Residents Maintenance
Something broken?
We'll get it fixed.
Submit a work order through the resident portal and a real person from your community team will respond — usually within one business day.
If it's an emergency, don't use the form.
Water leaks, no heat in winter, electrical hazards, or anything unsafe — call us right away at (585) 924-1571. After hours, call the same number and follow the prompts.
How a work order moves
From submitted
to resolved.
- 01
Submit in the portal.
Describe what's wrong, where in the home it is, and (if you can) attach a photo. Mark whether it's safe to enter when you're not home.
- 02
Triage within one business day.
Your community manager reviews the request and dispatches our in-house mechanics — or a vetted local pro if it's outside our scope.
- 03
Visit scheduled with you.
We coordinate the appointment by text or email. You'll know who's coming and when before they show up.
- 04
Closed out, with notes.
Once the work is done, the order is closed in your portal with notes on what was fixed. If something isn't right, reopen the ticket and we'll come back.
What to include
A good work order gets a fast fix.
-
A short description of the problem and where in the home.
-
A photo or short video — way faster than describing it.
-
When it started, and whether it's getting worse.
-
Permission to enter, and any pets we should know about.