TENANT RESOURCE
Maintenance Troubleshooting Guide
Safe first steps for common household maintenance concerns. Search for your issue, complete only the checks you can safely perform, and tell us what you found.
Leave the property and call 911 if anyone is in immediate danger.
This includes fire, visible smoke, a carbon monoxide alarm, a strong gas odor, sparking or an active electrical fire. After reaching safety, notify management through your tenant portal.
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01Emergency and urgent situations
Gas odor or hissing
Do not light anything, touch switches or use electronics inside. Get everyone outside. Call 911 and the gas supplier from a safe location, then notify management.
Major water leak
If safe and you know the correct fixture valve, turn it clockwise. Move belongings away. Do not touch electrical devices or stand in water near electricity.
Sewage backup
Stop using all plumbing. Keep people and pets away from contaminated water and contact management immediately.
Exterior door cannot be secured
Remain in a safe location and contact management promptly. Call 911 for evidence of a break-in or an immediate threat.
02How to submit a useful maintenance request
- Upload clear photos and a short video for movement, sound, leaking or error codes.
- Include the appliance brand, model and error code when available. Do not move a heavy appliance to find the label.
- Provide current access instructions, pet information and your best scheduling number.
- Update the existing request instead of submitting duplicates.
- Do not hire a vendor or authorize repairs without written approval.
03Heating and air conditioning
System will not turn on
Set the thermostat to HEAT or COOL and at least 3 degrees beyond room temperature. Replace thermostat batteries if applicable. Check the labeled breaker once.
Not cooling well
Close doors and windows, check the filter, open vents and keep lamps away from the thermostat. Record indoor temperature and thermostat setting.
Weak airflow
Replace a dirty filter with the correct size and airflow direction. Make sure return and supply vents are open and unobstructed.
Water near the indoor unit
Turn the system off. If safe, use towels or a container to limit damage without opening the unit. Report promptly with photos.
Thermostat is blank
Replace batteries if used and check the HVAC breaker once. Do not remove thermostat wiring.
Breaker trips again
Leave it off and submit a request. Repeated resets can be unsafe.
04Electrical power, outlets and breakers
One outlet is not working
Unplug devices. Check nearby GFCI outlets in kitchens, bathrooms, garage, laundry and exterior areas. Press RESET once and test with a working lamp.
Several outlets or lights are out
Unplug affected items. Move a tripped breaker fully OFF, then ON once. If it trips again, leave it off.
Whole property has no power
Check whether neighbors are also out and contact the utility. If only your home is affected, notify management.
GFCI will not reset
Unplug everything served by the circuit and try RESET once. If it will not hold, submit a request.
05Plumbing leaks, drains and toilets
Leak under a sink
Stop using the fixture. Place a container below. If the leak continues, turn the two small supply valves clockwise only if they move easily. Report with photos.
Slow sink or tub drain
Remove visible hair from the stopper and use a plunger if appropriate. Do not use chemical drain cleaner unless authorized.
Toilet is clogged
Stop flushing. Use a flange-style toilet plunger with steady strokes. Never use chemical drain cleaner.
Toilet is overflowing
Do not flush again. Turn the shutoff valve clockwise. Lift the tank lid only if safe and push the flapper closed. Protect the floor and report promptly.
Toilet runs continuously
Confirm the flapper is seated and the chain is not caught. Do not force or disassemble parts.
Ceiling stain or bulge
Stay clear of a wet or sagging ceiling. Do not puncture it. Stop using plumbing above the area if known and notify management.
06Water heaters
No hot water — electric
Confirm all hot-water fixtures are affected. Check the labeled breaker once. If it trips again, leave it off.
No hot water — gas
Confirm gas service is active. Do not relight a pilot. If you smell gas, leave immediately and follow emergency instructions.
Leak near the heater
Avoid the area if water is near electricity. If safe, turn off the nearby water supply valve and report promptly with photos.
Water is dangerously hot
Avoid use, protect children and vulnerable residents, and submit an urgent request. Do not adjust internal controls.
07Kitchen appliances
Refrigerator not cooling
Confirm power, check the temperature setting, close doors fully and remove items blocking interior vents. Keep doors closed and record temperatures if possible.
Dishwasher will not start
Latch the door, select a cycle, turn off Control Lock or Delay Start, and check the labeled breaker or nearby GFCI once.
Dishwasher will not drain
Cancel/reset once, clean the accessible filter according to the manual, and confirm the sink or disposal drains. Do not use chemicals.
Disposal has no sound
Turn the switch off. Check the nearby GFCI and press the small reset button underneath once. If it hums, trips or remains dead, stop.
Disposal hums
Turn it off immediately. Never put a hand or utensil inside. Use only a manufacturer-provided external wrench if your lease permits it.
Range or oven problem
Confirm controls, mode, temperature and timers. Check the breaker once for electric units. If gas does not ignite, turn all knobs OFF.
08Washer and dryer
Washer will not start
Close the lid or door firmly, confirm settings, check the plug and nearby GFCI, and reduce an overloaded load.
Washer is leaking
Stop the cycle. Turn off hot and cold wall valves if accessible and easy to move. Protect the floor and report promptly.
Dryer takes too long
Clean the lint screen before every load, avoid overloading, and check the exterior vent flap from ground level if safely visible.
Burning smell or excessive heat
Stop the dryer, unplug it if safe, and do not use it again until inspected.
09Smoke and carbon monoxide alarms
Alarm sounds continuously
Treat it as real. Evacuate and call 911. Do not remove the battery or remain inside to investigate.
Alarm chirps intermittently
Replace a removable battery with the specified new battery if your lease assigns this task. Press TEST. Submit a request if chirping continues or the unit is sealed.
Cooking or steam alarm
Use the HUSH button and ventilate. Never remove the battery or disable the alarm.
Damaged or will not test
Submit an urgent request. Never paint, cover, disconnect or relocate an alarm.
10Doors, locks and garage doors
Key will not turn
Confirm the correct key and gently push or pull the door to relieve pressure. Do not force the key or spray oil into the lock.
Exterior door will not latch
Remove obstructions and confirm the lock is retracted. If the home cannot be secured, contact management promptly.
Garage door will not close
Clear the doorway and gently wipe photo-eye lenses. Confirm both sensors are aligned and lit. Do not adjust springs or cables.
Crooked door, loose cable or broken spring
Stop using the door and keep people and vehicles clear. Garage springs and cables can cause severe injury.
11Moisture, mildew and suspected mold
- Use bathroom exhaust fans during bathing and afterward; use kitchen exhaust while cooking.
- Wipe ordinary condensation from windows, sills and bathroom surfaces and dry completely.
- Do not paint over, bleach, disturb or attempt to remove a large or recurring area.
- Do not run a fan directly across suspected growth.
- For small ordinary surface mildew on a nonporous shower surface, clean with household detergent according to its label and dry completely. Never mix products.
12Pests
Ants, roaches or pantry pests
Seal food, clean crumbs and grease, remove trash and avoid leaving pet food out. Photograph the pest or activity.
Rodents
Seal food, remove clutter and photograph droppings or entry points without touching them. Keep pets away.
Bed bugs
Do not move mattresses or furniture to another room or discard items outside. Photograph evidence and contact management promptly.
Termites, bees or wildlife
Do not spray, disturb or block an active entry point. Keep a safe distance and report the exact location.
13Septic systems
- Flush only human waste and toilet paper.
- Never pour grease, chemicals, paint, medication or pesticides into drains.
- Spread laundry loads across the week and avoid unusually heavy water use at once.
- Do not drive, park, dig, build or place heavy items over the system.
- Do not add septic chemicals or additives unless management gives written authorization.
14Pools and spas
Pump is not circulating
Check that water is near the middle of the skimmer and baskets are not visibly blocked. Do not open equipment unless your lease assigns pool care and you are trained.
Water level is falling
Confirm no hose or drain is running. Mark the level and report rapid or continuing loss. Do not allow the pump to run dry.
Cloudy, green or irritating water
Do not swim. Keep people and pets out and contact the pool service or management.
Damaged gate, barrier or drain cover
Keep children and guests away and report immediately. Do not use the pool until corrected.
15Preventive care and energy savings
- Replace HVAC filters on schedule and whenever visibly dirty.
- Keep supply vents and return grilles open, clean and unobstructed.
- Use reasonable thermostat settings and turn ceiling fans off when leaving.
- Keep exterior doors and windows closed while heating or cooling.
- Clean the dryer lint screen before every load.
- Report dripping faucets, running toilets and irrigation leaks promptly.
- Use kitchen and bathroom exhaust fans to control moisture.
- Test smoke and carbon monoxide alarms monthly.
16Maintenance request checklist
- I completed only the safe steps that apply.
- I described the exact room, fixture or appliance.
- I included when it started and whether it is constant or intermittent.
- I listed any error code, sound, odor, temperature or visible damage.
- I attached clear photos or a short video when helpful.
- I explained whether water, power, HVAC, refrigeration, sanitation or security is affected.
- I provided access instructions, pet information and a current phone number.
- If urgent, I also followed the emergency instructions in the tenant portal.
Still need help?
Submit a detailed maintenance request through your secure tenant portal.
This guide provides general first-step information and does not replace your lease, manufacturer instructions, utility guidance, emergency services or instructions from management. When in doubt, stop and submit a maintenance request.
Submit a Maintenance Request