Resident FAQs

For non-emergencies, login to your online tenant portal, fill out the maintenance request form explaining the issue/s as thoroughly as possible and provide your contact info. Our staff will respond within 24 business hours.

If it’s an emergency and after hours, please call us at 512-994-4323, and follow the prompts to reach our emergency maintenance line.

Imagine you are the owner and received a bill from a vendor who inspected a dishwasher that a tenant reported as inoperable. It turns out that the power switch was not in the ‘on’ position. Would you feel the bill belonged to you? These things happen, especially when you’ve recently moved in and are unaware of the property’s characteristics. However, the fact remains that a bill has to be paid by the appropriate party for the efforts made. If you have any concerns, contact our maintenance staff or your property manager to troubleshoot the problem.

Replacing an appliance is never a fun process. While the owner enables us to make most repairs, there is a spending limit. Typically, appliance replacements go above that spending limit. Therefore, the owner must approve the expense. While we are eager to move to the next step, owners may not be immediately available or may want additional estimates to ensure the diagnosis and cost are valid. Rest assured, we aim to limit your wait time and provide a temporary fix.

Sorry, but this is not possible. An adult must be present at the time a vendor or team member visits the property when a minor is at home. No exceptions. This would apply to any owner of a home, not just residents.

It could be fun living inside a giant grape! However, it’s not as easy as it seems. Painting is tricky, so we cannot rely on tenants to complete something like this correctly. If you want something painted, submit an Architectural Change Request Form with the details. There will also be a stipulation that the condition is returned to its original state when you move out. One of our approved vendors will complete both painting projects at the tenant’s expense.

After you submit a maintenance request, you’ll receive a confirmation email. The easiest way to get an update is to reply directly to that email. Your message will go straight to your dedicated maintenance coordinator, who can provide the latest status.

Rent credits may be issued when all or part of your home becomes unusable due to a maintenance issue or repair that is not caused by the resident. We know that being unable to use part of your home can be inconvenient, and while these situations don’t happen often, we review each one carefully to determine if a credit applies.

When a rent credit does not apply:

• If the repair is completed within a reasonable timeframe, a rent credit does not apply. Please note that what is considered “reasonable” depends on the type of repair.
• Rent credits are not provided for issues caused by resident fault, misuse, or neglect.
• Expenses such as temporary lodging, food spoilage, laundry, damage to personal belongings, or other incidental costs are not eligible for reimbursement.
• Please contact your renter’s insurance for coverage of these types of costs.
• Credits are not issued for general inconvenience, discomfort, or other intangible impacts.

When a rent credit may apply:

• If a portion of the home is unusable for an extended period of time that exceeds a reasonable repair window.
• Credits apply only for the days beyond what is considered a reasonable timeframe for completing the repair.
• The amount of any rent credit will depend on the extent of the area affected and the length of time it remained unusable.

How to request a rent credit:

• If you believe you may qualify, please submit a rent credit request to your property management team. Once received, our team will review the details and notify you of the outcome. Please keep in mind that rent credits are calculated based on the portion of the home affected and the number of days it remained unusable beyond what is considered a reasonable repair timeframe.