All County® Maintenance Request Guidelines
Maintenance Request Submission – Note: All maintenance requests need to be submitted through the resident login portal.
The outbreak of coronavirus disease 2019 (COVID-19) is a stressful situation and we want to provide you with peace of mind as we weather this adversity together. Some non-emergency issues are taking a little longer, but we are committed to getting you serviced as soon as possible.
You will be asked to fill out an online maintenance form and then choose five times that are convenient to you for someone to visit your property. Please spread these times over AT LEAST TWO days to increase your chances of contractor availability (if the contractor you need is already booked all day tomorrow, giving him/her 5 times for tomorrow won’t help you).
If you have minor children in the home, you MUST be present for the contractor to enter (this could result in a tenant charge if you aren’t there). Please let any maintenance personnel know if you have any flu-like symptoms before arrival. We recommend cleaning and disinfecting high-touch surfaces in household common areas (e.g. tables, hard-backed chairs, doorknobs, light switches, remotes, handles, desks, toilets, sinks) before and after a maintenance visit. During maintenance visits, we ask that both you and maintenance personnel maintain a safe distance (minimum 6ft) and avoid any direct contact, including shaking hands.
The Center for Disease Control and Prevention advocates for a number of actions to help your home. See here for more info: https://www.cdc.gov/coronavirus/2019-ncov/prepare/protect-home.html
Thank you for your patience as we all get through this together. If you have any other questions or concerns. please contact us via email or phone.
Emergencies: Emergency is defined as: Anything relating to the property under the lease that is threatening to life, health, or the integrity of the property.
If you are having a medical emergency, need police, or there’s a fire, please dial 911.
Is this a Maintenance Emergency? If so, please call 833-799-RENT. If outside of office hours (8 AM – 5 PM ET Monday – Friday), choose the emergency option to be connected with our Manager on Duty.
Issues that constitute an Emergency include anything related to the property under the lease agreement that is an immediate threat to life, health, or the property. If the situation is life-threatening, please call 9-1-1 immediately and report to us after the situation is under control and the authorities are on the scene.
Examples of severe emergencies that require our immediate attention:
NOTE: Falsely reporting an emergency may result in a charge to you.
- Sewage backups
- Gas or other odors
- A fallen tree on the house/living space (as opposed to in the yard)
- Broken water pipes
- No heat (restricted to an outside temperature below 45 degrees for more than 4 hours)
- No air-conditioning (restricted to an outside temperature above 90 degrees for more than 4 hours)
WHAT’S NOT AN EMERGENCY
- AC outage (any day that is not above 90 degrees for more than four hours)
- Appliance outage (including fridge)
- Roof leak from rain
- Water leak under a sink
- Toilet backed up but more than one toilet in the house
After hours use our voice mail system and follow the maintenance emergency prompts. Someone will call you back as soon as possible. If you have not received a call back within 15 minutes please dial again and repeat the same procedure to ensure that we received the correct information. Only situations that are of an emergency nature will be responded to.