Before you put in a request for maintenance, have you done everything you can to resolve the problem such as:
- Checking breakers
- Plunging clogged toilets & drains
- Checking reset button on garbage disposal
- Replacing burned out light bulbs
- Replacing furnace filter
Please follow the troubleshooting steps below before you put in a work order.
How do I submit routine maintenance requests?
All routine maintenance requests must be submitted online through your Tenant Access account. Click here to continue. Please be very specific in your description of the issue. For instance: which bathroom? kitchen faucet or bathroom faucet? which bedroom window?
Please, also, note on the work order if there is one or more animal(s) in your home. 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 on the residents part to note the existence of an animal on the maintenance request, or, the animal not being properly contained, will result in a tenant charge for an unnecessary trip.
Do I have to be present for a service technician to perform work?
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.
How quickly can I expect my request to be performed?
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 to assess the situation and determine the proper course of action. Our goal is typically no more than a 5 business day completion.
I do not like the way a repair was done, what should I do?
Please contact our office immediately so we may investigate the issue. You may be required to submit another work order request through Tenant Access.
Will I be charged for maintenance service?
Please be aware that you will be charged for any repairs that have to be done due to tenant abuse or those items, which are the responsibility of the tenants. If you moved from one residence to another within Matchbox Realty, please login to your CURRENT home’s account; placing a maintenance request for a PREVIOUS residence will result in charge to your tenant account. Charges start at $42.00 per hour. Also be aware that by placing a request, you are giving consent for maintenance to enter your home.
What do I do in an emergency?
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.
My water bill was high. What do I do?
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, we will have it repaired for you. If you are still unsure where the excessive water bill is coming from, please turn in a work order so that it can be investigated.
Can I paint my home a different color?
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.
Can I change the locks on my home?
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.
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).