How a Maintenance Request Works in an Apartment

One of the great benefits of apartment living is that your rent covers maintenance. That means your landlord is primarily responsible for conducting repairs within your apartment, freeing you from a lot of hassle and additional expense.

But if you’ve never lived in an apartment before, you might be wondering, how do you submit a maintenance request? And what are your obligations to your landlord in the event of a maintenance issue? Read on to find out.

Apartment Maintenance Request Guide

What Is a Maintenance Request?

A maintenance request is an official way of notifying your landlord or property manager about a problem in your apartment that requires repair or attention. This can be anything from a broken appliance to a leaky faucet to a malfunctioning light switch. Because it’s a formal process, there is often a routine way to submit such a request, usually by placing a phone call, filling out an online form, or writing an email.

Submitting a maintenance request ensures the issue gets documented and acknowledged, and it establishes a clear communication channel between you and your landlord about the necessary repairs.

What Kinds of Issues Require a Maintenance Request?

While most issues in an apartment require maintenance requests, there are some minor concerns that you are able to handle on your own. In fact, it’s probably more convenient for both you and your landlord if you do.

Things You Can Repair On Your Own

While your landlord is responsible for maintaining the general condition of your apartment, there are minor issues you might be able to fix yourself. This could include:

• Replacing light bulbs
• Changing air filters in appliances
• Tightening loose cabinet knobs
• Plunging a clogged drain (unless it's a recurring issue)
• Repairs to your own property

Keep in mind, though, that every apartment is different. If you have large fluorescent light bulbs and high ceilings, for example, it’s probably best to let your landlord change those. Always consult your lease agreement or check with your landlord before attempting any repairs yourself, especially if you're unsure or it involves electrical work.

Things That Require a Maintenance Request

For any issues beyond minor repairs or those listed as your responsibility in the lease agreement, submit a maintenance request. This includes:

• Plumbing issues: Leaky faucets, clogged drains, malfunctioning toilets, etc.
• Electrical problems: Flickering lights, faulty outlets, tripped breakers, etc.
• Appliance breakdowns: Malfunctioning refrigerator, dishwasher not draining, non-heating oven, etc.
• Heating and Air Conditioning (HVAC) problems: Malfunctioning heater, broken air conditioner, etc.
• Damage to the apartment: Cracked walls, faulty locks, broken windows, etc.
• Safety hazards: Smoke detector malfunctions, loose railings, tripping hazards, etc.

Routine Maintenance

There are specific maintenance tasks your landlord or property manager might handle that don't require a formal request. These typically involve:

• Fire extinguisher inspections: Most landlords are responsible for scheduling regular inspections of fire extinguishers.
• City inspections: Depending on your location, your apartment might be subject to periodic inspections by city officials. Your landlord will usually handle scheduling and preparing for these inspections.
• Annual inspections: Some landlords perform their own annual inspections to check the overall condition of the apartment and identify any potential issues.

Remember, if you're unsure whether an issue requires a maintenance request, always refer to your lease agreement or consult with your landlord/property manager.

When Do You Submit a Maintenance Request?

The best time to submit a maintenance request is immediately after you notice an issue. The longer you wait, the worse the problem could become. That being said, don’t expect your landlord or maintenance company to come out in the middle of the night to fix a leaky sink. Unless it’s an emergency, they are likely to come within the next one or two business days.

Most states mandate that emergency repairs are completed within twenty-four hours, and often maintenance will respond immediately to emergency requests.

How Do You Submit a Maintenance Request?

Generally when you sign a lease, your landlord will inform you of the process for submitting a maintenance request. When in doubt, contact your landlord directly for more information. However, below are a few of the most common methods. It is also normal for landlords to rely on more of one of these methods simultaneously.

Make a Call

Calling your landlord or property manager is a direct and convenient way to submit a request, especially for urgent issues. Briefly explain the problem, including its location and any relevant details like error codes on appliances. Be polite and keep your communication clear and concise. It's helpful to take notes during the call, including the date, time, and name of the person you spoke with, in case of any follow-up needed.

Use an Online Portal

Many apartment buildings and property management companies offer online portals for submitting maintenance requests. These portals typically allow you to log in, describe the issue in detail, upload pictures or videos for reference, and track the progress of your request. Using an online portal can be a convenient and efficient option, as it allows you to submit your request at any time and provides a record of your communication.

Write an Email

Sending an email is another way to submit a maintenance request, especially if the issue isn't urgent. Clearly describe the problem in your email, including details like the location, severity, and any troubleshooting steps you've already taken. Attaching pictures or videos can also be helpful. Be sure to include your apartment number and contact information in the email. Remember to keep a copy of the email for your records.

After Hours Requests

After hours requests are specifically reserved for emergencies that occur outside of normal business hours, but that need to be immediately addressed. This includes issues like loss of heat during a period of extreme cold, an aggressive leak or burst pipe, or a flood. After hours requests are usually made by phone to a hotline, or to a special number connected through your landlord’s main line.

Usually you can find the after hours request number on your apartment’s website or by calling the main hotline and listening to the voice message.

If you notice a maintenance issue after hours, but it’s not an emergency, use one of the other methods to contact your landlord. It’s fine to wait on a minor issue so you can place a phone call during business hours the next day or send a request through the portal.

What if My Landlord Doesn’t Respond to My Request?

It's important to communicate effectively with your landlord regarding maintenance requests. We wrote a guide on what to do if your apartment is uninhabitable, but here are some more tips to help you out:

Follow Up

If you haven't received a response within a reasonable timeframe (typically 24-48 hours for urgent issues, and 1-3 business days for non-urgent ones), it's crucial to follow up. You can choose to:

• Re-submit your request: If you submitted your request online or through an email, consider resubmitting it through a different method (e.g., call if you initially emailed). This can help ensure your request hasn't gotten lost in the system.
• Make a follow-up call: Briefly explain that you haven't received a response to your previous request and reiterate the issue.

Write a Formal Notice

If your follow-up attempts are unsuccessful, you can send a formal written notice to your landlord documenting the issue and your prior attempts to get it addressed. This serves as a record of your communication and helps maintain a professional and documented approach.

Here's a template you can use for the formal notice:

Your Name Your Apartment Number

Date

Landlord Name Property Management Company (if applicable) Address

RE: Maintenance Request - [Brief Description of the Issue]

Dear [Landlord Name],

This letter serves as a formal follow-up to my initial maintenance request, submitted on [Date of initial request] through [Method of initial request], regarding [Brief description of the issue]. In my request, I detailed the issue as follows: [Detailed description of the issue, including location and any relevant details].

Unfortunately, I haven't received a response to my initial request. I kindly request that you acknowledge my request and provide a timeline for when the issue will be addressed.

Please feel free to contact me at [Your phone number] or [Your email address] to discuss this further.

Thank you for your time and attention to this matter.

Sincerely,

[Your Signature (if sending a physical copy)]

Please note: This is a template and should be adjusted based on your specific situation. It is recommended to consult with a tenant advocacy organization or legal professional for specific guidance if needed.

Next Steps

After submitting your formal notice, it's crucial to wait for your landlord's response. Ideally, they will acknowledge your request and provide a timeline for the repairs. However, if you don't receive a response after a reasonable timeframe (usually 5-7 business days for non-emergencies), consider the following options:

• Contact your local housing department or code enforcement office: They can inspect your apartment, determine if the issue violates any housing codes, and potentially issue a citation to your landlord to enforce repairs.
• Consult with a tenant advocacy organization or legal professional: They can offer guidance on your rights and responsibilities as a tenant and explore options like withholding rent (with caution and following legal guidelines) or pursuing legal action against your landlord in specific situations.

Remember, documentation is key throughout this process. Keep copies of all your communication with your landlord, including the initial request, follow-up attempts, and the formal notice. This will be crucial if you need to seek further assistance or pursue legal action.

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