Maintenance Requests
When Issues Arise
Despite our Best Efforts
Submit Maintenance Requests through your Resident Portal
- One issue per request. Do not combine, unless very similar (two plumbing issues)
- Be as clear as possible in your description of the issue, what triggered it, what is happening now, and what you believe needs to be done to correct it.
- A photo is worth a thousand words, so please include well-lit photos of the issue.
Maintenance Requests are handled in the order in which they are submitted, with the following response times as guidelines:
Category I: Emergency Maintenance
Emergency defined: Anything relating to the property under the lease that is threatening to life, health, or the property, or as defined in the Utah Fit Premises Act. For fire (please call 911), flood, sewage backups, gas odors (please call gas company), broken water pipes, tree falling on house, and non-functional heating or cooling.
Target: 8 to 24 hours for service
Note: during peak seasonal months, target response times for heat and air may be subject to delays due to contractor overload.
The Following are NOT Emergencies:
Refrigerator out; locking yourself out of the house; power or gas off; a/c out when the property has two (2) a/c units; oven not working; water heater out. These issues may be inconvenient, uncomfortable, and aggravating, but they are not emergencies. ON THE MARK is not liable for loss of food caused by appliance breakdown or for damaged belongings due to water leaks. Please make sure that you have adequate renter’s insurance to cover unforeseen personal losses.
Category II: Urgent Maintenance
Broken windows; plumbing repairs (not clogged toilets… see notes below); loose railings; wobbly decks; electrical problems.
Target: 3-6 business days for service
Category III: Normal Maintenance
Appliance repair, garage repairs, leaky faucets.
Target: 6-12 business days for service
Category IV: Non-Essential Maintenance
Fence repair, gutter cleaning, garage door remotes.
Target: 45-days for service
Category V: Not a Habitability Issue
Window screens; broken blinds/shades; broken tree limb; missing door stopper; missing cabinet pulls; and loose hinges.
Target: Point these items out during next property condition check or bring up at lease renewal time.
These items may not be approved for repair by the owner.
