WORK ORDER INFORMATION for Multi-Family Townhome and Apartment Properties ONLY. This DOES NOT APPLY to Rose Assisted Living Properties.
NON-EMERGENCY WORK ORDERS: Please send an email to your Community Manager and your maintenance request will be addressed on the next business day.
EMERGENCY HOTLINE: 1-800-409-8385
When calling the emergency hotline, you will be directed to your associated property after the initial prompt and greeting. You will have an opportunity to leave a detailed message and will receive a return call. Because all of our Maintenance Technicians are on personal time, please allow up to 30 minutes for them to call you back before calling again.
Prior to calling the emergency hotline, please understand that not all maintenance is an emergency. If you call the hotline with a non-emergency issue, you may be charged for the time at a rate of double our current hourly maintenance charges. Please see below for examples of emergency and non-emergency situations:
Primary Emergencies Include:
No Heat – Before calling the hotline:
- Please check your thermostat. Make sure that your temperature in your home is below what you have it set at. It is considered an emergency when heat is not maintaining above 62 degrees.
- Confirm that you have not received a Disconnect notice on your utilities.
- Be available for the return call, maintenance may request that you check a few items to help diagnose the potential issue.
Leak – through the ceiling or wall – Before calling the hotline:
- Check potential areas for the source. Possible options may include Tub, Toilet area, Dishwasher, Hot water heater. If a source is noticeable, make sure to communicate this in your message.
- Be available for the return call, maintenance may have additional questions and may instruct you to turn water off at a source if possible.
Fire – Before calling the hotline.
- Call 911 immediately. When it is safe to do so, call the emergency hotline.
Carbon Monoxide – Before calling the hotline.
- Call 911 immediately. The fire department may direct you to call the local gas company. Once these steps are taken and it is safe to do so, please call the hotline. As a reminder, in many units the CO detector is located near the garage door. In addition, your furnace can pick up CO from your vehicle. We recommend you pull your vehicle outside of the garage while warming up.
Garbage Disposal is not running – There is a reset button on the bottom or side of the equipment under your sink. You may try pressing this. As a reminder, the garbage disposal is not meant to handle rice, coffee grounds, aquarium rock, potatoes, or coins.
Lock out – If you are locked out of a unit, after hours, you will be charged a fee. You may contact a local lock smith; however if your lock is changed you will be charged to have it mastered to our system.
Plugged Sink – Primary cause is the garbage disposal. We recommend that you try a plunger on either or both sides of your drain. Do not use “drain-o” type products as they can be harmful to both the plumbing and to the tech who attempts to clear the clog.
Refrigerator Not Cooling – If your freezer is still cool, but your fridge is not; make sure that the thermostat is set at the recommended setting. Check to ensure that the freezer is not over packed. Make sure that there is not excessive dust build up behind your equipment. Although this seems like an emergency, we recommend that you put your food in a cooler and email your Community Manager. It is difficult to obtain the parts for a fridge on the weekend or evenings.
We understand that Maintenance issues can be an inconvenience, and encourage you to reach out to your community manager at the first signs of a problem; this will help us attend to the issue prior to it becoming serious or a potential emergency.
Thank you for reporting any maintenance needs in your unit or elsewhere on the property. We want to keep your home well maintained and safe for you and your family.