How do I submit a maintenance request through the HOA portal?

Visit your community’s portal URL and sign in with your resident credentials. If you haven't set up an account yet, use the invitation link sent to your email when you moved in. Once inside, look for a tile or sidebar link named “Maintenance Request” or “Submit a Request.” The portal’s knowledge base is always accessible from the main menu - it holds guides, policy docs, and common issue resolutions, so you can check if your concern needs an official request or can be solved with a quick fix.

Click the “New Request” button to open the submission form. The workflow is designed to capture all necessary information upfront, reducing back-and-forth:

• Select a category - choose from a dropdown like “Plumbing,” “Electrical,” “Appliance,” or “Common Area.” This triggers a custom action that pre-fills any required fields (e.g., for plumbing, it may prompt for the fixture location).
• Describe the issue - be clear and specific, including where the problem is and since when.
• Attach photos or videos - use the file uploader to add visuals. The portal accepts jpg, png, and mp4 files, which help the maintenance team assess the situation before arriving.
• Set priority - mark as “Routine” or “Emergency” based on the urgency described in the knowledge base guidelines (e.g., a burst pipe is always emergency).

Once submitted, you'll see a confirmation with a request number you can use to track progress.

Your request lands in a shared inbox that the community manager and all maintenance staff monitor. They can see your entire submission history and any attached files right away, so no need to re-explain anything. A staff member will acknowledge the ticket within the response window (usually 1 business day for routine requests) and either assign it or ask for more details if needed. You'll get email notifications as the status changes, and you can always log in to view the full conversation thread.

Once the work is complete, the assigned technician will mark the ticket as “resolved” in the portal. You’ll receive an automated message asking you to confirm that the issue is fixed. If everything looks good, click “Close Request” - if not, simply reply in the thread to reopen it. The knowledge base is updated with this resolution for future reference, helping the whole community.

How to track maintenance request status?
Log into the HOA portal, go to “My Requests,” and click any ticket to see its current status (Open, In Progress, Resolved). You can also filter by date or category. Email alerts will notify you of major updates, but you can check anytime.

What is the average response time for maintenance requests?
Routine requests are typically acknowledged within 1 business day, and the actual service visit is scheduled within 2–3 business days. Emergency requests (like flooding or electrical hazards) are addressed immediately, with on-call staff dispatched as soon as possible.

Can I attach photos to my maintenance request?
Yes. The submission form includes an upload area where you can add photos or short videos. This helps the team diagnose the issue quicker and come prepared with the right tools and parts. Accepted file types are jpg, png, and mp4; you can attach up to 5 files per request.