Welcome Guide for Current Residents
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From Our Facilities Team
The Facilities Team would like to welcome you to the Matchbox family. We hope the move in process has gone well and you are enjoying your new home. We strive to ensure a nice place for you to live, but in the event you find something was overlooked, please report the issue on our website at Submit A Request/Work Order.
When submitting a work order, please enter all items as one service issue and number each item.
For Example-
- Ice Maker not working
- Outlet in Bedroom 1 Bath not working
- Sink in Bedroom 2 Bath Clogged – unable to clear using Drano
- Washing Machine Knob Missing/Broken
Submitting work orders online is the fastest way to get any issues resolved. The exception is emergencies, such as water leaks. For issues that need immediate attention, please call us at 540-434-5150 ext. 0, or, if it is after hours, ext. 7.
Most work orders throughout the year will be started within 1-2 business days once they have been submitted. The sooner you enter a work order/maintenance issue online, the sooner it will be queued. Move-in is a very busy time for all maintenance companies as 21,000 students return to the area. It may take a little longer during the first couple of weeks to address your issue. We will correct your issue as soon as we possibly can, so please bear with us if it takes a little longer than normal.
Nobody likes getting a tenant charge placed on their account for something that could have easily been avoided. Here is a list of issues that come up frequently, and ways to troubleshoot them prior to entering a work order.
- Clogged Sinks – Try using Drano as directed on the bottle
- Clogged Toilets – Try plunging toilet prior to submitting a work order.
- Dirty Air Filter – Change your air filter once a month. This will save you money on your electricity bill and can help avoid a large maintenance bill if your heat or AC does break. The Lease states that non-pleated filters are to be used. If you moved into a unit with a washable filter, you must wash them every month.
- Light Bulbs – Tenants are responsible for changing light bulbs. (Unless we missed one at move in)
- Trash Pickup – It is the tenant’s responsibility to keep trash around the unit cleaned up and disposed of. Failure to do so could result in fines. Keeping things clean can also lessen the chance you will have pests.
- Clothing Not Drying in Dryer – Prior to loading clothes into dryer, be sure to clean the lint trap. Most washers & dryers operate most efficiently on large loads and not extra-large loads.
There are several more tips in the maintenance guide. Please refer to this guide prior to entering a Maintenance request / work order online; it could save you some cash! Additional tips and information can be found in our Maintenance FAQ section. You can also locate property specific maintenance information on your community’s website. Thank you for taking the time to read this letter!