Getting repairs done quickly starts with submitting a clear maintenance request. This step-by-step guide shows James-Hawkins residents how to use the online tenant portal to report issues, what to include in your request, and what to expect for response times on routine vs. emergency repairs.
How to Submit a Request
The fastest way to get a repair handled is through the online tenant portal at ManageBuilding. Log in, navigate to the maintenance section, and submit a new request. This creates a documented record that our team can track, assign to a vendor, and follow up on. Requests submitted through the portal are typically reviewed within hours during business days.
You can also call or text our office for urgent issues, but always follow up with a portal submission for documentation purposes.
What to Include in Your Request
The more detail you provide, the faster we can diagnose and fix the problem. Include: a clear description of the issue (what's broken, leaking, not working), the location in the home (which room, which appliance, which fixture), when the problem started, whether it's getting worse, any steps you've already taken, and photos or videos if possible. Photos are especially helpful for water leaks, damage, and appliance issues — they help our team dispatch the right vendor with the right parts on the first visit.
Routine vs. Emergency Repairs
Routine requests include: dripping faucets, running toilets, non-functional garbage disposals, minor appliance issues, clogged drains, loose doorknobs, HVAC filter changes, and cosmetic issues. These are typically addressed within 3–7 business days depending on vendor availability and parts.
Urgent requests include: HVAC failure in extreme heat or cold, major water leaks, electrical issues, broken locks or security concerns, and non-functional major appliances (refrigerator, stove). These are prioritized and typically addressed within 24–48 hours.
Emergencies include: flooding, gas leaks, fire damage, sewage backup, no heat when temperatures are below freezing, and break-ins. For true emergencies, call 911 first if there's immediate danger. Then contact our emergency line immediately. Do not wait to submit a portal request — call us directly.
What Happens After You Submit
Our team reviews the request and either dispatches a vendor directly or contacts you for additional information. You'll receive updates through the portal as the work order progresses. For most repairs, we coordinate directly with the vendor to schedule a time that works for you. For Section 8 properties, we ensure repairs are completed promptly to maintain HQS compliance.
Tenant Maintenance Responsibilities
Some maintenance items are the tenant's responsibility under the lease: replacing light bulbs, replacing HVAC filters monthly, keeping the property clean, maintaining the yard (if specified in the lease), replacing smoke detector batteries, preventing drain clogs (no grease down drains), and reporting issues promptly before they become major problems. See our full guide on tenant vs. landlord maintenance responsibilities.
Frequently Asked Questions
Will I be charged for repairs?
Normal wear and tear repairs are the landlord's responsibility. However, if the repair is caused by tenant damage or negligence (clogged drain from grease, holes in walls, broken windows), the cost may be charged to you per the lease terms.
Can I do repairs myself?
Please do not attempt repairs yourself unless it's a simple task like replacing a light bulb or HVAC filter. Unauthorized repairs can create liability issues and may void appliance warranties. Always submit a request and let our team handle it.
What if the repair takes too long?
If a repair is not completed within a reasonable timeframe, contact our office. Some repairs require parts that must be ordered, which can extend the timeline. We'll keep you updated on any delays.
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