How we handle repairs, what to do in an emergency, and what to expect when you submit a maintenance request.
Log in to your resident portal and submit a work order. Include a clear description of the issue, which room it’s in, and photos if possible. The more detail you provide, the faster we can diagnose and resolve the problem. Do not submit emergencies through the portal — call us instead.
An emergency is a situation that threatens life, safety, or causes serious property damage if not addressed immediately. Examples include:
For emergencies, call (509) 525-1040 any time, day or night. Follow the emergency prompts.
Response time depends on the severity and nature of the issue:
We’ll keep you updated on status through the portal. If a repair requires special parts or a vendor with limited availability, we’ll let you know the expected timeline.
In general, the property owner is responsible for maintaining the property in habitable condition. This includes major systems (plumbing, electrical, HVAC), appliances that came with the home, and structural issues.
However, residents are responsible for damage caused by misuse, negligence, or failure to report an issue promptly. Examples: clogged drains from improper use, damage from unauthorized modifications, or pest issues caused by housekeeping. If a repair is your responsibility, we’ll let you know before proceeding and give you the option to handle it yourself or have us coordinate the repair at your cost.
We ask that you do not make repairs yourself or hire your own contractors. All maintenance should go through our office so we can ensure the work is done properly, safely, and in compliance with applicable codes. Unauthorized modifications or repairs may result in charges at move-out.
Residents are responsible for changing HVAC air filters regularly (we recommend every 1–3 months depending on the filter type and whether you have pets). A clean filter keeps your system running efficiently and prevents costly damage. We provide the initial filter at move-in and include the filter size in your welcome packet.
Have a question not answered here? Contact us or call (509) 525-1040.