Maintenance Troubleshooting Guide for Flagship Realty Group Residents

This guide provides helpful troubleshooting tips, preventative maintenance recommendations, and information about resident responsibilities.

Before submitting a maintenance request, please review the applicable section below. Many common household issues can be resolved with a few simple steps.

If the issue continues after troubleshooting, please submit a maintenance request through your resident portal. Always report maintenance concerns promptly to prevent additional damage.

1. Emergency Maintenance

A maintenance emergency is a situation that presents an immediate safety concern or could cause significant property damage if not addressed promptly.

Examples of potential maintenance emergencies include:

• Active, uncontrolled water leaks or flooding

• Sewage backups affecting the home

• Complete loss of heat during dangerously cold weather

• Complete loss of air conditioning during extreme heat when indoor conditions present a health or safety risk

• Electrical hazards, including sparking outlets, exposed live wiring, or burning smells

• Exterior doors or locks that cannot secure the property

• Significant storm damage exposing the interior of the home

• Other conditions creating an immediate danger to residents or the property

For maintenance emergencies outside regular business hours, contact our after-hours emergency maintenance line.

For fires, suspected gas leaks, or immediate threats to personal safety, leave the affected area and call 911 or the appropriate emergency utility provider first.

Non-emergency maintenance requests should be submitted through your resident portal.

2. Before Submitting a Maintenance Request

Before submitting a maintenance request, please:

1. Review the troubleshooting steps for the issue you're experiencing.

2. Check for simple solutions, such as tripped breakers, disconnected appliances, or thermostat settings.

3. Take photos or videos of the issue, if possible.

4. Provide a detailed description of the problem, including when it started and whether it occurs consistently or intermittently.

5. Let us know if the issue is causing additional damage or affecting essential services.

Please do not attempt repairs involving electrical wiring, gas lines, plumbing connections, or other potentially hazardous components.

Residents may be responsible for maintenance costs resulting from misuse, negligence, damage, or other resident-responsible issues as permitted by the lease and applicable law.

3. Heating & Air Conditioning

If your heating or air conditioning system is not working properly, please check the following:

• Make sure the thermostat is set to the correct mode: Heat or Cool.

• Verify the desired temperature is set appropriately.

• If the thermostat screen is blank or displays a low-battery warning, replace the batteries if applicable.

• Check that the circuit breaker has not tripped.

• Make sure all supply and return vents are unobstructed by furniture, rugs, or other belongings.

• Check your air filter and replace it if dirty.

• Allow several minutes for the system to respond after changing thermostat settings.

Frozen HVAC System

If you notice ice on the HVAC equipment or refrigerant lines, turn the cooling system off immediately. Do not attempt to remove the ice manually or repeatedly restart the system.

Submit a maintenance request so the system can be evaluated.

Air Filters

Standard HVAC filters must be replaced monthly unless otherwise specified. Dirty filters restrict airflow, reduce efficiency, and can contribute to equipment failure.

Some systems use media filters that require less frequent replacement. Follow the replacement schedule provided for your property.

Residents are responsible for maintaining and replacing applicable filters during their tenancy unless otherwise specified in the lease.

4. Electrical Issues

If you experience an electrical issue, try the following:

Complete Loss of Power

Contact your utility provider to determine whether there is a service outage in your area. If neighboring homes also have no electricity, the issue may be related to the utility provider.

Partial Loss of Power

• Check your electrical panel for a tripped breaker.

• If a breaker has tripped, move it fully to the OFF position and then back to ON.

• If the breaker trips again, do not continue resetting it. Submit a maintenance request.

• If only one outlet is affected, test it using another small appliance or lamp.

• Some outlets are controlled by wall switches. Try nearby switches to determine whether they control the outlet.

GFCI Outlets

Outlets located in kitchens, bathrooms, garages, and exterior areas may be protected by a GFCI outlet.

• Locate the outlet with TEST and RESET buttons.

• Press RESET to determine whether power is restored.

• One GFCI outlet may control multiple outlets throughout the home.

Do not attempt to replace electrical components, remove panel covers, or repair wiring.

If you notice sparks, smoke, burning odors, or exposed wiring, stop using the affected area and report the issue immediately.

5. Plumbing & Drain Issues

Residents are responsible for using plumbing fixtures properly and taking reasonable steps to prevent blockages.

Slow or Clogged Drains

• Remove visible hair or debris from accessible drain strainers.

• Use a plunger appropriate for the fixture.

• Avoid allowing grease, food scraps, hair, wipes, or foreign objects into drains.

• Do not use chemical drain cleaners such as Drano, as these products can damage plumbing and create hazards during repairs.

If the drain remains clogged or multiple fixtures are backing up, submit a maintenance request.

Clogged Toilets

• Use a toilet plunger to attempt to clear a minor blockage.

• Do not repeatedly flush an overflowing toilet.

• If the water begins rising, turn off the water supply valve located behind or near the toilet.

• Never flush wipes, feminine hygiene products, paper towels, cotton products, or other foreign objects, even if labeled flushable.

Running Toilets

If your toilet continues running:

• Check whether the handle is stuck.

• If the toilet continues running, turn off the water supply valve until the issue can be evaluated.

• Submit a maintenance request if the problem continues.

Residents may be charged for plumbing blockages caused by improper use, foreign objects, or other resident-responsible conditions.

6. Water Leaks

Water leaks should always be reported promptly, even if they appear minor.

If you discover a leak:

1. Identify the general source, if possible, without putting yourself at risk.

2. Turn off the nearest accessible water supply valve if it is safe to do so.

3. If necessary and safely accessible, shut off the home's main water supply.

4. Move personal belongings away from the affected area.

5. Use towels or containers to minimize additional damage when safe.

6. Contact Flagship Realty Group immediately.

Do not attempt to repair water supply lines, plumbing connections, or leaking equipment yourself.

Active, uncontrolled leaks or flooding should be treated as maintenance emergencies.

7. Water Heater

If you are experiencing a lack of hot water:

• Determine whether the issue affects all faucets or only one fixture.

• For electric water heaters, check whether the corresponding circuit breaker has tripped.

• If a large amount of hot water was recently used, allow time for the tank to recover.

• Do not attempt to disassemble, repair, or adjust internal water heater components.

• For gas water heaters, do not attempt to relight the pilot unless specifically authorized and provided with appropriate instructions.

If you notice leaking water, unusual noises, or signs of overheating, submit a maintenance request promptly.

8. Dishwasher

To keep your dishwasher operating properly:

• Remove large food debris from dishes before loading.

• Avoid overloading the dishwasher or blocking the spray arms.

• Make sure the dishwasher door is completely closed before starting a cycle.

• Use detergent specifically designed for dishwashers. Never use regular dish soap.

• Clean accessible filters according to the manufacturer's instructions.

• If your dishwasher drains through a garbage disposal, run the disposal before starting the dishwasher.

If you rarely use your dishwasher, run it periodically, approximately once per week, to help keep seals and components functioning properly.

If the dishwasher is not draining, check for visible debris in the accessible filter and verify the garbage disposal is functioning properly.

If water is leaking onto the floor, stop using the dishwasher and submit a maintenance request.

9. Garbage Disposal

Garbage disposals are designed for small amounts of appropriate food waste and should not be used as regular trash receptacles.

Never place the following items into the disposal:

• Grease, oil, or fats

• Bones or shells

• Fibrous vegetables, such as celery

• Large amounts of potato peels or other starchy foods

• Coffee grounds in large quantities

• Non-food items, utensils, or foreign objects

When using the disposal, run cold water and feed small amounts of appropriate food waste slowly. Allow the water to continue running briefly after turning the disposal off.

If Your Disposal Stops Working

• Turn the disposal off.

• Check whether the corresponding breaker or GFCI outlet has tripped.

• If the unit has a reset button, follow the manufacturer's instructions to reset it.

• If the disposal hums but does not operate, turn it off and submit a maintenance request.

Never place your hands inside the disposal or attempt to clear a jam while the unit is connected to power.

10. Refrigerator & Freezer

If your refrigerator or freezer is not cooling properly:

• Make sure the appliance is plugged in and receiving power.

• Check that the temperature settings have not been accidentally changed.

• Verify that the doors are closing completely.

• Make sure food items are not blocking interior air vents.

• Avoid overpacking the refrigerator or freezer.

• Clean up spills and remove food debris that may interfere with door seals.

If you recently added a large amount of groceries, allow time for the appliance to return to its normal operating temperature.

Refrigerator Water Filters

Residents are responsible for replacing refrigerator water filters when needed, unless otherwise specified in the lease.

If the filter replacement indicator is illuminated, replace the filter with a compatible model. Filters should also be replaced as required before move-out.

If the refrigerator or freezer continues to lose cooling, submit a maintenance request promptly.

11. Stoves, Ovens & Cooktops

Flat Cooktops

Glass and ceramic cooktops require proper cleaning to prevent permanent damage.

• Clean spills after the surface has cooled.

• Use cleaners specifically designed for glass or ceramic cooktops.

• Avoid abrasive scrubbers, steel wool, or harsh cleaning products.

• Do not drag heavy pots or pans across the surface.

• Clean burnt-on residue promptly using manufacturer-approved products.

Residents may be responsible for damage resulting from improper cleaning or use.

Stoves & Ovens

If your stove or oven is not working:

• Verify that the appliance is receiving power.

• Check that the correct cooking settings are selected.

• For electric appliances, check the corresponding breaker.

• Do not attempt to repair heating elements, gas connections, or internal electrical components.

If you smell gas, leave the property immediately and contact the gas utility's emergency line or 911 from a safe location.

12. Washing Machine

If your washing machine is not working properly:

• Make sure the machine is plugged in and receiving power.

• Verify that the lid or door is completely closed.

• Check that the water supply valves are open.

• Avoid overloading the machine.

• If the machine shakes excessively, redistribute the clothing to balance the load.

• Make sure the appropriate wash cycle has been selected.

If the washing machine is leaking, stop using it immediately and shut off the accessible water supply valves if safe.

Submit a maintenance request for continued problems with draining, filling, spinning, or leaking.

13. Dryer

To keep your dryer operating safely:

• Clean the lint trap before every load.

• Avoid overloading the dryer.

• Use the appropriate drying setting.

• Make sure clothing is not blocking airflow inside the drum.

• Check for visible lint buildup around accessible vent openings.

If the dryer is not heating, verify that it is receiving power and that the correct settings are selected.

Do not disconnect dryer venting or attempt to repair internal components.

If you notice a burning smell, excessive heat, or unusual noises, stop using the dryer and submit a maintenance request.

14. Garage Doors

If your garage door is not operating properly:

• Replace the remote-control battery if needed.

• Check whether the wall-mounted control operates the door.

• Make sure nothing is blocking the garage door's path.

• Check that the safety sensors near the bottom of the door tracks are unobstructed and aligned.

• Verify that the garage door opener is receiving power.

If you lose your remote, a compatible replacement may be available through the manufacturer or an authorized retailer. Contact management before changing opener programming or access settings.

Never attempt to repair garage door springs, cables, tracks, or other components under tension.

If the garage door will not close or secure the property, contact management promptly.

15. Doors, Windows & Locks

If a door or window is difficult to open or close:

• Check for visible obstructions.

• Make sure the locking mechanism is fully disengaged.

• Keep accessible sliding door and window tracks free of dirt and debris.

• Do not force stuck doors, windows, or locks.

Report damaged locks, broken glass, missing screens, or doors and windows that cannot properly secure the home.

Lockout Service

During regular business hours, residents may borrow an available property key from our leasing office at no charge.

• Identity verification is required.

• Only authorized residents listed on the lease may request a key.

• Borrowed keys must be returned within 24 hours.

• Keys may be returned through the designated after-hours drop box.

Flagship Realty Group does not provide after-hours lockout service. Residents who are locked out after business hours must contact a locksmith at their own expense.

Any replacement locks or keys must comply with the lease and management's authorization requirements.

16. Light Bulbs & Ceiling Fans

Light Bulbs

Residents are responsible for replacing standard interior and exterior light bulbs during their tenancy.

• Replace bulbs with the appropriate type and wattage.

• Do not exceed the fixture's maximum wattage.

• Turn off the light and allow bulbs to cool before replacing them.

• Do not attempt to access fixtures that cannot be reached safely.

If assistance is needed with an inaccessible bulb, contact management. Applicable service charges may be the resident's responsibility.

All required light bulbs must be operational at move-out, subject to the lease and applicable law.

Ceiling Fans

If a ceiling fan is not operating:

• Check the wall switch.

• Replace remote-control batteries if applicable.

• Verify that the fan is receiving power.

• Check whether the fan and light are controlled by separate switches.

If the fan is excessively wobbling, making unusual noises, or appears loose, turn it off and submit a maintenance request.

17. Smoke & Carbon Monoxide Detectors

Smoke and carbon monoxide detectors are important safety devices and must remain operational.

Residents should:

• Test detectors regularly according to the manufacturer's instructions.

• Replace user-serviceable batteries as needed.

• Report detectors that are damaged, malfunctioning, or not responding to testing.

• Never disconnect, remove, cover, or disable a detector.

An intermittent chirping sound may indicate a low battery or that the detector needs service or replacement.

If replacing an accessible, user-serviceable battery does not resolve the issue, submit a maintenance request.

If a carbon monoxide alarm sounds, leave the property immediately and contact emergency services. Do not assume the alarm is simply malfunctioning.

18. Moisture, Condensation & Mold Prevention

Controlling excess moisture is an important part of maintaining a healthy home and preventing property damage.

Residents should:

• Use bathroom exhaust fans while showering and afterward.

• Use kitchen ventilation when cooking.

• Keep HVAC supply and return vents clean and unobstructed. HVAC filters should be clean at all times.

• Avoid leaving exterior doors and windows open while the heating or cooling system is operating.

• Clean up spills and minor condensation promptly.

• Avoid storing wet clothing or other damp materials in enclosed spaces.

• Report recurring condensation, water stains, leaks, unusual odors, or suspected microbial growth.

Do not paint over, conceal, or attempt extensive cleaning of suspected microbial growth.

If you notice visible growth or ongoing moisture concerns, submit a maintenance request with photographs so the issue can be evaluated.

19. Pest Control

Residents are responsible for taking reasonable preventative measures to minimize pest activity in the home.

To help prevent pest problems:

• Keep food properly stored in sealed containers.

• Remove trash regularly and keep trash receptacles closed.

• Clean up food spills and crumbs promptly.

• Avoid leaving dirty dishes or food out overnight.

• Eliminate standing water and report any leaks.

• Keep doors and windows closed or properly screened.

• Maintain a clean and sanitary living environment.

If you notice pest activity, including roaches, ants, rodents, fleas, or bed bugs, please notify Flagship Realty Group promptly through your resident portal.

Fleas and bed bugs should be reported immediately, as these pests can spread quickly and require professional treatment. 

Residents may be responsible for pest-control costs when an infestation results from resident actions, negligence, or other circumstances for which the resident is responsible under the lease and applicable law.

Please do not arrange professional pest treatments or apply extensive chemical treatments without first contacting management.

20. Fireplaces & Chimneys

Fireplaces should only be used if they are approved for operation and properly maintained.

Before using a fireplace:

• Confirm that fireplace use is permitted at your property.

• Follow any property-specific requirements regarding inspections and cleaning.

• Never burn trash, treated wood, or other inappropriate materials.

• Keep flammable objects away from the fireplace.

• Never leave an active fire unattended.

Where the lease requires resident-arranged chimney inspections or cleaning, residents must use qualified professionals and retain the required documentation.

Do not attempt to repair gas fireplace components or relight a pilot unless specifically authorized and provided with appropriate instructions.

Report unusual odors, smoke entering the home, or visible damage before using the fireplace again.

21. Yard & Exterior Maintenance

Unless otherwise specified in the lease, residents are responsible for routine yard maintenance.

This may include:

• Regular mowing during the growing season

• Weed eating and edging

• Removing leaves and yard debris

• Maintaining shrubs and bushes within the scope of the lease

• Keeping outdoor areas free of trash

• Removing snow or ice where required by the lease

Residents should not make significant landscaping changes, install garden beds, remove trees, or alter exterior features without written permission.

If yard maintenance is not completed as required by the lease, management may arrange service and assess applicable charges.

Exterior Drainage

Keep accessible surface drains and drainage areas free of loose trash and debris when safe to do so.

Report standing water near the foundation, overflowing gutters, significant erosion, or drainage issues that may affect the property.

Do not climb onto roofs, use ladders to clean gutters, or attempt exterior repairs.

22. Internet, Cable & Television

Internet, cable, and television service issues should be reported directly to your service provider.

Before submitting a maintenance request:

• Restart your modem or router according to your provider's instructions.

• Check for outages in your area.

• Verify that your equipment is connected properly.

• Contact your service provider for additional troubleshooting.

If your provider identifies a problem involving the property's wiring or infrastructure that requires owner involvement, submit a maintenance request with the technician's findings.

23. Resident Maintenance Responsibilities

Residents are expected to maintain the property in accordance with their lease and promptly report conditions requiring attention.

Common resident responsibilities may include:

• Replacing standard light bulbs

• Replacing/cleaning applicable HVAC filters

• Replacing smoke and carbon monoxide detector batteries

• Replacing refrigerator water filters

• Keeping appliances reasonably clean

• Preventing avoidable drain and disposal blockages

• Maintaining the yard when required by the lease

• Reporting leaks, damage, and maintenance concerns promptly

• Using appliances, fixtures, and equipment according to their intended purpose

Residents may be responsible for repair costs resulting from misuse, negligence, damage, or other circumstances specified in the lease and permitted by applicable law.

Normal wear and tear and repairs that are the property owner's legal responsibility are handled separately.

24. Submitting a Maintenance Request

If troubleshooting does not resolve your issue, submit a maintenance request through your resident portal.

To help us address the issue efficiently, please include:

1. A clear description of the problem

2. The location of the issue within the property

3. When the problem began

4. Any troubleshooting steps you have already completed

5. Photos or videos, when available

6. Whether the issue is causing active damage or creating a safety concern

Please provide accurate contact information and respond promptly to scheduling communications.

Residents must provide authorized access for scheduled maintenance appointments in accordance with the lease and applicable law.

If an appointment is missed because the resident fails to provide agreed-upon access, applicable missed-appointment charges may apply.

For emergencies, contact our emergency maintenance line rather than relying solely on a routine portal submission.

Thank you for helping us keep your home safe, comfortable, and properly maintained.

Flagship Realty Group

This guide provides general troubleshooting information and does not replace your lease, property-specific instructions, or applicable law. If any instruction conflicts with your lease or applicable legal requirements, those requirements control.

Summarize this content with AI: