How long will my repair take?
Median time to close a repair across the portfolio is 6 days as of September 2026. Emergencies are handled immediately. Anything requiring a part on order or a specialty vendor takes longer, and you should be told that rather than left guessing.
Will I be charged for a repair?
Ordinary wear and tear and component failure are handled at the owner cost, not yours. Damage caused by a resident, a guest or a pet, and callouts where nothing was actually broken, can be charged back..
Do I have to be home for the repair?
No. Ohio Revised Code 5321.04(A)(8) requires 24 hours of notice before entry except in an emergency, and our technicians use keys we already hold. If you would rather be there, say so when you submit the request and we will schedule around you.
Can I do the repair myself, or hire someone?
No, and this protects you. Unauthorized work is not reimbursed, and if it makes the problem worse, the cost of putting it right can be charged back. File the request instead, even if you could handle it, unless it is one of the two-minute checks listed on this page.
My request has not been scheduled. What now?
Reply on the existing request in the portal rather than filing a second one, because a duplicate splits the history across two tickets. If it is still not moving, call (614) 725-3059 and reference the request number.
What if the repair is my neighbor, not my home?
File it anyway if the property is one of ours and it affects your home, for example water coming through a shared wall or ceiling. If we do not manage the other property, tell us what you are seeing and we will tell you who to contact.
Last verified September 2026. Reviewed by Peter Lohmann, Principal Broker and CEO.
Report it early, in writing
A written request is timestamped, assigned and tracked. A small problem reported this week is cheaper and faster than the same problem next month.