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At Home is dedicated to maintaining homes:

Our goal is to address maintenance as soon as possible in all situations. In an attempt to manage expectations up front, we have defined the severity of specific maintenance requests and their respective categories below, along with our goal response, assign, repair and follow up times. They are not set in stone as all situations are unique and we cannot plan for all unforeseen issues, but we will keep you informed along the way. Some repairs are quick and easy, some are more complicated and require ordering of parts and require a bit more patience. We will track all responses in our maintenance tracking system, which will be available in your tenant portal through appfolio. www.athome.appfolio.com/connect

EMERGENCY –

Needs addressed and repaired ASAP. This includes safety issues and issues that could cause harm to resident or premises if not addressed ASAP.

  • Heating
  • Flooding
  • Fire
  • Leaking (plumbing)
  • Leaking (roof)
  • Some electrical
  • Storm damage, natural disaster

Response from At Home – Immediately to ASAP, within 24-hours

Assign to a Contractor – ASAP, within 24-hours

Repair Completed – Within 24 hours – ASAP (will depend on the availability of parts and or labor)

 

NECESSARY –

Needs addressed at first available opportunity. Not an Emergency, but needs addressed within a reasonable amount of time.

  • Garbage disposal- replace or re plumb
  • A/C not working- recharge/replace/repair as advised by service tech
  • General maintenance, broken doors, hinges, drawers, locks cabinets
  • Appliance Repair
  • Toilet Repair
  • Brown Recluse/Termites

Response from At Home – Within 1 Business day

Assign to a Contractor – Within 1 Business day

Repair Completed –Within 5-7 business days or at soonest possible time depending on availability of parts and or labor.

 

ELECTIVE –

Requests by residents that are not 100% necessary and would be at the discretion of said owner. We always send 1-2 contractors to bid and submit elective request to Owner for approval.

  • Fixing screens
  • Screen door
  • Appliances that are provided, but not maintained
  • Landscaping
  • Ice Makers
  • Fireplaces

Response from At Home – Within 1 Business day.

Assign to a Contractor – Within 1 week if possible and if approved by owner.

Repair Completed – Goal time: within 2 weeks to 30 days, depending on the request.

 

For more help with your maintenances , please email Info@athomehere.com — Subject: Maintenance Requests.