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Resident How-to: Procedures for Requesting Maintenance

 These are our general procedures for requesting maintenance at your rental. We want to take care of your maintenance needs just as much as you do – here is how you can help us to help you. Keep in mind, Real Property Management Humboldt (RPM) provides the following as a general guide, but all items in this guide are superseded by the written Rental Agreement.

 

IF EMERGENCY – CALL 911

For all other maintenance issues:

Login to Fix.RPM101.com

or

Call (707) 444-3835 and choose 24/7 Maintenance Hotline

 

Procedures for requesting maintenance

 

 

  1.   All work orders must be submitted in writing unless you have an emergency. Before submitting a work order, check to see if you can determine the cause of the problem. We’ve provided some troubleshooting tips for common problems on the following pages.

 

  1.   Determine the priority of your maintenance request. Although often times, it may seem like it, not everything is an emergency. Use the guide below to determine what category your request may fall into and our estimated response time. Your request will be handled in the order it was
    submitted.
    NOTE: the response times are based on goals and are not guaranteed.

 

  • Priority 3: EMERGENCY situations that are a threat to the safety or health of individuals or may cause major damage to the property. Examples include fire, electrical hazards, flooding, or a tree falling on the house.
    • TARGET response time: less than eight hours.

 

  • Priority 2: URGENT situations that may interrupt the normal enjoyment of your home or it that could develop into an emergency if not dealt with soon. Some examples include a leaking faucet, slow drains, constantly flushing/running toilets, malfunctioning appliance, loss of hot water, malfunctioning sprinklers, etc.
    • TARGET response time: 7 days.

  • Priority 1: ROUTINE issues that should be done to protect the long-term value of the property or ensure the comfort of the tenant. Examples include broken window screens, repairing fencing, gutter cleaning, driveway or parking lot maintenance, etc.
    • TARGET response time: 30 days

 

As I’m sure you understand, Vendors normally work Monday – Friday, 9am – 5pm. Owners will pay extra to handle emergency situations after hours or on weekends/holidays. For URGENT or ROUTINE requests, you should expect the work to be done during normal business hours unless you are willing to pay the additional cost for expedited service.

 

  1.   Emergencies: Call 911 first, then Call RPM at (707) 444-3835 and choose Maintenance Hotline.
  • There are FEW emergencies.
    • Definition of an emergency: A life threatening situation that presents a danger to people or property.
    • Emergencies causing immediate danger such as fire, call 9-1-1
    • Emergencies involving gas or propane, call the gas company and, if necessary, 9-1-1
    • Emergencies involving IMMEDIATE electrical danger, call the utility service.
    • Emergencies such as backed up plumbing or flooding, call (707) 444-3835 extension XX and follow instructions.
    • Loss of A/C, hot water, or a broken appliance is NOT an emergency. Loss of heat is not an emergency unless the temperature is below

 

  1.  If it is a non-emergency, please do the following:

 

  • All non-emergency work orders must be submitted in writing! RPM provides several methods to submit written work orders:
  • Submit a maintenance request through the tenant portal:
  • Click on “Tenant Portal” and log in. If you do not have an account set up, you can follow the instructions to establish one or contact the office for assistance.
  • Once logged in, click on “New Service Request” and fill out the form.
  • Come to the office and fill out a form. If you are unable to travel, call the office and we will get a form to you by email, regular mail, or fax.
  • After submission:
  • After reviewing your work order, we may call to gather additional information or walk you through some troubleshooting steps in an attempt to resolve the issue.
  • If we are unable to resolve the problem, RPM will approve the work order and assign a vendor.
  • The vendor will contact you to schedule an appointment for repairs. Please remember we are a small community and vendors get very busy. They typically cannot respond immediately unless you have an emergency.
  • RPM does not sign out keys to vendors. It is your responsibility to provide them with access. If you give them permission to sign out a key from the office, please call and let us know in advance.
  • Be sure to coordinate with the vendor or RPM if your schedule changes.
  • If you do not hear from the vendor after the work was submitted, report this to the RPM staff. We will research the cause of the delay and contact you with an update.
  • If anything changes with the situation, please update the work order on the portal, by email, or by calling RPM.
  • After repairs are complete, call or email RPM to tell us if the problem was fixed satisfactorily. If the problem persists or returns and you fail to report it, you may be held liable for any damages caused.

 

  1.  Stand-up charge. If you schedule an appointment with a vendor and fail to show up or have the home open for them, you will pay a $75 no show trip charge. This fee isn’t because we are trying to teach you a lesson, that Vendor took time to schedule & go to the property. Beyond that, that person has an opportunity lost for taking another job they could get paid for, so they deserve to & will bill for their time.

 

  1.  Maintenance Charge Backs. RPM is responsible for repairing or replacing items broken by normal wear-and-tear. Some repairs are necessary due to accidents, misuse, or abuse. If the vendor reports to RPM that the damage was not caused by normal use, RPM will charge the repair costs to the tenant. Failure to pay for maintenance charges could cause a default in the terms of your lease and be grounds for eviction. Evictions are costly and we would like to avoid them at all costs, so please don’t abuse your home & if something happens it is as easy and simply paying to fix it.

 

  1.  Scheduled maintenance. Some Landlords request certain services be conducted on a regular basis in order to maintain the property. These services may be done with little or no notice to you. For instance, sprinkler set up or winterization, gutter cleaning, HVAC servicing, etc. If these services require vendors to enter the premises, we will coordinate the service with you in advance. This maintenance is ultimately for your benefit for the maintenance & longevity of the home and if it is within our control, we will always do our best to schedule at a time that is most convenient to you.

 

Tenants are responsible for the following routine maintenance:

 

  1. Wood burning fireplace maintenance
  • Always be sure to open the damper before starting any fire. If you don’t know how, call RPM for help.
  • If smoke is coming out of the front of the fireplace, put out the fire immediately and ventilate the house.
  • Do not use soft woods in fireplaces such as pine, fir, and redwood because they cause a coating in the flue which can cause fires. Use woods such as oak, almond, walnut, etc.
  • Do not overfill the fireplace and create a blazing fire that could cause damage to the firebox or cause a fire.
  • Use a fireplace screen at all times when using the fireplace to prevent damage, particularly to the carpet.
  • Check to see if fireplace coals are cold before removing from the fireplace.
  • Store ashes in a metal can, preferably with a lid. Do not use plastic or other combustible materials. Store the container away from the house, deck, or other combustible material for 48 hours.
  • Always check to ensure ashes are cold before disposing of them.

 

  1. Normal pest control:
  • Tenants are required to do normal insect maintenance. One of the best control measures is a clean home! Do not leave food laying out, sweep and mop the floors regularly, and store food in sealed containers.
  • When storing pesticides, be careful for the safety of children and animals at all times.
  • For Indoor insects, such as fleas, ants, spiders, silverfish, and more, do the following:
  • Insect foggers are the most reliable. Purchase them at grocery or garden stores.
  • Follow instructions on the can. Cover all food and dishes, remove all adults, children and animals from the home, and leave for approximately for four hours.
  • For outdoor Insects, such as ants, fleas, grasshoppers, and more:
  • Use granulized or liquid insect products from a garden supply store.
  • Follow the directions on the package to apply around the perimeter of the house, garage, storage sheds and fence.
  • For spiders, use liquid pre-mixed insecticide.
  • Purchase bait for snails, sow bugs, slugs, and similar pests at garden supply stores.
  • If the insect problem persists, call RPM.

 

  1. For rodent control, observe the following:
  • The occasional mouse is normal. Do your best to store food in sealed containers, including food for pets, birds, etc.
  • If you find a suspected location for mice to enter the home, try stuffing it with steel wool to dissuade them.
  • For ordinary mice you can purchase several common controls at grocery or garden supply stores.
  • If you see rats or larger rodents, contact RPM as soon as possible!

 

  1. Properly dispose of the following:
  • Toxic waste such as oil, antifreeze, batteries, and solvents.
  • Christmas trees
  • Electronic devices, such as computers, printers, televisions, radios, etc.
  • Any furniture that does not fit in a dumpster. Do not leave anything sitting next to a dumpster.
  • Place recyclables in the proper receptacles provided by the city and/or county.
  • Abide by city and/or county disposal requirements. If you are unsure, contact RPM for assistance.
  • If you live in Eureka, Recology generously coordinates programs from time to time for large item removal and a period for free disposal of Christmas trees.

 

  1. Landscaping and watering:
  • You may be responsible for maintaining exterior landscape by mowing, trimming, weeding, fertilizing, and watering. You should be watering the lawn, trees, shrubs, flower gardens regularly. If you are not sure if you are supposed to be maintaining the landscaping, please check your rental agreement our contact us.
  • If there are sprinklers, monitor the level of water needed and if necessary, contact RPM for help adjusting.
  • If you have sprinklers or an irrigation system that is not working, call RPM.
  • Grass should be mowed once every 10 – 14 days, depending on the season and speed of growth.
  • Mowing should start and end about the same time as your local watering cycle. If you are not sure, just watch the neighbors or call RPM.
  • Pick up all pet droppings on the property, even if you do not have pets. This includes picking up after wildlife.
  • Do not allow pets to cause damage, to include digging in the yard, chewing on fences, etc.
  • Shrubs should be pruned regularly. If a tree requires pruning, contact RPM.

 

  1. Replace burned out light bulbs. This includes interior and exterior lights, fluorescent lights, accent lights, etc. Lights should not be more than 60 watts each and must be of matching design. For example, globe lights in the vanity should be of the same design, wattage, color, etc.

 

  1. Replace furnace and air-conditioning filters at least once every three months. Use the correct size and be sure to check the edge of the filter for the direction of airflow. If you require assistance, contact RPM. If the furnace or air conditioner fail due to a dirty filter, you may be held liable for payment of the service call.

 

  1. Candles should never be left burning when not in the room. Do not burn them close to walls, drapes, or other flammable material. Try to keep them on a flat surface while burning. Fully extinguish before walking away.

 

  1. Holiday decorations and lights:
  • Ensure your decorations are in good taste and not offensive to others.
  • Hang lights and decorations safely and neatly.
  • Do not screw or nail into walls, gutters, roof or trim! Use removable clips and tape only.
  • Before hanging, check for bad plugs and loose wires. If you find defects, dispose of the lights.
  • Remove your decorations within one week of the holiday ending.

 

  1. Cleaning and maintenance of the property

Kitchens

  • Keep food cleaned off the counters, floor, sink, and other surfaces at all times.
  • Clean oven/stove hood vents regularly. Be sure to lift stove top and clean food that falls through cooking coils. If grease builds up on the stove it could result in a fire.
  • Pull out appliances and clean underneath and behind them at least once every six months.
  • If you have a self-cleaning oven, do not use oven cleaners! Call RPM if you need operating instructions.
  • For ovens that are not self-cleaning, use oven cleaners such as “Easy Off” for regular cleaning. Follow directions on the product.

Bathrooms

  • Prevent mildew and mold from accumulating.
  • If mildew and mold appear, use a product such as X-14 or Tilex to remove immediately.
  • Keep bathrooms properly ventilated to prevent mildew and mold from happening. Vacuum dust from the ventilation fan regularly. If the fan stops working, submit a maintenance request to RPM. If you fail to ventilate properly and mold or mildew accumulates, you may be liable for the charges of mitigation.
  • Always use the exhaust fan or open the window to ventilate any time you shower or bathe.
  • Carpets and flooring
  • Maintenance and cleanliness of carpets and flooring are the responsibility of tenants during occupancy, when moving, and at their own expense.
  • Keep floors vacuumed regularly.
  • Immediately clean up spills to prevent stains and damage.
  • Do not use wax on vinyl or tile.
  • Use only hardwood floor cleaners on hardwood floors.
  • Have carpets steam cleaned when appropriate; do not use home floor cleaning machines.
  • Professionally clean carpets after move-out.
  • Windows and window furnishings
  • Maintenance and cleanliness of windows and window furnishings are the tenant‘s responsibility during occupancy, when moving, and at their own expense.
  • Dry clean drapes only.
  • Check curtains before washing to see if they are washable, if not, dry clean curtains.
  • Blinds can typically be cleaned by filling the tub with warm, mildly soapy water. Swish the blinds around and rub with a soft sponge. Another method is to pressure wash them.
  • Vacuum or wipe out the tracks for windows and sliding doors regularly.
  • Remove screens and spray off with a hose at least once a year to knock off dust and cobwebs.
  • Close windows against the elements of weather, when appropriate, to avoid damage to the home interior.
  • Close doors and windows when leaving the residence.

 

It is the responsibility of all tenants to report all repairs/maintenance problems

Tenants can incur financial damages if they fail to report maintenance problems.

Report the following:

  • Any sign of mold in the property immediately
  • All toilet and faucet leaks and any plumbing backups
  • Electrical problems
  • Heating and air-conditioning problems
  • Inoperative smoke detectors
  • Faulty appliances supplied in property
  • Roof leaks
  • Broken windows and doors
  • Fence repair
  • Malfunctioning sprinklers
  • Any other necessary repairs or unsafe condition
  • Major pest control items such as bees, cockroaches, rats, termites or other major infestations

 

Tenants will be responsible for the following charges:

  • Failing to report necessary repairs.
  • If there is a service call and it turns out it was just tripped circuit breaker.
  • When appliances fail due to operator error.
  • When residents cause sewer stoppages/blockages.
  • If the tenant fails to meet a vendor at an assigned appointment and there is a vendor charge.
  • If the Tenant or Tenant’s guests or invitees, cause damage to the property.
  • If the Tenant’s pet causes damage to the property.
  • If the Tenant reports a repair which does not require service.
  • If the Tenant fails to replace battery for smoke detector or battery for remote door opener, and causes a service call for only battery replacement.
  • For replacing doors, jambs, broken glass and/or windows unless the Tenant provides a Police Report detailing the cause of the problem showing forced entry by others.
  • For damage to walls, carpets, floors, etc. because the Tenant left the windows or doors open during rain or wind.

 

Tenants are NOT to do the following

  • Do NOT wash draperies
  • Do NOT perform electrical work (this does not include changing light bulbs or batteries).
  • Do NOT mar, deface, or change walls, woodwork, flooring, landscaping of the property without prior permission from Landlord or Landlord’s Agent.
  • Do NOT perform repairs unless authorized by RPM or outlined in this guideline
  • Do NOT deduct any unauthorized or pre-authorized maintenance expense from rent. If you are authorized to conduct maintenance, you will receive payment like any other vendor. Be sure to retain receipts and turn them in with your invoice once the work is complete.

 

If you have any questions about maintenance, we are here to help! You can check out our FAQ on Maintenance or contact  us directly. If there is a question you have that is not answered on our FAQ, please let us know – we are trying to build it out and answer any questions have before you even ask them!

We are pledged to the letter and spirit of U.S. policy for the achievement of equal housing opportunity throughout the Nation. See Equal Housing Opportunity Statement for more information.