NEED HELP?
Things don’t always go as planned. Hawthorne Oakmont is here to help whenever you have an issue with your home, or need to repair an item that you may be responsible for. Our Maintenance Call Center Team is available to help walk you through simple repairs, and quick fixes. If you’re unsure if you’re responsible for a particular item, please read below.
Before submitting a service request through our resident portal, please read:
We’re happy to assist with your service request, as maintaining your home in a safe, functional manner is very important to us. Please understand that although we want to accommodate your service request, many small issues around your home, as well as damage caused by neglect or misuse, may be your responsibility as a resident. If a technician is dispatched to address an issue found to be a resident responsibility, it may result in a chargeback to your account of a $75 trip charge plus $60 per additional hour.
Emergencies
If you are experiencing any of the following, call our maintenance call center immediately. We have a 24-hour emergency maintenance response team on stand-by to assist.
Plumbing
- Burst or leaking pipe(s) of any water supply valve or line, spigot, or showerhead causing flooding to the premises.
- Burst or leaking pipe(s) of hot water tank system causing flooding or loss of hot water for more than 12 hours at the premises.
- Burst or leaking pipe(s) and or non-functioning of water softener tank system causing flood or creating non-potable water issues to the premises.
- Burst or leaking pipe(s) and or non-functioning main water well system causing flood or non-potable water issues to the premises.
- Burst or leaking pipe(s) or clog of any part of the main drain system causing an overflow of sewage to flood into the premises.
- Demote Clogged toilets
- Clogged Toilet: This is considered an emergency If home has only one toilet and you were unable to remove clog.
Electrical
- Complete power failure within the home causing blackout.
- Fires or sparks
Securing Property
- Security damage caused to external doors, locks, and windows that render the property insecure.
Gas
- Any reported Internal or external gas leaks on the property as the result of smell or damaged gas appliances or leaking gas pipe lines.
Structural
- Serious storm or fire damage causes damage to the structure or roof leak.
- Tree fell on home.
- Deck damage causing swaying or potential collapse.
- Visible sub-floor damage that could cause a flooring collapse.
- Discoloration reported greater than 1 square feet.
Our Responsibilities
Please allow 3-5 days for technician to repair
- Structural soundness of the premises
- Pool
- Roof repairs
- Foundation
- HVAC
- Electrical
- Plumbing
- Water Heater
- Appliances
- Refrigerator
- Stove
- Dishwasher
- Disposal
- Garage door unless damaged by tenants
Your Responsibilities
You will be responsible for the general upkeep of the property, while minimizing dangerous conditions at the home.
Pest Control
- Tenants are responsible for pest control which includes insects, mice, rats, raccoons and other common household pests. Hawthorne Oakmont recommends yearly pest control. Service fees for Hawthorne Oakmont pest removal run $450 to $750.
- Tenants should schedule routine pest control visits to minimize pest issues
Landscaping
- Cut and maintain grass
- Replace sprinkler heads and above ground irrigation
Preventative Maintenance
- Supply and change heating/air filters once a month
- Supply and replace all light bulbs
- Supply and replace batteries for smoke and carbon monoxide alarms (How often?)
Plumbing
- Repair/Unclog drains and toilets (except when caused by roots or breakdown not caused by resident)
Winterization
- Maintain minimum levels of heat to prevent freezing of water pipes and outdoor spigots
- Wrapping of outside water main in winter
- Removal of snow/ice
- Weather strip doors and windows as needed to prevent drafts
- When outside temperatures drop below 32 degrees Fahrenheit, turn heat to “on” position with a minimum of 60 degrees Fahrenheit.
Miscellaneous
- Key replacement