Understanding the Maintenance Process

At Byrd Property Management, we work hard to make sure maintenance issues are handled efficiently and professionally. To help things go as smoothly as possible, here’s a quick overview of how our process works, what you can expect, and how you can help keep things moving.

Step 1: Submit a Maintenance Request in the Portal

All maintenance requests must be submitted through the resident portal. If we get a phone call on the main line, a random email or text message, that message will get overlooked or lost. A request from the tenant portal creates a work request in our system that requires a response before it can be closed.

When submitting your request:

• Be detailed – The more information you provide, the faster we can help.
• Include photos or videos – These are extremely helpful in showing the issue clearly and avoiding delays.

Step 2: Triage (1–3 business days)

Once we receive your request, our team will:

• Review the details 
• Determine what kind of vendor is needed (plumber, electrician, handyman, etc.) 
• Reach out for an estimate from that vendor 

If the request doesn’t have enough detail, we may reach out to you with questions. This step helps us figure out who needs to go out and what it might cost.

Step 3: Owner Approval (1–5+ business days)

After getting an estimate, we need to send it to the property owner for approval before any work can be scheduled.

• Timeframes can vary significantly depending on how complex the request is and how quickly the owner responds. 
• No work can be scheduled until this approval is received. 

Step 4: Scheduling with the Vendor (1–5+ business days)

Once approved, we assign the vendor to the job, and they are given your contact information.

• The vendor will contact you directly using the information on file (in the Resident Portal) to schedule the work. 
• If the vendor cannot reach you, this will delay the repair — so please respond promptly to calls or texts.

Important: Our vendors do not have keys to your home. It is your responsibility to either:

• Be home at the scheduled time to let them in, or

• Provide clear, advance instructions on how the vendor can access the property (such as a lockbox code or hidden key location).

In some cases, newer tenants may have received a lockbox from us to assist with this. Others may use their own lockbox or another method to ensure access.

If you confirm an appointment but the vendor cannot access the property due to no one being home or unclear instructions, you may be charged a trip fee (typically around $150).

If you need to reschedule, you must do so directly with the vendor and provide at least 24 hours’ notice to avoid a trip fee.

Step 5: Work Completion

Due to cost approval requirements, the vendor will complete only the approved work that was listed in your original request.

• If additional repairs are needed, a new request must be submitted and the process starts over. 
• To save time and avoid multiple trips, please list all issues in one request if possible (assuming that all requests are similar). If requests are larger or require separate vendors (for example, HVAC tech vs plumber), please create separate requests accordingly.  

Frequently Asked Questions

Q: How Long Will It Take?

A: We understand that everyone wants repairs completed quickly, but timing depends on several factors:

• How detailed your request is 
• How quickly we receive responses from the owner and from you 
• Vendor availability

Non-emergency repairs typically take 4–14 days from submission to completion, but delays can occur if any step is held up or if the repair is costly or complex.

Q: Can I make the repair myself or hire my own contractor to fix an issue?

A: No. For liability and insurance reasons, residents are not permitted to perform repairs themselves or hire outside contractors, friends, or handymen to do so. All maintenance must go through our approved vendors. Since this is not your property, any unauthorized work—no matter how well-intentioned—can create bigger problems and may violate your lease. If you perform unauthorized repairs, you could be held financially responsible for any resulting damage or additional repair costs. Always submit a request through the resident portal so we can coordinate the proper fix.

Q: What is considered an emergency maintenance issue?

A: Emergency maintenance issues are problems that pose an immediate risk to health, safety, or property and require urgent attention. Examples include:

• No heat in the winter (especially when temperatures are below 60°F)
• No air conditioning in the summer (when temperatures are above 85°F)
• Burst pipes or major water leaks
• Sewer backups or flooding
• Gas leaks or the smell of gas
• Electrical issues that pose a fire risk or cause power loss to essential areas
• Fire or smoke damage (after calling 911)
• Anything that makes the home uninhabitable or presents an immediate safety hazard

If you’re unsure whether something qualifies as an emergency, submit the request in the portal and call or text our maintenance line at (804) 999-4544 so we can evaluate it quickly. Non-urgent issues will be handled during normal business hours.

Emergencies are prioritized and usually handled within 24 hours.

Need an Update?

You can track progress in the resident portal, but if you need more detailed info, feel free to call or text our maintenance line at (804) 999-4544. Please do not call or text us for new work requests. All requests must be submitted through the Portal.

Thanks for your patience as we work with owners, vendors, and residents to make sure repairs are handled properly and safely.