MAINTENANCE PROCESS

Below is the flow in which we process maintenance requests:

Fill out an online request - In order to provide visibility to our team, we require all tenants to complete an on-line maintenance request using the Rent Redi App. Please be as descriptive as possible and include a video if beneficial. If you are unable to use the Rent Redi app please email us at info@rent-springfield.com and include "Maintenance Request" in the subject line.
Appointments - Some requests can be facilitated by an appointment. Others will take place at any time deemed appropriate by the Ridgewood Group. It should be known, by Ohio Law, when you fill out a request, you are giving the Ridgewood Group full authorization to enter the property as necessary to access and remediate the issue. For lesser issues, if deemed necessary by the Ridgewood Group, we will work to contact you and set a time to meet with you at the unit.
Emergencies - Some items are legitimate emergencies (see below). In these cases we will react as quickly as possible and within reason. Please contact the local safety authorities prior to contacting us for public safety concerns (Fire, Break in, etc.)
Time line - many items will require several site visits to remediate. We work to limit our impact to your time and inconvenience.

A true emergency is something that threatens your physical being or the structure of the apartment, below is things we consider an emergency:

Severe water or running water causing damage. (Try to shut the water off if it is safe to do so)
Fire (Call the fire department first, then contact us)
No heat (and the temperature below 32 degrees)
Break in (ie: burglary, robbery) first call the police, then contact us.
No electric in all of apartment (If electric is out to refrigerator for some time and you suffer food loss, your rental insurance should cover the damage).

If you have any of the problems listed above, please submit a maintenance request and indicate it is an emergency by selecting the appropriate field. It is imperative that you provide a reachable phone number so that one of our maintenance professionals can contact you if needed.

Items that are NOT typically treated as an emergency:

Air conditioning failure
Changing the battery in a thermostat
Stopped or clogged sink, laundry, or floor drains
Outlet failure
Battery replacement in smoke detectors or keypad locks (tenant responsibility items)
Light bulbs
Hot water concerns
Ants or other pests
Lockout- We allow our tenants to duplicate the keys to our properties. We also provide electronic deadbolts at most of our properties. Therefore it is the tenant's responsibility to handle all lockout situations. Lockouts can be avoided by using the tlectronic deadbolt, or by accessing a duplicated key. It is the tenant's responsibility to keep fresh batteries in the electronic deadbolt (if provided)

Items that are NOT the responsibility of the Ridgewood Group:

Public utility outages or maintenance activities
Terms and relationships with your roommates or significant others
Neighbor or neighborhood relations

Additional notes:

Please be as descriptive as possible in relaying your maintenance need. The more effectively you communicate, the more efficiently we are able to remedy the issue
Not all items are emergencies. The great majority of maintenance items are able to be addressed during the reqular working hours of a week day.
Lead times to contact you back are typically longer over nights and weekends.
Please return calls from our service professionals. In most cases they will not come to address an issue if you are unable to be contacted.
Please remove personal effects from areas requiring maintenance. We cannot be responsible for damage incurred to personal effects during a maintenance activity.
Pets must be restrained during our visits
Children must be kept at a safe distance while we are working on site.
You will be charged for missed appointments. This includes unsuccessful maintenance attempts due to unrestrained family pets.