Maintenance FAQs

• How is a request for routine maintenance submitted?

  In compliance with the NC Residential Rentals Agreement Act, all maintenance requests must be in writing and can be submitted by any of the following:

  • Directly through our website from your residental portal
  • By filling out the Maintenance Request Form at our office

• Does HomeRiver Group® Triad work with Homeowners Associations?

  HomeRiver Group® Triad does work with HOAs for maintenance items covered by the Association.

• How are emergencies handled?

  If the emergency is life threatening, dial 911. If other emergencies occur, please call our 24 hour customer service team for assistance at 317-983-3219.

• What is classified as an emergency?

  Anything that endangers life or poses severe damage risk to the property if not corrected immediately qualifies for emergency service. Our emergency services operators have a specific list of items that are covered. Items outside of these items will not be handled as emergencies.

• What maintenance is a resident responsible for?

  The resident is required to keep the property in neat and clean condition and to perform minor repairs per the terms of the lease.

• What maintenance is a landlord responsible for?

  Under the NC Residential Rentals Agreement Act, the landlord must keep the property in fit and habitable condition.

• What if a resident wants to change the locks to the home?

  Locks are changed immediately prior to each new resident moving in. Should the resident desire to change them during tenancy, please visit the office to speak with a property manager about your request. The work must be done by a licensed locksmith and three keys to each new lock must be provided to our office within 24 hours of the work being done.

• What if the resident wants to paint or perform maintenance work themselves?

  Any and all work requested to be done by a resident must be submitted in writing and have written consent by HomeRiver Group® Triad prior to the work being done. This includes work relating to painting, carpeting, landscaping, wallpaper, fixtures, and any structural work.

• What is the turnaround time for maintenance request?

  There are many factors that go into each request and we cannot set a firm schedule. However, we typically contact the resident the same day we receive the request to assess the situation and determine the proper course of action. Our goal is typically no more than a 5 business day completion.

• What if an owner wants to perform all of the work on their property?

  Owners have the option of performing all maintenance items themselves. A release form must be on file. HomeRiver Group® Triad will not participate in “partial repairs” where the owner does some items and HomeRiver Group® Triad perfiles others. Should we be requested to meet owner's contractors, there will be a charge for this additional service. Experience has proven that our contractors can perform maintenance items faster, more competently, and less expensively than most comparable contractors in the business. Additionally, we do not utilize the services of any contractor that is not fully insured, including general liability and worker's compensation.

• Do you offer a preventative maintenance program?

  Yes, we have a fully comprehensive preventative maintenance program, including many components of the investment property. Here are a few links to some of the options offered:

  • Gutter Cleaning
  • HVAC Service
  • Winterization

• The air conditioner is not working

  • Have you changed the vent filters recently? These should be changed every 30 days and it is your responsibility to keep them fresh.
  • Have you checked the breakers? Try switching all of the breakers to the “off” position and then flipping them back to “on”.
  • Is the air conditioner blowing air but not cold air? Shut the air conditioner unit completely down for a number of hours and then turn it back on- but submit the work order anyways.
  • Is the thermostat working? If it is a digital thermostat, try inserting new batteries.

• The heat is not working

  • Have you changed the filters recently? These should be changed every 30 days and is your responsibility to do so.
  • Have you checked the breakers? Try switching all of the breakers to the “off” position and then flipping them back to “on”.
  • Do you have gas heat? Can you determine if the pilot light is out? If the pilot needs to be re-lit this will be your responsibility to either light it yourself or to hire a professional to light it. We recommend that you contact Piedmont Natural Gas or your gas provider.
  • Is the thermostat working? If it is a digital thermostat, try changing the batteries.

• The garbage disposal is not working

  • Have you checked the breakers to see if the GFCI outlet has been tripped?
  • Is the garbage disposal making a humming sound? If so, run your hand along the bottom of the unit for a small button. Once you find the button, press it to reset the disposal.
  • Is the disposal making a humming sound and not spinning freely? If you have lived in the home more than a month then it will ultimately be your responsibility to repair the disposal. On most models there is a place for an Allen Wrench in the center on the bottom which will help to free up the disposal.

• The dishwasher is not working

  • Have you checked the breakers?
  • Have you tried the switches in the kitchen to determine if any work the dishwasher?

• The ice maker is not making ice

  • Have you determined that the water supply is turned on? The valve is either under the sink or behind the fridge.
  • Have you looked in the fridge or freezer for a possible switch which would turn the ice maker on and off?

• There is no hot water

  Have you just moved in to the home? If so and if this is a gas water heater then check the temperature setting on the unit- sometimes they are set to “vacation” and therefore the water is not very hot.

• The toilet is overflowing

  Is there anything else drain related going on? (i.e. Water backing up into the tub or gurgling noises from other plumbing areas?) If it seems that the main line is stopped up or it is unclear where the stoppage is then please stop or postpone doing any laundry, running the dishes or flushing other toilets.

• The toilet is not flushing properly

  Do you have a 1.6 Gallon per flush toilet? The truth is, it will take more than one flush to clear the bowl. This is often an unfortunate reality.

• An electrical outlet does not work

  • Where is the outlet? If it is in a bathroom, kitchen, garage, laundry area or outside it is likely a GFCI outlet that has been tripped. Sometimes in houses built in the 1990’s and early 2000’s the GFCI outlets can be fed from one location to another so it may be an outlet in the garage that has tripped and causing the outlet on the porch not to work.
  • Have you checked the breakers? We recommend completely tripping the breakers and then resetting them. (Sometimes they can appear to be okay by visual inspection but they have actually been tripped). Also, for some newer homes the bedrooms have ARC fault breakers which trip when any sudden surge of electricity is detected in the circuit. They can be touchy and set off by things like irons, older lamps, vacuums and lightning.

• The garage door is not working properly

  • Have you held the garage door button on the wall down? If this will not work than this is evidence of the sensors being mis-aligned. Please try to align the sensors and make sure the corners of the garage door are free of belongings and common garage type items.
  • Have you determined if the opener is getting power? Have you checked the breakers? We recommend completely tripping the breakers and then resetting them. (Sometimes they can appear to be okay by visual inspection but they have actually been tripped).

• There are ants or other indoor pests

  Interior pest control is typically the responsibility of the tenant. We highly recommend Terro Traps- these can be purchased at Lowes, HD, Target or Walmart.