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Tenant’s Resources

GENERAL MAINTENANCE GUIDELINES

In an effort to make sure that your unit/home is well-maintained and that general maintenance and emergencies are dealt with as efficiently as possible, we are offering these guidelines for your review and consideration. Please follow these guidelines whenever you encounter any maintenance issues or emergencies in your unit. NOTE: AN EMERGENCY IS ANYTHING RELATING TO THE PROPERTY UNDER THE LEASE THAT IS THREATENING TO LIFE, HEALTH, OR PROPERTY. IF THERE IS EVER AN EMERGENCY, PLEASE CONTACT OUR OFFICE AT (415) 747-0041. General maintenance issues must be given in writing and are best reported via your Tenant Portal. Just log on to our website at www.brickandmortarsf.com and follow the prompts. (Brick & Mortar Real Estate Services retains the right to determine the status of maintenance requests).

On-Site Resident Manager:

Some buildings managed by Brick & Mortar Real Estate Services have an on-site Resident Manager. In all emergency situations your first contact should be with the Resident Manager, if your building has one. If there is no Resident Manager or you cannot reach the one for your building, then please call our office immediately.

Sub-Tenants:

Unless there is an emergency, all maintenance requests must be made by the Original Tenant.

Various Maintenance Issues which may constitute an EMERGENCY:

Broken Doorknob, Lock or Window:

This may constitute an emergency ONLY IF IT PREVENTS THE RESIDENT FROM PROPERLY SECURING THE UNIT. If temporary measures can be taken, residents should wait until regular business hours before contacting management.

Clogged Toilet:

This may be considered an emergency ONLY if there is one toilet in your home AND you have made every effort, including plunging, to clear the stoppage yourself. (In any case, turn off the valve behind the toilet, shut the lid and clean-up any mess.)

Gas Odor:

(IMPORTANT! Natural gas has the unmistakable odor of rotten eggs) If you suspect that an appliance is leaking gas, turn off the appliance and turn off the gas supply to the appliance (the shut off handle is usually located before the supply line disappears into the wall). Then call PG&E immediately at (800) 743-5000 to report the problem.

Refrigerator Repair:

If refrigerator is malfunctioning, please place a bag of ice inside to keep food from spoiling and send a maintenance request. Though urgent, this is not considered an Emergency.

Heater Repair:

This may be considered an emergency ONLY if the outside temperature is falling below 50 degrees and, in the case of building supplied heat, you are convinced that the boiler is not just late in turning on. In the case of electric heat, make sure all fuses are good or circuit breakers have not been tripped off, then call PG&E for service. In the case of gas heat, especially if you smell gas (a rotten egg smell) contact PG&E immediately at (800) 743-5000 to report the problem.

Lock-Outs:

Management is NOT responsible for residents who have locked themselves out of their unit and/or building. If the building has a resident manager, access may be gained by contacting him or her. Otherwise it is the resident’s responsibility to contact a locksmith to gain entry. THE LOCK MAY NOT BE CHANGED AT ANY TIME, and it is the resident’s responsibility to ensure that any new lock is re-keyed to the building’s lock system and/or that a copy of the new key is delivered to our office.

Missed Appointments, Neglect and Unnecessary Service Calls:

The resident is responsible for the payment of any invoice for which a repair was made for damage, etc.caused by their misuse and/or neglect. The resident is also responsible for the payment of any service call charged by a contractor for a missed appointment; for not providing access to the unit when requested; for not leaving any keyless bolting devices unlocked and/or not following other instructions as agreed resulting in the contractor not being able to gain entry to the property; in any event where there is a pet that makes the contractor feel threatened in any way; or for any reasons that are clearly the fault and /or under the control of the resident that does not allow the contractor to complete the necessary work.

No Electricity:

This may be considered an emergency ONLY if there is no electricity throughout the unit AND 1) the resident has called the PG&E outage line AND PG&E is not at fault; 2)After the resident has checked all the circuit breakers by flipping them hard to the OFF position and then hard to the ON position and has reset any and all GFI circuit breakers (these are the little buttons sometimes found on outlets in bathrooms, kitchens, laundry rooms, and garages) OR any fuses have been checked and replaced if burned out. PARTIAL OUTAGES DO NOT CONSTITUTE AN EMERGENCY. If a wall switch or outlet begins to smoke or smell like it is burning, turn off the switch or unplug items from outlet and turn off the circuit breaker or remove the fuse. (Do not use again until it is repaired).

No Hot Water:

This may be considered an emergency ONLY if there has been no hot water for an extended period of time. If this is not the case, please submit a maintenance request.

Pipe Broken:

Turn off water valve to the broken pipe or to the exterior water main, if you can locate it, until the contractor arrives. Do everything within your power to contain any leaking or flooding and if necessary, contact other residents who may be affected by the leak.

The above issues are the basic calls which MAY constitute an emergency. If you have a situation other than the ones mentioned which seems immediately hazardous, damaging, or detrimental please contact our office at (415) 757-0041. Thank you.

Broken Doorknob, Lock or Window:

This may constitute an emergency ONLY IF IT PREVENTS THE RESIDENT FROM PROPERLY SECURING THE UNIT. If temporary measures can be taken, residents should wait until regular business hours before contacting management.

Clogged Toilet:

This may be considered an emergency ONLY if there is one toilet in your home AND you have made every effort, including plunging, to clear the stoppage yourself. (In any case, turn off the valve behind the toilet, shut the lid and clean-up any mess.)

Gas Odor:

(IMPORTANT! Natural gas has the unmistakable odor of rotten eggs) If you suspect that an appliance is leaking gas, turn off the appliance and turn off the gas supply to the appliance (the shut off handle is usually located before the supply line disappears into the wall). Then call PG&E immediately at (800) 743-5000 to report the problem.

Refrigerator Repair:

If refrigerator is malfunctioning, please place a bag of ice inside to keep food from spoiling and send a maintenance request. Though urgent, this is not considered an Emergency.

Heater Repair:

This may be considered an emergency ONLY if the outside temperature is falling below 50 degrees and, in the case of building supplied heat, you are convinced that the boiler is not just late in turning on. In the case of electric heat, make sure all fuses are good or circuit breakers have not been tripped off, then call PG&E for service. In the case of gas heat, especially if you smell gas (a rotten egg smell) contact PG&E immediately at (800) 743-5000 to report the problem.

Lock-Outs:

Management is NOT responsible for residents who have locked themselves out of their unit and/or building. If the building has a resident manager, access may be gained by contacting him or her. Otherwise it is the resident’s responsibility to contact a locksmith to gain entry. THE LOCK MAY NOT BE CHANGED AT ANY TIME, and it is the resident’s responsibility to ensure that any new lock is re-keyed to the building’s lock system and/or that a copy of the new key is delivered to our office.

Missed Appointments, Neglect and Unnecessary Service Calls:

The resident is responsible for the payment of any invoice for which a repair was made for damage, etc.caused by their misuse and/or neglect. The resident is also responsible for the payment of any service call charged by a contractor for a missed appointment; for not providing access to the unit when requested; for not leaving any keyless bolting devices unlocked and/or not following other instructions as agreed resulting in the contractor not being able to gain entry to the property; in any event where there is a pet that makes the contractor feel threatened in any way; or for any reasons that are clearly the fault and /or under the control of the resident that does not allow the contractor to complete the necessary work.

No Electricity:

This may be considered an emergency ONLY if there is no electricity throughout the unit AND 1) the resident has called the PG&E outage line AND PG&E is not at fault; 2)After the resident has checked all the circuit breakers by flipping them hard to the OFF position and then hard to the ON position and has reset any and all GFI circuit breakers (these are the little buttons sometimes found on outlets in bathrooms, kitchens, laundry rooms, and garages) OR any fuses have been checked and replaced if burned out. PARTIAL OUTAGES DO NOT CONSTITUTE AN EMERGENCY. If a wall switch or outlet begins to smoke or smell like it is burning, turn off the switch or unplug items from outlet and turn off the circuit breaker or remove the fuse. (Do not use again until it is repaired).

No Hot Water:

This may be considered an emergency ONLY if there has been no hot water for an extended period of time. If this is not the case, please submit a maintenance request.

Pipe Broken:

Turn off water valve to the broken pipe or to the exterior water main, if you can locate it, until the contractor arrives. Do everything within your power to contain any leaking or flooding and if necessary, contact other residents who may be affected by the leak.