How to Submit a Work Order

A white work van parked next to a green, summer park

At some point during your stay on JBER, something will break. Our maintenance team is here to help answer your questions and fix any issues you may have in your home! Maintenance requests should be submitted directly to us.

SUBMISSION METHODS

Online

Visit our web portal to submit request (and photos) of non-emergency maintenance requests. Photos of the issue help us fix the issue properly the first time, so when you are able, please submit these!

Submit a Maintenance Request

By Phone

Call (907) 753-1091 to report both maintenance emergencies and less pressing issues with your home.

MAINTENANCE CATEGORIES

We group resident-generated maintenance requests into two categories.

Emergency

These work orders are responded to by one of our dedicated emergency technicians. They are not scheduled out, and are prioritized and resolved in real time.

Criteria: Emergencies can be anything from lock outs to burst pipes. For a comprehensive list of items that qualify as emergencies, please view our Work Order Request flyer.

Submission Method: Emergencies must be phoned in. Our maintenance line is open 24/7. (907) 753-1091

What to Expect (After Hours)? An answering service associate will record your maintenance request and send it to an emergency technician. The emergency technician will then make contact with you within an hour to get a better understanding of the problem, assist with troubleshooting, and provide you with an estimated time frame for response. Upon arrival, the technician will end the emergency. In many cases, there will still be a need for follow up work, which will be scheduled during business hours.

What to Expect (Business Hours)? A team member will record your maintenance request, assist with troubleshooting, and then send it to an emergency technician. The emergency technician will make contact with you when they are en route to your home. Upon arrival, the technician will end the emergency. In many cases, there will still be a need for follow up work, which will be scheduled during business hours.

Routine

These work orders are scheduled out to be performed by one of our maintenance technicians.

Criteria: Routines can be anything from a broken shelf in a fridge to a pesky slow drip from a faucet. For a comprehensive list of items that qualify as routine work orders, please view our Work Order Request flyer.

Submission Method: Routines may be phoned in during business hours or submitted through our online maintenance portal. Our maintenance line number is (907) 753-1091.

What to Expect (Call in)? A team member will record your maintenance request, assist with troubleshooting, and then schedule an appointment if necessary. (Under certain situations, your information may be passed on to a specialist to provide assistance to a unique problem)  Our appointment windows are split into AM or PM. We are unable to provide specific times, however technicians will call prior to arrival. If you are unable to be home during an appointment block, you have the option to grant permission to enter (PTE). When PTE is granted, our technician will enter your home so long as a) pets are kenneled and b) minors are not present. The technician will assess the situation and perform maintenance. If a specific part must be ordered, a contractor’s services are required, or if further follow up is needed, the technician will leave a door hanger detailing the course of action.

What to Expect (Website Submission)? A team member will contact you by phone to get further details on your maintenance request, assist with troubleshooting, and then schedule an appointment if necessary.  Our appointment windows are split into AM or PM. We are unable to provide specific times, however technicians will call prior to arrival. If you are unable to be home during an appointment block, you have the option to grant permission to enter (PTE). When PTE is granted, our technician will enter your home so long as a) pets are kenneled and b) minors are not present. The technician will assess the situation and perform maintenance. If a specific part must be ordered, a contractor’s services are required, or if further follow up is needed, the technician will leave a door hanger detailing the course of action.

*Under certain situations, your information may be passed on directly to a case manager or contractor to provide assistance to a unique problem. This case manager or contractor will contact you directly to set up an appointment.

Minor Issues

There always has to be a line between what we as the housing provider and you as the resident are responsible for. Many minor issues, such as changing burnt out light bulbs or batteries in smoke/CO detectors, are the responsibility of the resident. The good news is that we offer Self Help Centers stocked with items such as bulbs and batteries to assist your with these tasks.

Learn about the Self Help Centers