Submit A Work Order

Submit a Work Order

Resident Troubleshooting - See MAINTENANCE TROUBLESHOOTING page for simple, effective solutions to common work orders that we receive.  You could save yourself a repair deductible and solve the problem quicker!

Login to your Portal to Submit a Work Order

How To Submit A Work Order

All work orders must be submitted online through the portal.  You can follow up with a phone call, especially if it is an emergency.  All work orders submitted through the portal will automatically alert the company maintenance team as well as the owner of the home and decrease the response time.

If there are issues using the software to submit the work order simply call the Propertyware helpdesk at 1-855-473-7729, Option #2. This helpdesk is for residents who are having issues accessing or using the portal. Feel free to contact us directly should you continue to have issues.

Maintenance Response Times And Access

The submitted work order will be acknowledged by the service manager by noon on the following business day.  If we will be sending our in-house Maintenance Technician (MT), our MT will expedite the completion of this repair for you by accessing the home remotely and you will not need to be present for the repair.  Our Maintenance Technician will provide 12-24 hours notice for the appointment, please be sure to notify our team if you need additional time to put away pets or have questions.  If we will be using an outside vendor, we will make every effort to assign you a vendor and provide the vendor’s contact information to you by the end of the next business day that you submit that work order.

If the vendor is not being responsive to you, please notify us within 24 hours of receiving the vendor contact information and we will re-assign a new vendor after giving them one 24 hour extension.  However, please also note that your cooperation to be responsive is just as important to getting work orders completed.

If it has been documented that a resident is not being responsive to the vendor and/or our company to secure a scheduled date of repair within 7 days of the vendor assignment, the work order will be closed out and the resident will be charged a $70 administration fee.

If it is a time-sensitive work order that requires immediate vendor access, the resident has a contractual obligation to cooperate with coordinating a scheduled date and time of repair.  If coordination is not done within the same day of the reported work order, the Property Manager will inform the resident of the time of access and work with the vendor to access the home via a spare key or pin code and the resident will be charged a $100 administration fee + a $75/hour fee for our walkthrough technician to supervise

Defining Time Sensitive Repairs

Time Sensitive work orders will be responded to as soon as the request comes in.  Some of the time sensitive repairs are also emergencies.  Emergency situations are defined as potentially life or health threatening issues.  

Here is a list of Time Sensitive situations:

Security:

• Actual fire on property (call 911 first)
• Break in/Burglary (call 911 first)
• Broken door/window that cannot be secured and located on first floor
• Alarm that does not turn off and continuously sounding (try to unplug first)
• In-home sprinklers that are running (shut off water main)
• Fence broken and there is a dangerous pet situation in the yard or neighbor’s yard.

Structural:

• Storm damage to roof with potential water penetration

Plumbing:

• No usable bathroom in the property 
• Burst water supply lines (shut off water main or call fire department/911 if you cannot locate)
• Water heater failure/no water in home 
• Sewer backup into home 

Electrical:

• High voltage electric hazard (turn off breaker)

HVAC:

• No heat in the property and the outside temperature is below or forecasted to be below 32 degrees (use space heaters)
• No air conditioning in the property and the outside temperature is above or forecasted to be above 90 degrees (use fans or portable A/C unit)

NOT an emergency:

• Noisy neighbors at any hour of the night (annoying, but not emergency - talk to neighbor/police)
• Locked out of home (call locksmith and send us new copy of key) 

Repair Deductible

This fee is applied to every work order submitted.  Check the lease for exact details, but it typically ranges from $25-$100. Renting a home forms a partnership between the owner and resident.  This partnership is financial and it also extends to the maintenance of the property. If the damage was caused 100% by the resident, then the entire repair cost will be charged to the resident. The management company reserves the right to make that decision based on evidence from the vendor and the details that the resident provides.