Maintenance Requests
Please do not submit maintenance requests back to back. Gather and submit as much as you can in a single request and then we will sort through and separate as needed. If you need to add to or follow up on a request email or call us rather than submitting another request. When we receive numerous requests for a property it is very easy for things to get lost when we have to combine the different items from several different places.
Uncontrolled Leaks or Flooding
In the event that you have a valve that is stuck open, water pipes leaking in an uncontrolled manner, etc. - Call your utility Emergency Services to come to turn off the water if you cannot do it yourself. We will get someone out as soon as possible, but you must do whatever is necessary to stop the flow of water.
If you have sewer water backing up in your tub or other fixtures immediately stop using the water in the property. In most cases, this will allow the water to drain away slowly, but do not put anything down the drain until the cause is found and addressed. If you are on a shared sewer line notify your neighbors that the sewers are malfunctioning and they should immediately stop putting anything down the drains to prevent sewage from flooding the property.
If you have a sewer backup or water flooding the home you must call the emergency line! We do not check emails and text messages outside of business hours.
Ice Storm Update
We wanted to send a quick note on the winter storm cleanup. We are aware that there are still residents waiting for debris removal and we are working on finding you some relief. There is still a backlog of tree clean-up requests, and we are still getting more requests trickling in more than two weeks after the storm. A recent article stated that 30% of Austin’s canopy was impacted by the storm, or an estimated 10.5 million trees. That’s a lot of cleanup and at least one estimate states that the cleanup across the city may not be done until the end of April.
As we continue to work through the cleanup we do ask that you remain patient. If and when possible, take advantage of the free pickup where it is available. Please keep in mind that tree removal is being handled in order of priority with us working to correct any potentially dangerous situations first, then we will work on removing the debris.
We also ask that you keep in mind the mass scale of damage and please understand why the debris removal is taking so long. A disaster declaration was issued by the Governor along with Travis, Hays, and Williamson Counties to release funding for recovery. Williamson County alone has stated that it has already spent $12 million so far on recovery, and Travis County initially estimated it will cost $29 million.
We want to thank you for your patience and understanding as we work towards returning your lives and property back to normal.
Being Weather Aware
We are still in the winter months and have the potential for a deep freeze. As we transition out of the winter into the spring months we’ll see the potential for strong storms. If you see tree branches that are close to the roof line and may make contact with the home on windy days it must be reported so we can address it to avoid damage to the property.
Thank you for being a resident of a Stone Oak rental property! Please don't hesitate to contact our staff if we can help with anything.
Routine Maintenance Reminders
- Maintenance Requests: We still receive a lot of maintenance requests that state something vague like "washer" or "AC" without any other info about the actual issue. We cannot act on requests like this and will require that you provide more info, so any request like this will only delay a resolution to the issue. Make sure you provide as much info as possible in your request including pics if possible.
- Maintenance Portal: Please make a list of any items you want to submit, and then list all issues together as one request including as much info as possible and attach photos if applicable. We will then evaluate whether they should be split up or not.
- Smoke and CO Alarms: As a reminder don't ever unplug and remove smoke detectors because they are beeping. Change the batteries and if that doesn't work please notify us. We find a lot of tenants unplug them and bury them in a closet or drawer instead of replacing batteries.
- A/C Filters: Make sure to check and change every month or as required by the type of filter. If any HVAC systems in your home have a reusable filter you are still required to clean them periodically, so please make sure they are kept clean.
- Toilets: "Flushable" Wipes CANNOT be flushed. Do not put anything down the drain except water, human waste, and regular toilet paper. Food, toys, feminine products, wipes, towels, wrappers, condoms, and other objects do not break apart and go down the drain. Clogs of the plumbing system may be charged back to you, so it is best to avoid this by not putting anything down any of the drains aside from water and human waste.
- Disposal Systems: This includes using the sink disposal as a garbage chute. These appliances are not meant to dispose of large quantities of food and should only be used as a last resort after all food items are scraped off dishes into a compost bin or trash can.
- Drainage: Shower, bath, and sink drains can get clogged up over time with hair and other organic matter. Do not use Draino-type products as they are extremely acidic and will do more harm than good by damaging the pipes while usually failing to fix the drainage issue. The best way to address this is to use a disposable drain snake that can be obtained from any hardware store for a couple of dollars. Please note that if we send out a vendor for this and it turns out to be this very issue you may be charged back for the cost. Here is a video on how to use those - https://www.youtube.com/watch?v=aOb4MJ6widg
- Emergency Maintenance: this extension should not be called unless you have an issue involving Flood, Blood, or Fire. Do not call the emergency line to follow up on existing work orders or submit a new request that is not an emergency. In case of an emergency call 911 if needed and then contact us after everyone is safe. Remember that we do not monitor emails after hours, so if you submit something considered an emergency online and do not call we may not know until the next business day.
Other Maintenance Notes:
If you'd like to inquire about, or update an existing request, submit the form at stoneoakmgmt.com/maintenance or call 512-617-6766 ext-5.
Maintenance time frames continue to be extended due to the pandemic. Please allow at least 5 business days before requesting an update from our team unless it is an emergency.
For basic DIY tips and tricks to solve some issues quickly, visit our DIY rental property maintenance page.
Your Tenant Portal & Electronic Statements
The system will generate a statement even if you're moving out, so there is no need to contact us if you receive this and are moving. All charges, including any prorated rent, will be adjusted as needed when the deposit is processed.
If you are not using the portal app that keeps you logged in please take a look at the linked flyer for more info. This can eliminate forgotten passwords, and help with easy updates/access to maintenance requests and all other account details.
AppFolio Tenant Portal Information
