Maintenance Priorities
Everything isn't an emergency. We have established five categories of maintenance priorities and a target response time for each of them. Your requests will be handled in the order that they are submitted with the following response times as guidelines.

Category I: Emergency Maintenance
Emergency defined: Anything relating to the property under the lease that is threatening to life, health, or the property. Fire (please call 911), flood, sewage back-ups, gas odors (please call gas company), broken water pipes, tree falling on house. Target: 5 to 8 hours
Note: during peak seasonal months, target response times for heat and air may be subject to delays due to contractor overload.

The Following are NOT Emergencies
Refrigerator out, locking yourself out of the house, power or gas off, A/C out and the property has two A/C units (or temperature under 85 degrees), heat out and the property has two furnaces (or temperature over 45 degrees), oven not working, water heater out. These issues may be inconvenient, uncomfortable, and aggravating, but they are not emergencies. Your Intown Home is not liable for loss of food caused by appliance break down or for damaged belongings due to water leaks. Please make sure that you have adequate renter’s insurance to cover unforeseen personal losses.

Category II: Urgent Maintenance
Broken windows, plumbing repairs, loose railings, wobbly decks, electrical problems. Target: 2-4 business day service

Category III: Normal Maintenance
Appliance repair, garage repairs, leaky faucets. Target: 4-8 business day service

Category IV: Discretionary Maintenance
Fence repair, gutter cleaning. Target: 30 day service

Category V: Not a Habitability Issue
Screens; broken lattice; power washing; broken window shade; broken tree limb; missing door stopper; missing door knob; all light bulbs including stove, chandelier, and refrigerator; and fireplace gas keys. Target: Point these items out during next property visit or bring up at lease renewal time. These items may not be approved for repair by the owner.

254 N. Highland Ave., N.E., Suite 230-254, Atlanta, GA 30307