Current Residents Resources

The number one reason a water bill is very high is due to a toilet running frequently or constantly. A toilet can consume 25,000 gallons or more a month. If you can identify the problem, such as a toilet or leaking sink, reach out to us explaining the issue so that we can help facilitate getting this repaired.  If you are unsure where the excessive water bill is coming from, please turn in a work order so that it can be investigated.

For information on water usage, see the following infographic.

For how energy gets used and wasted, see the following infographic.

You must first receive written authorization from your Property Manager to paint any part of the property. Unless agreed to in writing, the property must be painted back to the original color by Tenant prior to vacating the property. Not doing so will result in charges against your Security Deposit.

You may not change the locks in your home without approval from your Property Manager. Should you desire to change locks during your tenancy, submit a Maintenance Request via the online Tenant Portal. New keys will be provided to you and our office within 24 hours of the work being done. The cost of changing the locks will be charged to the Tenant(s).

If it is found during an inspection that you have changed the locks without permission, the locks will be changed back to the original locks and charged back to the Tenant(s).

Sump pumps are installed to remove water from low lying areas in the event of heavy rains or flooding.  If they are not working, these areas will take in water, which can cause extensive damage to the residence.

Sump pumps should never be unplugged, even when not in use. Please check with your portfolio manager – you can email them directly, or through your portal – prior to unplugging any major devices/appliances in your residence.

If heavy rains or flooding is expected, please take steps to ensure that the sump pump is operating properly.

1. Confirm that the pump is plugged in
2. Check for debris in the area of the pump – leaves, trash, or other general debris can clog the pump and prevent it from removing water effectively
3. Make sure that the discharge pipe, which will be located on the exterior of the residence, is clear of debris and undamaged. A broken or clogged discharge pipe can cause water to flow back into the home rather than sending it outside properly.

See the following video for how to test that your sump pump – Testing Sump Pump Float Switch

If you are not sure if your property has a sump pump, please see the list of Matchbox properties below, or reach out to your portfolio manager.

• 3 Shenandoah Ave; 55 E. Grattan St; 130-1, 130-1A, 130-2, 130-2A, 130-3, & 130-4 Campbell Street; 157 W Market St; 161 W Wolfe St; 162 N High; 167 W Market St; 230 N High; 237 W Market St; 253 W Market St; 267 W Water; 270 E Bruce St; 281 W Market St; 304-1 & 304-2 N High Street; 473-1 & 2, 473-3 & 4, 473-5, & 473-6 S Mason St; 478 S. Mason; 520/522 Federal St; 547-1, 547-2, 547-3, & 547-4 Layman Ave; 795 Port Republic Rd; 801 N Main St

For tips for dealing with torrential rain see the infographic, or the information below.

1. 1. Before the Storm
      1. If you live in an area where there is potential to have water rise, move your vehicle to higher ground.
      2. Remove debris from outside drains.
      3. Remove any outside items that could be blown or washed away.
      4. If your house a sump pump, be sure it is plugged in and drains are not clogged
   2. During the Storm
      1. Take pictures and/or videos of where the water is coming in.
      2. Turn in a work order and attach your pictures so maintenance can remedy the issue after the rain has stopped.
      3. Use towels and buckets to clean up water and protect the property.
   3. After the Storm
      1. Use a piece of tape or paper to indicate where the water was coming in.
      2. Report any damage on personal property to your Renter’s Insurance.
      3. Communicate with your Property Manager and watch the status of your work order through your Tenant Portal
   4. Emergency
      1. If water intrusion is threatening the structure or your safety, always call 911.
      2. The Answering Service may not be able to dispatch anyone to your location. Typically, Matchbox cannot fix issues in torrential rains; creating the work order is the proper step.
   5. Informational Sites
      1. National Weather Service
      2. Local Weather
      3. Ready.gov

When using a gas stove, possibly for the first time, focus on safety, proper ventilation, and easy cleaning to maintain the appliance and your own safety. Check out this video for Tips and Tricks on staying safe while using a gas stove.

If you smell gas, leave the building immediately. For any emergencies that could threaten someone’s life or safety, contact 911. In the event of a non-life-threatening Emergency Maintenance Issue, please contact our office immediately by calling 540-434-5150 ext 0 or, if it is after hours, use ext 7.   

Tenants may not make physical changes to the dwelling unit without prior written consent from the landlord. If you change your shower head without written permission, the following may occur –

• If water damage is caused by unauthorized shower head replacements performed by tenants, tenants will be fully responsible for any associated damages and charges.
• In the event a work order is placed related to a shower and it is found that a non-standard shower head was installed, Matchbox will take the following steps to remedy the issue –
  • Maintenance will remove the non-standard shower head and reinstall a stock unit.
  • The non-stock shower head will be left in the unit.
  • If the original stock shower head is missing, the cost of a replacement will be charged to the tenant(s) as a Tenant Charge.
  • Labor associated with the reinstallation will also be charged as a Tenant Charge.
• During routine inspections, including seasonal inspections such as the Winter Inspection, staff will check for non-standard shower heads. If modifications are identified, these will be reverted to the standard fixture. This reversion will be carried out by Maintenance and will be processed using the same procedure outlined above. The removed, non-standard shower head will be left in the unit.