MAINTENANCE TROUBLESHOOTING GUIDE
Quick Fixes For Common Rental Issues
We recognize that a well-maintained home plays a vital role in your comfort and overall living experience. To help resolve minor issues quickly and efficiently, we encourage you to review this troubleshooting guide before submitting a request. These tips cover common concerns and may provide immediate solutions. However, if further assistance is needed, our team is always ready to help. Your safety, satisfaction, and peace of mind are our top priorities.
Know The Difference: Emergency vs Non-Emergency
At Ivy Property Group, we aim to provide prompt and efficient maintenance services to ensure your comfort and safety. It is essential to understand the difference between emergency and non-emergency (routine) maintenance requests to help us address your needs effectively.
An emergency maintenance request involves an urgent issue that poses an immediate risk to the property and requires prompt action.
Examples of Emergency Maintenance:
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Fire or Smoke: Call 911 immediately, ensure your safety, and then notify your property manager.
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Gas Leak: If you smell gas, leave the premises, contact your gas provider, and then inform your property manager.
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Flood or Major Water Leak: Shut off the water source if possible and contact your property manager right away.
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No Heat or AC In Extreme Temperatures: If outside temperatures are dangerously high or low and your HVAC system isn't working, contact your property manager immediately for emergency assistance.
How to Request Emergency Maintenance: For Emergency Maintenance, call your property manager at the cell phone number first. Then submit a request on your tenant portal so we have a written record (this also notifies your property manager's backup if your property manager is out). If you cannot reach your property manager within a few hours, please call our office at (704) 999-3366 and a staff member will direct your call accordingly.
Table of Contents
Click on any section below to jump straight to tips and instructions for that category.
Smoke & CO2 detectors, doors, windows, and locks
Oven, fridge, washer/dryer, dishwasher, garbage disposal
Breakers, outlets, GFCI, humming or burning smells
Heating, cooling, thermostat, weak airflow
Toilets, sinks, drains, water pressure, hot water, septic
Garage doors, pest control, mildew, fireplaces
Safety
Smoke & Carbon Monoxide Detectors
Your smoke and carbon monoxide (CO) detectors are essential for safety, and they must remain in working condition at all times. If you experience issues, try these troubleshooting steps before submitting a maintenance request:
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Chirping or Beeping Sounds: This usually indicates a low battery. Replace the battery and see if the issue resolves. If the unit is hardwired, try resetting it by pressing the test/reset button.
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Frequent False Alarms: Dust or debris can trigger false alarms. Gently clean the detector with a soft cloth or vacuum attachment. Ensure it is not located too close to kitchens or bathrooms where steam and cooking fumes may interfere.
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No Response to the Test Button: Press and hold the test button for a few seconds. If there is no sound, replace the battery. If the detector is hardwired and still unresponsive, check the circuit breaker.
If the detector continues to malfunction after these steps, please submit a maintenance request.
Never disable or remove a smoke or CO detector. It is required by law that the detector be in place and functional at all times.
Doors, Windows & Locks
Keeping your doors, windows, and locks in good working order is essential for security and comfort. If you encounter any issues, try these troubleshooting steps before requesting maintenance:
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Door Won’t Latch or Close Properly
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Check for any obstructions in the door frame and ensure the hinges are tight. If the door sticks, applying lubricant to the hinges may help.
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Lock is Sticking or Difficult to Turn
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Try applying a graphite lubricant or a small amount of WD-40 to the keyhole. Avoid using excessive force, as this may damage the lock.
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Window Won’t Open or Close
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Dirt and debris can build up in window tracks. Clean the track with a damp cloth and apply a silicone-based lubricant if needed. If the window is painted shut, carefully run a utility knife along the edges to loosen it.
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Drafty Doors or Windows
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Check for gaps around the edges. If you feel a draft, make sure the weatherstripping is intact. If it’s missing or damaged, submit a maintenance request.
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If you experience a broken lock, jammed door, or window that won’t secure, contact your property manager immediately for assistance to ensure your safety.
Appliances
Keeping your appliances in working order is important for your daily convenience. If you experience issues with any of the following, try these troubleshooting steps before submitting a maintenance request:
Oven/Gas Range
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Burners Won’t Light (Gas Stove)
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Ensure the burner cap is properly aligned and clean. Try lighting another burner to check if the gas is flowing. If none work, check the gas supply valve.
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Oven Not Heating Properly
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Verify the temperature settings and preheat the oven. If electric, check that it’s plugged in. If gas, ensure the pilot light or igniter is functioning.
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Dishwasher
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Not Draining Properly
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Remove any food debris from the drain filter at the bottom of the dishwasher. Run a cycle with vinegar to help clear clogs.
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Dishes Not Coming Out Clean
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Ensure the spray arms are not blocked, and use the correct detergent. Hard water buildup can be treated with a dishwasher cleaner.
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Fridge
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Not Cooling Properly
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Ensure the temperature is set correctly and the vents inside are not blocked by food. Vacuum the condenser coils to improve efficiency.
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Leaking Water
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Check if the drain hole is clogged with debris or ice. If it’s a water line issue, ensure the connection to the water dispenser/ice maker is secure.
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Dirty Coils
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Check to see if the condenser coils are dirty. Dirty coils will increase your electricity bills and impact the cooling of your food.
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Dryer
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Not Drying Clothes
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Clean the lint trap before every use. Check that the dryer vent is not obstructed. Ensure the load size is not too large, as this can impact drying efficiency.
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Not Turning On
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Confirm the power cord is securely plugged in and check the breaker. If the dryer has a reset button, press it.
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Washer
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Not Draining or Spinning
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Make sure the lid is fully closed, as some models will not operate if not properly latched. Check for unbalanced loads and redistribute clothes evenly.
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Leaking Water
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Inspect the hoses at the back for any loose connections or leaks. If you are using hoses that have been used previously, the hose washers may not function properly and you will need to replace the hoses. Washer hoses should be replaced every five years. Also ensure the detergent is not causing excessive suds.
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Garbage Disposal
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Not Turning On
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Press the reset button located at the bottom of the unit. If still unresponsive, check the breaker switch.
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Clogged or Jammed
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Never put fibrous foods, grease, or large items down the disposal. Try using an Allen wrench in the bottom slot to manually turn the blades and free any obstruction.
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If any of these issues persist after troubleshooting, please submit a maintenance request for further assistance.
Electrical
No Power
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If power is out in part or all of your home, check your circuit breaker panel. A tripped breaker will be in a neutral or off position—flip it fully off, then back on.
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If a breaker continues to trip repeatedly, unplug any high-powered appliances from that circuit and try again. If the issue persists, submit a maintenance request.
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If power is out in your entire home, check with your utility provider to see if there’s an outage in the area.
Outlets Not Working
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Some outlets are connected to a GFCI (Ground Fault Circuit Interrupter) outlet, typically found in kitchens, bathrooms, and garages. If an outlet isn’t working, locate the nearest GFCI outlet and press the "RESET" button.
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If resetting the GFCI does not restore power, check the breaker panel for a tripped breaker.
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Avoid plugging in too many appliances on the same circuit, as this can cause an overload.
Faulty Wiring
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If lights flicker or outlets intermittently stop working, avoid using the affected area and submit a maintenance request.
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Do not attempt to repair or tamper with electrical wiring yourself, as this poses a serious safety risk.
Burning Smell or Sparks
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If you notice a burning smell, smoke, or see sparks coming from an outlet or switch, immediately unplug any connected devices and turn off the breaker for that area.
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Do not use the affected outlet or switch, and submit a maintenance request right away. If the smell is strong or there are visible flames, evacuate and call 911.
For any electrical issues beyond basic troubleshooting, always prioritize safety and submit a maintenance request.
HVAC
System Not Turning On
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Check that the thermostat is set to “Cool” for AC or “Heat” for heating, and ensure the temperature is set correctly.
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Make sure the thermostat has power. If it’s battery-operated, replace the batteries.
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Check your breaker panel for a tripped breaker and reset it if necessary.
Not Cooling
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Ensure the air filter is clean, as a dirty filter can restrict airflow and prevent cooling. Filters should be replaced regularly.
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Check that the thermostat is set to “Cool” and the temperature is lower than the current room temperature.
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Make sure all vents are open and unblocked to allow proper airflow.
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If the unit is running but not cooling, check for ice buildup on the coils. If ice is present, turn the system off and allow it to thaw before restarting.
Not Heating
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Confirm the thermostat is set to “Heat” and the temperature is set higher than the current room temperature.
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Check the air filter and replace it if it’s dirty, as clogged filters can prevent proper heating.
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If you have a gas furnace, make sure the gas supply valve is open. If you suspect the pilot light is out, do not attempt to relight it—submit a maintenance request.
Heat Pump Heating Tips
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Set it and forget it
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Heat pumps operate most efficiently when holding a steady temperature. Turning heat pumps down when you’re away or asleep may actually use more energy than leaving them on. The reason is that they have to work harder (often in emergency mode) to come back to the desired temperature than they do to maintain it. It’s best to set them at a comfortable temperature and forget it. Adjusting the temperature for short periods of time, such as overnight, will not save money with heat pumps.
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Avoid “Auto” mode
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In “Auto” mode, heat pumps maintain a constant temperature by alternating between the “Cool” and “Heat” modes. To avoid accidentally air conditioning on a mid-winter sunny day or perhaps when a wood stove is running, use “Heat” mode, not “Auto.” Likewise, to avoid accidentally heating on a cool summer night, use “Cool,” “Dry,” or “Fan” mode, not “Auto.”
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Keep your outdoor units clear
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Keep shrubs away from outdoor units and remove leaves that may become stuck in them, being careful not to bend the fins. Clear snow drifts away from outdoor units but don’t worry about snow and ice accumulating on them. Heat pumps automatically defrost.
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Weak Airflow
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Ensure all vents are open and unobstructed by furniture or curtains.
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Replace the air filter if it is dirty or clogged.
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If airflow is still weak, there may be an issue with the ductwork or blower motor—submit a maintenance request for further assistance.
If your HVAC system still isn’t working properly after troubleshooting, submit a maintenance request.
Please be sure to turn off your AC unit so it can thaw before a technician arrives. Often a unit is so frozen that the technician will not be able to service your unit and will have to come back later.
Plumbing
Water Issues
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No Hot Water
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Check that the water heater is powered on. If electric, verify the breaker hasn’t tripped. If gas, make sure the pilot light is lit—if it’s out, do not attempt to relight it; submit a maintenance request.
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Run the hot water for several minutes to see if it heats up. If multiple people have used hot water recently, the tank may need time to refill.
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If the water heater has a reset button, press it to see if that restores hot water.
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Low Water Pressure
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Check if the issue is affecting just one fixture or the whole house. If it’s one fixture, clean the aerator (the small screen on the faucet tip) to remove debris buildup.
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If multiple fixtures have low pressure, check that the main water valve is fully open.
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If you’re on a well system, pressure may fluctuate. Ensure the well pump breaker is on and there are no visible leaks.
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Toilet Issues
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Constantly Running Toilet
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A running toilet is often caused by a faulty flapper valve or a tangled chain inside the tank. Open the tank lid and check that the flapper fully seals after flushing.
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If the water level is too high, adjust the float to lower it.
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Water Puddling Around Toilet
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If you notice water around the base of the toilet, do not ignore it—this could be a sign of a leak.
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Check if the leak is coming from the tank, water supply line, or base. If it’s a small, slow leak, place a towel down and monitor it.
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If the leak persists, turn off the water supply line and submit a maintenance request.
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Clogged Toilet
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Use a plunger to create suction and push the clog through. Ensure you have a good seal and use firm, repeated plunges.
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Do not flush multiple times if the clog isn’t clearing, as this can cause overflow. Submit a maintenance request for assistance.
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How to Shut Off Water to the Toilet
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Locate the water shut-off valve behind or near the toilet at the base.
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Turn the valve clockwise until the water stops flowing.
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How to Stop an Overflowing Toilet
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Immediately reach into the back of the tank and lift up on the fill valve.
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Shut off the water supply using the shut-off valve (see above).
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Use a plunger to clear the blockage before turning the water back on.
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Preventing Toilet Clogs
To keep your plumbing system running smoothly and prevent costly repairs, only flush toilet paper and human waste. Flushing other items can cause serious clogs and damage to the pipes. Do not flush: wipes (even “flushable” ones), paper towels, feminine hygiene products, cotton balls, Q-tips, diapers, grease, food scraps, or medications. If it doesn’t dissolve like toilet paper, dispose of it in the trash to avoid plumbing issues.
Sink & Drain
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How to Shut Off Water to the Sink Faucet
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Locate the shut-off valves under the sink—there will be one for hot water and one for cold water.
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Turn the valves clockwise until the water stops flowing.
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Faucet / Hose Sprayer Issues
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If the water pressure is low, check the aerator (the small screen at the faucet tip) for debris or mineral buildup. Unscrew it and clean it with vinegar.
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If the hose sprayer isn’t working, ensure it’s not clogged. Try soaking the nozzle in vinegar to remove buildup.
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Slow Draining Sink or Bathtub
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Hair, soap scum, and debris can cause slow drainage. Remove any visible buildup near the drain.
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Pour a mixture of baking soda and vinegar down the drain, followed by hot water, to help break down minor clogs.
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Try a commercial clog remover like Draino.
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If the issue persists, avoid repeatedly using harsh chemical drain cleaners, as they can damage pipes.
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The owner is responsible for providing drains free of clogs at move in. If you have just moved in, please submit a maintenance request.
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The tenant is responsible for clogs they have caused. After the first month, you will be charged for any clogs that we have to send maintenance to resolve unless the plumbing has failed.
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Septic System
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Sewage Smell
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If you notice a sewage odor inside or outside, it could indicate a full or malfunctioning septic tank.
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Avoid excessive water use (like running multiple appliances at once) and avoid flushing anything besides toilet paper. Submit a maintenance request if the odor persists.
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Wet Spots on the Lawn
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Unusually soggy or green patches in your yard, especially near the drain field, may signal a septic system issue.
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Avoid driving or parking heavy equipment over the septic area, as this can damage the system.
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If you notice standing water or persistent wet areas, report the issue immediately.
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Other Maintenance
Garage Doors
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Remote Batteries
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If your garage door remote isn’t working, replace the batteries first. Most remotes use CR2032 or AA/AAA batteries.
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If new batteries don’t solve the issue, reprogram the remote according to the manufacturer’s instructions.
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Blocked Sensors
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If the garage door won’t close, check for obstructions near the sensors at the bottom of the door tracks. Even small objects, dirt, or spiderwebs can interfere.
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Make sure both sensors are aligned and their indicator lights are on. Gently clean the lenses with a soft cloth.
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Pest Control
Pest control is the tenant’s responsibility unless otherwise stated in the lease. Preventing and addressing minor pest issues can help maintain a clean and comfortable home.
Common Pests & How to Treat Them
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Ants: Use bait traps and keep food sealed to deter them.
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Roaches: Clean up food crumbs, eliminate moisture sources, and use roach bait traps or gel.
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Mice: Seal small openings, store food in airtight containers, and set traps in problem areas.
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Spiders: Vacuum webs regularly and use natural deterrents like vinegar or peppermint oil.
For ongoing pest problems, consider contacting a local pest control vendor for treatment. Your property manager can provide you a list of our preferred vendors.
Mold & Mildew
Mold and mildew thrive in damp areas. If you notice growth, take these steps:
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Clean small mildew spots with a mix of white vinegar and water or a mild bleach solution.
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Improve ventilation by using exhaust fans in bathrooms and kitchens, and keep air circulating.
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Report any leaks or excessive moisture issues immediately, as untreated water damage can lead to mold growth.
Fireplace
If your home has a gas fireplace and it’s not working, try these steps:
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Check the pilot light: Many gas fireplaces require the pilot light to be lit. If it’s out, follow the manufacturer’s instructions to relight it.
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Ensure the gas valve is open: Locate the shut-off valve near the fireplace and make sure it is in the “on” position.
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Check the remote or wall switch: If your fireplace operates with a switch or remote, replace the batteries and ensure it’s working properly.
If your gas fireplace still won’t ignite, do not attempt any further repairs—submit a maintenance request for assistance.
If you smell gas, shut off the gas valve. If you still smell gas, please call the gas company.