Before Submitting a service request

Maintaining your home is a team effort. We like to say; you take care of the small stuff; we’ll take care of the big stuff. It’s essential to understand what issues we’ll handle and what issues are up to you to manage. Here you’ll find a more detailed outline of maintenance and services issues each of us should be prepared to take care of.

Every maintenance request is important to us. For non-emergency maintenance requests, we work hard to respond to you as quickly as possible, generally within 24 business hours. For emergency requests, we will respond to you within 2 hours.

Quick Access Links:

Request Maintenance Service
Resident Responsibilities
Emergency Maintenance Issues

Maintenance Service Fees
Home Care Supplies to keep on hand
Recommended Home Maintenance Schedule
Service While You’re Away (Permission to Enter)

Non-Emergency Maintenance Issues

Here’s a quick list of what each of us should be prepared to handle:

Air Conditioning

Your part: Changing the air filters monthly and replacing thermostat batteries as needed
Our part: Everything else

Appliances

Your part: Changing water filters in the fridge as needed and keeping everything clean. Check your lease for further information.
Our part: Everything else

Home Exterior

Your part: Keeping everything clean and free from debris, mold, or mildew, including the home’s exterior, walkways, walls, first-floor gutters, fences, mailbox, and driveway.
Our part: Fences, your garage door, roofing, second-floor gutters, and the home’s structure

Irrigation

Your part: Setting the clock, testing the system weekly for correct function, and adjusting and replacing broken sprinkler heads if needed
Our part: Repairs to the clock, electronics, pumps, and underground pipes

Lawn & Landscaping

Your part: Everything between the ground & 8’ high
Our part: Everything underground & above 8’ high

Other Home Interior

Your part: Minor toilet or drain clogs, changing light bulbs, regular cleaning, minor hardware issues, etc.
Our part: Water and drainage line breaks, plumbing leaks, plumbing hardware, and water heater issues

Pest Control

Your part: Regular pest control for common pests like ants, roaches, spiders, scorpions, beetles, and small rodents.
Our part: Large rodents, bee hives/wasp nests, birds, or termites that have taken up residence in the home or attic, and common indoor pests present in the house within 30 days of your move-in.

Pool (if applicable)

Your part: Regularly skimming and emptying the skimmer basket, removing toys from the pool after use, keeping the pool safety fence up and the gate locked whenever the pool is unsupervised and unused
Our part: Weekly maintenance, such as chemical balancing, general cleaning, and equipment upkeep

Smoke Detectors

Your part: Checking and changing batteries
Our part: Repairing or replacing malfunctioning units

Emergency Maintenance Issues

Every maintenance issue is vital to us, but some maintenance issues are critical for us to address immediately. Maintenance issues are considered maintenance emergencies if the security or livability of the home is compromised. We will handle emergency maintenance requests as quickly as possible based on the severity of the issue. If there are immediate threats to your health or safety, please contact 911.

Here are the maintenance issues considered to be maintenance emergencies:

Electrical Power Outage
Please contact us if the outage is exclusive to your home, not the result of non-payment or an area outage.

Fire in Appliance
Call the fire department and notify us after first responders have taken care of the issue and left home.

Damage to the home due to Fire, Flooding, Storms, or Trees
If the house is not secure, livable, or cannot repel weather.

Garage Door Damage
If the garage door cannot be opened automatically or manually, a vehicle cannot be removed from the garage.

Gas Leak
If you smell gas, please exit the home and immediately call the fire department. Once the house is safe, please get in touch with us.

HVAC
If the temperature indoors is above 85 degrees or below 55 degrees.

Plumbing Issues
Suppose there is flooding that cannot be stopped by the resident and is not caused by weather. Call the Fire department to turn off the water.

Pool Fence or Pool Gate Damage
If there’s damage that prevents the pool fence or gate from functioning correctly and keeping the pool area secure.

Unsafe Upstairs flooring
If flooring on the second floor is unstable or unsafe to walk on.

Please notify the police immediately, then contact us.

Your safety is our top priority. Please make sure that you and your loved ones are safe and secure in an emergency, and contact local authorities and first responders when necessary before contacting us.

To report an emergency maintenance issue, call 678.304.6473 Ext 15. as soon as possible.

MAINTENANCE SERVICE FEES
We’re happy to take care of any maintenance requests. However, if the maintenance is for something that falls under your responsibility, a minimum service fee of $125 will apply. If you have any questions about these maintenance responsibilities, service issues, or what constitutes a maintenance emergency, don’t hesitate to contact us at 678.304.6473 or customercare@gtrbrokerage.com.

SERVICE WHILE YOU’RE AWAY
Did you know that we can resolve most maintenance requests without you having to wait at home? Our trusted technicians can access the house through a key left in the lockbox by permitting us to enter. This is a safe and secure way for GTR Brokerage to service your home without taking time out of your busy day.
Please note: minors may not be left unsupervised in the home, and pets must be secured while our technicians perform their job.

RECOMMENDED SUPPLIES TO KEEP ON HAND
Having these supplies handy will help make maintaining your home quick and simple.

Interior Supplies

AC Air Filters
Wall cleaner (or similar product)
Wall hooks (or similar product)
1 Gallon of interior paint (may be supplied by Progress Residential®)
Interior cleaning supplies
Batteries for smoke detectors
Light bulbs
Water filters where applicable

Exterior Supplies

Weed control spray
Lawn Feed & Fertilizer
Pest Control Spray
Heavy Duty trash bags
Cat litter for soaking up oil/fluid spills in the garage and driveway
Oil stain cleaner/remover
Wire brush for scrubbing oil/fluid stains
Krud Kutter (or a similar product)

RECOMMENDED MAINTENANCE SCHEDULE
Maintaining your home is a lot easier when tasks don’t pile up. We recommend following this general schedule to stay ahead of most maintenance items:

Weekly

Vacuum and clean floors
Clean surfaces, including countertops, appliances, bathrooms, tubs, and toilets
Mow, edge, and weed the lawn
Remove debris
Water lawn daily
Check the irrigation system for leaks
If applicable, skim the pool, empty the skimmer basket, check the pool water level, and add water when necessary.

Monthly

Change AC air filters
Deep clean appliances
Clean sink and tub drains
Wipe down cabinet doors
Clean walls in high-traffic areas
Pest control
Clean windows
Check smoke detectors
Trim bushes, shrubs, and trees under 8.’
Check and update the watering schedule to account for changes in the weather
Clean windows and screens
Wash exterior walls and fences as needed to remove mold, mildew, and algae.

Quarterly

Clean baseboards
Clean interior cabinets and drawers
Prep lawn for seasonal changes such as aerating, fertilizing, and weed control

Please remember, we’ll handle anything underground or over 8’, such as the roof or tall tree issues, and you’ll need to take any landscaping items from ground level up to a height of 8’. Let us know if you see anything that needs attention so we can assess and get you the proper service.

SUBMITTING SERVICE REQUESTS
If you encounter an issue and need to submit a request, the fastest way is by tap here. For any other issues or if you have any questions, you can contact us at 678.304.6473.