Have you tried to fix the issue yourself, read through all the articles, watched the videos and the issue is still not resolved? You may need to submit a maintenance request. See below for instructions, expectations, and guidelines.
Updated Maintenance Request Protocol
For Emergency Tickets
A maintenance emergency is something that if it isn’t repaired immediately could cause injury, threaten your health, or cause serious property damage. These things would include but not be limited to the following:
- A broken waterline or flooding
- Fire (Call 911 First)
- Broken gas line or gas leak
- Broken lock on your front door which will preclude you from being able to secure the property
- No air conditioning in extremely hot weather
- No heat in freezing weather
- Sewer back-up if it is flooding your home
- Roof leak that is causing major damage or flooding within the home, not a minor roof leak
Work Orders should be submitted through Mason, your maintenance request system, using one of the following methods:
- Online: Link to Mason
- Text: Mason at (317-648-1889)
- Phone: Call Up&Up customer service (855-908-0600) and follow the prompts for your city, then press 2 for maintenance.
- For after hours emergencies (outside of 9am-6pm ET): Please submit using any of the above methods.
For Non-Urgent Tickets
Not every maintenance issue is an emergency, and would be dangerous to catalog as such at risk of delaying assistance to the emergencies listed above.
Below is a list of items that are not considered emergencies but are still maintenance issues and will be attended to however, not on an emergency basis:
- A broken air conditioner when the temperature outside is below 90 degrees
- A broken heater when the temperature outside is above 50 degrees
- Your ice maker stopped working
- Your stove is not heating up
- No hot water
- Light bulb burnt out
- Toilet bar or towel bar has broken or fallen off of the wall
- Kitchen cabinet door has broken
- Refrigerator has stopped working
- Window will not close all the way
- Garage door opener not working
- Broken toilet when there is more than one toilet in the apartment
- Sink not working when there is more than one sink in the apartment
- Minor moisture in a wall or on a floor that is not causing flooding
In the event that your maintenance item is not an emergency you can still request a work order for maintenance, and these will be handled during normal business hours or on the next business day if after hours. Please be aware and patient that these non-emergency items will be attended to after ensuring the safety of our tenants in emergency situations.
Up&Up will do its best to coordinate vendors and take care of all maintenance request items as soon as possible but on a priority basis.
Submitting a Maintenance Ticket
1. Identify your issue and check responsibility.
Make sure to take pictures or videos to give better context to your issue. You can and should submit tenant responsible items into the portal if you're unable to fix the issue, but it is recommended for you to prepare for a maintenance chargeback.
2. Submit your work order to Mason.
- Online: Link to Mason
- Text: (317-648-1889)
- Phone: Call Up&Up customer service (855-908-0600), follow the prompt for your location, then press 2 to reach maintenance.
When submitting a request, please provide as much detail as possible including your pictures, descriptions, etc. The more context, the better, and the faster we will be able to assess the situation.
3. Troubleshoot with Mason
Mason will help you trouble shoot the issue to attempt to resolve prior to dispatching a vendor. Please work with Mason to complete any troubleshooting steps needed.
3. Wait for your ticket to be dispatched to a vendor.
If the trouble shooting steps do not work, Up&Up's maintenance team will dispatch a vendor.
4. Submit your availability.
The vendor will not come out until you submit your availability through Mason. and an appointment is scheduled.
6. Follow Up and Provide Your Feedback.
We greatly welcome feedback! It's extremely important for our tenants to provide your feedback to Mason, and NOT to Up&Up customer service. This ensures we're able to contact our vendors to finish the work and provide us data on what vendors we should continue to work with.
Expectations
It is our priority to ensure your home is clean, safe, and functional. We always recommend fixing issues by yourself to maximize your wallet or avoid maintenance chargebacks. However, you can and should submit maintenance issues if you're unable to fix yourself to prevent the issue from becoming worse.
Our system only gets better if you receive feedback. Please be sure to submit feedback, report that a work order is not complete, etc whenever prompted by Mason to avoid having your ticket closed out.
We appreciate any feedback you have on maintenance work orders, as we use this information to only work with the most trusted vendors and improve our processes. There may be a slight delay in your work orders progress as we are prioritizing emergency repairs or assisting other tenants. Please check back in with us if your work order hasn't progressed in more than 3 days.
Maintenance Chargebacks
We encourage you to take a look at our tenant responsible maintenance items page so you are aware and informed of what you are responsible for.
You can go to "When do I get charged directly for my maintenance requests?" to learn more about the process.