Report a repair
Choose what is wrong and it goes straight to the right contractor. Some things are worth checking first - and a few are emergencies to call about, not report.
Call first
Call the office on our main number straight away for:
- Water flooding or a burst pipe
- Sewage backing up
- Smell of gas (leave the home and call the gas company first)
- No air conditioning at all
- No heat in freezing weather
- No power to the whole home
- Sparking, burning smell or scorched outlet
If anyone is in danger, or there is a fire or a gas smell, call 911 first.
Report it online, any hour
Sign in, pick the problem and add a photo. It reaches the contractor and us at the same time, and you are told when it is booked.
Common repairs, and what to check first
Plumbing
Water flooding or a burst pipe Emergency
First: Turn off the water at the main shut-off - usually where the line enters the house, or at the meter by the street - then call.
Sewage backing up Emergency
First: Stop running water and flushing anywhere in the home until it is fixed.
Smell of gas (leave the home and call the gas company first) Emergency
First: Leave the home now. Do not switch lights or appliances on or off. Call the gas company (CPS Energy in San Antonio) or 911 from outside, then us.
No hot water Urgent
Only toilet is clogged Urgent
First: Try a plunger. If it is about to overflow, turn the valve behind the toilet clockwise to stop the water.
Leak under a sink Routine
Dripping faucet Routine
Slow or clogged drain Routine
First: Please do not pour in chemical drain cleaner - it damages pipes and is dangerous for whoever opens the drain next.
Toilet running or rocking Routine
Low water pressure Routine
Garbage disposal not working Routine
First: Switch it off, then press the red reset button on the bottom of the unit. Never put a hand inside.
Heating & air
No air conditioning at all Emergency
First: Check the thermostat is on Cool and set below the room temperature, and its batteries. Check the breaker. A badly clogged filter can stop the system too.
No heat in freezing weather Emergency
AC running but not cooling well Urgent
First: Change or check the air filter and make sure vents are open and not blocked. If ice forms on the lines, switch the system off and report it.
No heat Urgent
Thermostat not working Routine
First: Replace the batteries if it takes them, and check the breaker for the air handler.
Unit making noise Routine
AC leaking water Routine
Air filter needs changing When convenient
Electrical
No power to the whole home Emergency
First: Check whether the neighbors have power - if not, it is an outage for your electric provider. If they do, check the main breaker.
Sparking, burning smell or scorched outlet Emergency
Breaker keeps tripping Urgent
First: Unplug what is on that circuit and reset it once. If it trips again, leave it off and report it.
Outlet not working Routine
First: Press the reset button on the GFCI outlets - kitchen, bathrooms, garage and outside - and check the breaker panel.
Light fixture not working Routine
Ceiling fan not working Routine
Smoke alarm chirping or not working Routine
First: A chirp is nearly always a low battery. If it is wired in or keeps chirping after a new battery, report it - never leave it disconnected.
Appliances
Refrigerator not cooling Urgent
First: Check it is plugged in, the dial has not been knocked, and the vents inside are not blocked by food.
Oven or stove not working Routine
Dishwasher not draining or not working Routine
Washer not working Routine
First: Check it is plugged in, the water taps behind it are open, and the door or lid is fully shut.
Dryer not heating or not working Routine
First: Clean the lint screen and check the breaker - an electric dryer uses two.
Built-in microwave not working Routine
Ice maker or water dispenser not working Routine
Roofing
Lawn & landscaping
Pest control
Locks & keys
Garage doors
Handyman
Flooring
Floor damaged or coming up Routine
Painting
Paint touch-up When convenient
Cleaning
Mold or mildew Routine
Pool & spa
Pool or spa problem Routine
About repairs
What counts as a maintenance emergency?
Anything that is causing damage now or makes the home unsafe: water flooding or a burst pipe; sewage backing up; smell of gas (leave the home and call the gas company first); no air conditioning at all; no heat in freezing weather; no power to the whole home; sparking, burning smell or scorched outlet. Call for these rather than sending a request.
How do I report a repair?
Sign in to the tenant portal and choose the problem from the list. Picking the problem sends it straight to the right contractor and sets how urgent it is. Add photos if you can.
Will someone tell me when it is booked?
Yes. You are told when a contractor accepts the job and when it is scheduled, and asked to confirm it is fixed once the work is done.