Current Residents Resources

To submit a maintenance request / work order, log onto your online account through the Tenant WebAccess portal and create a new ticket under the Service Issue tab.

Be very specific in your description of the issue.  For instance: which bathroom? kitchen faucet or bathroom faucet? which bedroom window? See below on what to specify for a work order.

Be sure to note on the work order if there is one or more animal(s) in your home. See below on what to do if you have an animal.

***Please note, if you have moved from one unit we manage to another, including within the same community, you must be sure you are on your current account when you enter the work order. Submitting the work order on your old account could result in the work order being assigned to your old residence or not being submitted. Be sure to double check you are on the correct account prior to submitting the work order.

Always be as detailed as possible. Include where exactly the issue is occurring, when it began, and what you have done, if anything, to fix the problem. Be sure to include any information that can help us locate the problem such as which bedroom or bathroom, which floor the issue is on, or a description of the area.

Remember, this is your home and you know it and the problem well, but the technicians may not. Sending a work order with a bathroom or bedroom issue seems straightforward when you know what is going on, but try to remember you may not be home or may not be available for us to call you with any questions. Maintenance Technicians will waste a great deal of time trying to locate the problem when it is not clearly described. For instance, does toilet issue refer to a leak, clog, running toilet, etc?

Try to be as specific as possible, especially if the issue is in a specific bedroom or bathroom. If you know your bedroom number from when you signed the lease and picked up your keys, use it. If not, try to note the location clearly- i.e. second door off the kitchen hallway when entering the apartment.

Here is an example of a work order with not enough inform vs. a helpful amount of information:

If you have questions about what to include in your work order, reach out to our main office or your Property Manager.

Bedroom or bathroom numbers can be extremely helpful for our maintenance team, but only if used properly. For your bedroom number, check your lease. See below for some examples of bed and bathroom layout and numbers.

• Ex. 1. Which bathroom at Charleston Townes?

There are 5 bathrooms in a typical Charleston Townes apartment. Which Bathroom is the issue located? The hall bath is located on the middle floor off of the Living Room/Kitchen. Bedroom 1 is in the front (parking lot side) on the 1st floor. Bedroom 2 is also on the 1st floor but faces the rear. Bedrooms 3 & 4 are on the upper floor. Bedroom 3 is in the front and Bedroom 4 is in the rear.

• Ex. 2. Which bathroom at Devon/Glenside?

There are 4 bathrooms in a typical Devon Lane townhouse. Which Bathroom is the issue located? The half bath is located on the bottom floor off of the Dining Room/Kitchen. Bedroom 1 is off of the Living Room on the middle floor. Bedroom 2 is also on the top floor and faces Devon Lane. Bedroom 3 is on the upper floor and faces the rear parking lot.

• Ex. 3. Which bathroom at the Urban Exchange?

 There are 2 bathrooms in some apartments. The master bathroom (en suite) is attached to the master bedroom and the hall (common) bathroom is near the Kitchen / Utility Room.

• Ex. 4. Which Bedroom at Mountain View?

There are 4 bedrooms in a typical Mtn. View Apartment. Bedroom 1 is off of the Living Room Bedroom 2 is beside BR 1 and halfway down the hall. Bedroom 3 is at the end of the hall, same side as BR 2. Bedroom 4 is on the opposite side of the hall as the other 3 bedrooms and backs up to the Laundry/Kitchen.

If you have an animal and any special instructions are needed for maintenance to perform their duties, please include those instructions in the work order description. Maintenance will not enter your home if there is an animal that is not crated or placed in a room not being worked in. Failure to notify us of the presence of an animal, or failure to properly contain the animal, will result in a trip charge to the tenant’s account. Tenants are responsible for ensuring both their animal’s safety and the safety of our staff by properly reporting and containing any animals on the premises.

No, you do not have to be present when work is being performed.

By submitting your work-order, you have given maintenance permission to access your home to perform the work requested.  If you prefer to be present, please indicate that on your work order and give us a good way to contact you. Please know that our technicians will always knock before making entry and will always announce themselves before proceeding through the door.

There are many factors that go into each request and we cannot set a firm schedule. However, we typically begin the process the same day we receive the request. We then assess the situation and determine the proper course of action. Our goal is typically no more than a 5 business day completion. Some situations are beyond our control, such as parts and appliance availability. Requests for HVAC and appliances typically take longer.

Please contact our office immediately so we may investigate the issue. You may be required to submit another work order request through Tenant Access.

Please be aware that you will be charged for any repairs that must be done due to tenant abuse or requests that are the responsibility of the tenants. Reference your lease for details on maintenance tenants are responsible for or reach out to us with any questions.

Check to make sure your request is associated with the correct address. If you moved from one address to another within Matchbox Realty, placing a maintenance request for a PREVIOUS address, even inadvertently, will result in a charge to your tenant account.

If your emergency is life threatening or could have serious consequences, DIAL 911. For after-hour emergencies, please call our 24-hour Emergency Line at 540.434.5150 then dial 7.