How Maintenance Requests Work at Fox Real Estate
We make maintenance simple and easy. For the fastest service, please submit all non-emergency maintenance requests through your online tenant portal. When submitting, include photos, a clear description of the issue, any troubleshooting you’ve completed, and appliance details (make, model, and serial) when available.
Once received, our team reviews your request, determines the best solution, and schedules a qualified vendor if needed. You can track progress in your portal, and all work orders, communication, and updates are documented for full transparency.
Maintenance Questions & Troubleshooting
Please read through our Maintenance FAQs first. Many common issues have simple troubleshooting steps that can help resolve the problem quickly. If your issue isn’t resolved, submit a request through your tenant portal.
How should I handle Maintenance Requests?
Please refer to our Maintenance Checklist for step-by-step guidance on what to do before submitting a request and how to handle common issues.
Maintenance Checklist
Fire
If there is a fire, call 911 immediately and evacuate the property. Once everyone is safe, notify Fox Real Estate through the emergency maintenance line.
A/C Repair
First, check your thermostat settings, replace the air filter, and ensure the breaker has not tripped. If the issue continues, submit a maintenance request through your tenant portal.
Broken Pipe
Turn off the water at the nearest shut-off valve immediately to prevent further damage. Then call the emergency maintenance line and submit a portal request.
Clogged Toilet
Tenants should first attempt to plunge the toilet. If the clog persists and is not caused by improper items being flushed. In any case, turn off the valve behind the toilet, shut the lid and clean up any mess and submit a maintenance request.
Electricity
Check the breaker panel for any tripped breakers and reset if needed. Also verify whether the outage is neighborhood-wide. If the problem continues, submit a maintenance request.
Partial outages do not constitute an emergency. If a wall switch or outlet begins to smoke or smell like it is burning, turn off the switch or unplug device AND turn off the circuit breaker or remove the fuse.
Gas Odor
If you smell gas, leave the property immediately and call the gas company or 911 from a safe location. Do not use switches, appliances, or phones inside the home. After reporting to the gas provider, notify us through the tenant portal.
Heater Repair
Verify thermostat settings, replace the air filter, and check the breaker. If the heater still does not function properly, submit a maintenance request.
Hot Water
This is considered an emergency ONLY when there has been no hot water for an extended period of time. Check the breaker (electric) or ensure the pilot light is lit (gas, if accessible). If hot water is still unavailable, submit a maintenance request.
Lock Out
Lockouts are the tenant’s responsibility. Please contact a locksmith for immediate access. If a rekey is requested through management, applicable charges will apply. There is a $50.00 charge when a Property Manager must go let you in. You are not allowed to change the locks for any reason without our permission.
Garbage Disposal Not Working
First, press the reset button on the bottom of the disposal and check that the unit has power. Do not place hands inside the disposal. If it still does not operate, submit a maintenance request.
Slow or Backed-Up Drains
Try a safe, non-corrosive drain cleaner or basic clearing methods first. Avoid chemical products that can damage pipes. If the problem persists, submit a maintenance request.
Refrigerator Not Cooling
Check that the unit has power, confirm the temperature settings, and make sure vents inside the fridge are not blocked. If cooling does not improve, submit a maintenance request.
Dishwasher Issues
Verify the unit has power, the door is fully latched, and the breaker has not tripped. If the dishwasher still will not run or drain properly, submit a maintenance request.
Pest Concerns
Tenants are responsible for basic housekeeping that helps prevent pests. Please submit a maintenance request if you notice ongoing or significant pest activity so we can review.
Garage Door Problems
Check that the opener has power and replace remote batteries if needed. Make sure nothing is blocking the door tracks. If the issue continues, submit a maintenance request.
Fence or Gate Damage
Please submit a maintenance request with photos showing the damage and any known cause.
Roof Leaks or Water Intrusion
If active water is entering the home, place a container to catch the water and move personal items away from the area. Submit a maintenance request immediately and call the emergency line if damage is occurring.
Smoke Detector Beeping
Most beeping is caused by a low battery. Please replace the battery first. If the detector continues to beep after battery replacement, submit a maintenance request.
Exterior Irrigation Issues
Check that the irrigation timer has power and is set correctly. Report broken sprinkler heads, leaks, or system failures through the tenant portal.
Mold or Mildew Concerns
Use normal housekeeping and ventilation to help prevent mildew. If you observe persistent or spreading mold, submit a maintenance request with photos.
Running Toilet or Water Leaks
Try gently adjusting the handle or ensuring the flapper inside the tank is seated properly. If the toilet continues running or you notice an active leak, submit a maintenance request promptly.
How will I know when a service technician is coming to fix the repair?
After a technician is assigned to your maintenance request, they will contact you directly via phone, text, or email to arrange a convenient time for access to the property to complete the repair.
Why am I being charge for a maintenance repair I submitted?
Please refer to your lease agreement for details on your maintenance responsibilities. Maintenance charges generally fall into two categories: Tenant Responsibility or Tenant-Caused Damage/Neglect.
- Tenant Responsibility: Repairs that are the tenant’s obligation under the lease.
- Tenant-Caused Damage/Neglect: Charges applied when the repair is needed due to damage or neglect by the tenant.
If you have questions about a specific charge, contact Fox Real Estate for clarification.
What do maintenance task statuses mean?
When you submit a maintenance request through your tenant portal, you can track its progress using task statuses:
- New – Your maintenance request has been submitted and is awaiting review.
- In Progress – Our team or the assigned technician is actively reviewing or working on your request.
- Completed – The repair or task has been finished, and the issue has been resolved.
- Deferred – After review, the request has been determined to be the tenant’s responsibility.
- Closed – The maintenance request has been closed in the system.
Smoke Detectors — Who Is Responsible?
Fox Real Estate ensures smoke detectors are installed and functional at move-in. Tenants are responsible for regularly testing detectors and replacing batteries as needed. If a detector is not working after a battery replacement, please submit a maintenance request.
Cold Weather Preparation — What Should I Do?
Tenants are responsible for basic cold-weather precautions, including:
- Keeping the heat set to at least 60°F.
- Dripping faucets during freezing temperatures.
- Opening cabinet doors under sinks on exterior walls.
- Disconnecting and storing garden hoses.
Failure to take reasonable freeze-prevention steps may result in tenant responsibility for related damages.
Which Repairs Are the Tenant’s Responsibility?
Tenants are typically responsible for minor maintenance and preventable issues, such as:
- Replacing HVAC filters
- Changing light bulbs
- Replacing smoke detector batteries
- Minor drain clogs caused by tenant use
- Lawn care (if required by lease)
- Damage caused by tenant, occupants, or guests
Fox Real Estate handles normal wear and tear and major system repairs. When in doubt, submit a maintenance request through your tenant portal.