Maintenance FAQ

• How long does it take to complete a maintenance request?
• Our goal is to be at your place within 72 business hours, however sometimes depending on the issue it may take longer.

• Why would a maintenance issue take longer than 72 hours?
• We are a 3rd party property management company which means we serve other property owners.  In some circumstances the steps taken to fix something are:
• Diagnose the problem
• Order parts
• Get the owners approval
• Schedule with tenant time to fix issue

• What’s the status of my maintenance request?
• You can get the status of your maintenance request by going on your online portal or calling us at 309-808-2125

• How do I put in a work order? Or my work order says complete but I’m still having issues
• You can submit a work order through your online portal or calling us at 309-808-2125 (In an emergency please call 309-808-2125 as the email and online requests are not monitored 24/7)

• Why do I have a maintenance charge?
• Anytime maintenance is called out for issues you caused or for something you can fix, you may be charged.  For example, changing a lightbulb, shower drain clog, etc. If you are wondering if you’ll be charged or not, please feel free to call us in advance to check.

• What should I do in the case of an emergency?
• During office hours call and ask for the Maintenance Coordinator.  After 5pm call 309-808-2125 and follow the prompts for an emergency.  Anything that is not considered an emergency will not be addressed during after hours.

• What is considered a maintenance emergency?*
• No heat
• Major flooding
• Water heater leak
• The smell of gas or fire
• Please call fire department first if a fire occurs.  If you pay for Nicor please call them.
• Frozen or broken pipes
• Major plumbing problems
• Major electrical problems
• Criminal damage to property

Please call police department first to report damage

*Note - We may not be able to immediately fix an emergency depending on the issue the same day but will be able to at least diagnose or make a temp fix (i.e. provide space heaters if heat isn't working, turn off water if leak, etc)