Maintenance FAQ

Answers to your frequently asked questions

At Legacy Property Management, we provide 24/7 maintenance coordination to ensure your home is properly maintained while protecting both residents and property owners.

To help ensure fast and efficient service, please review the guidelines below before submitting a request.

• What is considered a maintenance emergency?

  An emergency is any issue that poses an immediate risk to health, safety, or significant property damage.

  Examples include:

  • Active water leak or flooding
  • Gas smell
  • Fire or electrical hazard
  • Sewage backup
  • No heat in extreme weather

  What to do:

  1. Call 911 if necessary.
  2. Take immediate steps to prevent further damage (shut off water/gas if safe).
  3. Call our Emergency Maintenance Hotline: 888.924.8952

• What is the emergency maintenance phone number?

  888.924.8952 (This number is to be used outside of normal business hours (8:30am - 5:00pm PST) and on weekends and holidays).

• When do I use the emergency maintenance phone number?

  This number is to be used outside of normal business hours (8:30am - 5:00pm PST) and on weekends and holidays

• Will I be reimbursed or receive credits if I handle repairs or upgrades myself?

  No - tenants are not to make repairs themselves or hire their own vendors to complete work at the home. Doing so will result in a potential lease violation and you may be responsible for work to restore the property to its previous condition.

• How do I submit a maintenance request?

  All requests must be submitted through your Tenant Portal.

  • Select the maintenance tab in your portal menu.
  • Click the green maintenance request button in the upper corner

  Include:

  • Detailed description
  • When the issue started
  • Photos/videos (strongly recommended)

  Incomplete requests may delay service

  If this is an emergency and outside of normal business hours call 888.924.8952.

• How quickly will repairs be handled?

  We prioritize repairs based on severity:

  • Emergency: Immediate response
  • Urgent: 24–72 hours
  • Routine: 3–5 business days

  Timelines may vary based on vendor availability, parts, and access.

• Do I need to be home for maintenance?

  Yes, unless otherwise arranged with the maintenance coordinator assigned to your request. Failure to provide access may result in trip charges and delays.

• Who is responsible for maintenance costs?

  Owner Responsibility

  • Normal wear and tear
  • Mechanical/system failures
  • Structural issues
  • Habitability-related repairs not caused by negligence (as required by California law)

  Tenant Responsibility

  • Damage caused by misuse, negligence, or guests
  • Clogged drains (dependent on cause of clog)
  • Failure to perform basic upkeep
  • Failure to troubleshoot - resetting disposals, flipping circuit breakers, resetting GFCI’s etc.
  • Preventable maintenance issues

  If a vendor determines the issue is tenant-caused, charges will be billed to the tenant.

• Who is responsible for pest control?

  Typically you are provided a courtesy pest control service if needed in the first 30 days of your tenancy only. Some owners do choose to have an ongoing service - if unsure, you can find this outlined in your lease agreement if a service is provided.

  Read More

• Air Conditioner/Heater Not Working Properly?

  First Step:

  • Replace HVAC filter and Furnace Filter

  Lack of filter changes is one of the most common causes of HVAC issues and may result in tenant charges.

  Second Step

  • Check your circuit breaker
  • Check your thermostat batteries

  If this troubleshooting does not resolved you issue create a service request.

• Having Power or Electrical Issues?

  Check circuit breaker panel

  Reset GFCI outlets (kitchen, bathroom, garage)

  If this troubleshooting does not resolved you issue create a service request.

• Experiencing a Plumbing Clog?

  • Try plunging the affected fixture.
  • Do NOT use excessive chemicals.

  Important:

  Single drain clog → typically tenant responsibility

  Multiple drains backing up → submit request immediately

• Garbage Disposal Humming?

  • Press reset button on bottom of disposal.
  • Unplug and ensure the power switch is in off position to check the disposal for foreign objects. Do NOT reach into a disposal when it is plugged in.
  • Use an allen wrench on the bottom of disposal to clear jam.

  Do not put grease, bones, or fibrous foods down disposal.

  If this troubleshooting does not resolved you issue create a service request

• Experiencing No Hot Water?

  • Check pilot light (gas units)
  • Check circuit breaker (electric units)

  If leaking:

  • Shut off water immediately.
  • Submit maintenance request.

• Having Garage Door Issues?

  • Replace remote batteries
  • Check sensor alignment

  If door is off track or damaged → stop use and report immediately.

• Smoke / CO Detectors Chirping?

  • Replace batteries if chirping.
  • Report if the unit is malfunctioning or expired.