Submitting a Maintenance Request
What you need to know before you submit.
Prior to submitting a Maintenance Request, please review the steps below and see if you're able to resolve the issue using our Maintenance Troubleshooting guidelines. If the issue isn't covered there, or the tips didn't work, submit a Service Issue.
How do I submit routine maintenance requests?
Log onto your online account through the Tenant WebAccess portal and create a new ticket under the Service Issue tab. Be very specific: which bathroom, which bedroom, which appliance. Note on the work order if there is an animal in your home.
What do I need to specify in a maintenance request?
Always be as detailed as possible — where exactly the issue is occurring, when it began, and what you've already tried. Include the bedroom or bathroom number from your lease if you know it.
What do I do if I have an animal and am submitting a request?
Include any special instructions in the work order description. Maintenance will not enter your home if there is an animal that isn't crated or contained. Failure to notify us will result in a trip charge.
Do I have to be present for a service technician to perform work?
No. By submitting your work order, you've given maintenance permission to access your home to perform the requested work. Technicians will always knock and announce themselves before entering.
How quickly can I expect my request to be performed?
We typically begin the process the same day we receive the request, with a goal of no more than 5 business days to completion. HVAC and appliance requests may take longer depending on parts availability.
Will I be charged for maintenance service?
You'll be charged for repairs due to tenant abuse or issues that are the tenant's responsibility per the lease. Placing a maintenance request against the wrong address (e.g. after moving within Matchbox) will also result in a charge.
What do I do in an emergency?
If your emergency is life threatening or could have serious consequences, dial 911. For after-hours emergencies, call our 24-hour Emergency Line at 540.434.5150, then dial 7.