"Something's broken at the house. What's the fastest way to get it fixed?"
That's one of the most common questions we get from residents in the homes we manage around Keller, Roanoke, Northlake and Haslet. The good news is that most repairs are simple. What slows them down is almost never the repair itself. It's a vague request, a missing photo or a vendor who can't get in the door. Here's how to avoid all three.
The Short Answer
For anything that isn't an emergency, submit the request in writing through your resident portal, with a clear description, a couple of photos and permission to enter. For a true emergency, like an active leak, no heat in a freeze, a sparking outlet or sewage backing up, call our 24/7 maintenance line at (304) 878-8629 right away. If you ever smell gas or see smoke or fire, get everyone out of the house first and call 911.
Step 1: Know Whether It's an Emergency
Sorting the request correctly is the single biggest factor in how fast it gets handled. Emergencies go to the phone line so someone can respond right away. Everything else goes through the portal so it's documented and scheduled efficiently.
- Call (304) 878-8629 now: Water you can't stop, a burst pipe, no heat when it's freezing outside, no AC in dangerous summer heat, sewage backing up, electrical sparking or burning smells, a broken exterior door or lock that leaves the home unsecured, or a refrigerator that's completely out.
- Use the portal: A dripping faucet, a running toilet, a garage door that's acting up, a dishwasher that won't drain, a loose cabinet door, a burned-out exterior light or a fence board that's come loose.
- Not sure? Call. Our line answers 24/7, and it's always better to ask than to let a small leak become a big one overnight.
Step 2: Put It in Writing Through the Portal
Our resident portal is the best place for every non-emergency request. It creates a time-stamped record, sends the request straight to our maintenance team, and lets you see updates without chasing anyone down.
Writing it down is also what most leases require. Under Texas Property Code § 92.052(d), repair notices must be in writing when the lease is written and requires written notice, which is common in Texas residential leases. The portal takes care of that for you.
Step 3: Describe It Like You're Talking to the Technician
A good description lets us send the right trade with the right parts the first time. "Kitchen sink broken" might mean a clogged drain, a leaking supply line or a dead garbage disposal, and those are three different visits. Include:
- What and where: "Leak under the primary bathroom sink, left side cabinet" beats "bathroom leak."
- When it started: Did it begin today, or has it been getting worse for a week?
- What you've noticed: Is it constant or only when the dishwasher runs? Is there a noise, a smell or a breaker that keeps tripping?
- What you've already tried: Did you reset the GFCI outlet, check the breaker or replace the HVAC filter? That saves the technician time.
Step 4: Add Photos or a Short Video
Photos are the fastest way to speed up a repair. One wide shot showing where the problem is, plus one or two close-ups, tells us most of what we need to know. For anything that makes noise or only happens sometimes, like a rattling AC unit, a garage door that stops halfway or a toilet that runs on its own, a 10-second video is even better.
Step 5: Make Access Easy
A lot of repair delays come down to scheduling. When you submit the request, let us know whether the vendor has permission to enter if you're not home, and mention anything they should know: pets that need to be put up, a gate code or a side door that sticks. On repair day, please secure pets and clear a path to the problem.
Step 6: Report Small Issues Early
A slow drip is easy to ignore, but it adds up. The EPA's WaterSense program estimates that the average household's leaks can waste more than 9,300 gallons of water a year, and that a faucet dripping once per second can waste more than 3,000 gallons a year. Reporting a small issue early keeps it small, and keeps your water bill down too.
The same goes for the change of seasons here in North Texas. If your heat blows cold air, won't kick on or short-cycles, submit a request before the first hard freeze, not during it. Our winter prep checklist covers what we do on our side to get homes ready.
What to Do While You Wait
- Know your shutoffs: Find the main water shutoff and the shutoff valves under sinks and behind toilets. Turning off the water can stop a leak in seconds. If you're new to the home, our first 30 days move-in checklist walks through this.
- Limit the damage: Put down towels or a bucket, move belongings away from water and unplug any affected appliance.
- Keep everyone safe: Stay away from wet electrical outlets or sparking fixtures, and don't try to repair gas lines, electrical panels or the roof yourself.
- Don't hire your own contractor: Let us send a vendor. Our vendors are vetted, and some repairs, like a water heater or an appliance, may be under warranty.
A Quick Word on Resident-Caused Damage
Normal wear and tear is on us. But the lease, and Texas Property Code § 92.052(b), treat damage caused by a resident, a household member or a guest differently, and that repair cost is typically billed back under the lease. The most common example we see is a clogged drain or toilet caused by wipes, grease or a toy.
Why This Matters to Owners, Too
If you own a rental in Keller, Roanoke, Northlake, Haslet or Flower Mound, this is exactly the kind of process that protects your investment. Clear, written, photo-documented requests mean faster repairs, fewer repeat vendor visits and happier residents who renew. Our maintenance services include a line that answers 24/7, so a burst pipe at 2 a.m. gets a response, not a voicemail.
How We Help DFW Owners
Parker and I bring 22+ years of combined property management experience. We've leased more than 500 homes, average about 12 days on market and have earned 70+ five-star reviews. We manage residential homes only, so single-family rentals like yours are all we do.
Our pricing is simple. Full-service management is an 8% monthly management fee plus a leasing fee of 50% of the first month's rent. If you only need a great tenant placed, Placement Only is 100% of one month's rent. There are no other fees. Our agreements are month-to-month and can be canceled anytime. And if we placed the tenant, we handle the eviction for free. See the details on our pricing page.
If you're a resident in one of our homes, save (304) 878-8629 in your phone today and bookmark the resident portal. If you're an owner tired of being the one who gets the 2 a.m. call, I'm happy to put together a free, no-obligation rental analysis and walk you through how we handle maintenance. Call (304) 878-8629 anytime, or learn more about our Keller property management, Roanoke property management and Northlake property management services.
