Maintenance & Service Requests
At Altas Management Group we are committed to providing you with a safe, comfortable, and well-maintained home. To ensure your requests are tracked and handled efficiently, all non-emergency maintenance must be submitted through your online portal.
Please follow the guidelines below to submit a routine request or to contact us in the event of an urgent emergency.
How to Submit a Non-Emergency Service Request
To report a routine maintenance issue, please use the Tenant Web Access (TWA) portal or the rmResident mobile app. This ensures your request is logged directly into Rent Manager and assigned to our maintenance team immediately.
- Step 1: Open a web browser and log into your Tenant Web Access (TWA) portal using your username and password.
- Step 2: In the navigation menu at the top of the screen, click on Service Issues.
- Step 3: Click the Add Service Issues button in the top-right corner of the screen.
- Step 4: Fill out the form completely. Provide a clear Title for your request and a detailed Description of the problem.
- Step 5 (Optional): Click Attach to upload photos or documents of the issue (highly recommended to help our technicians prepare).
- Step 6: Click Add Service Issues at the bottom to submit. You can track the real-time status of your request directly from this tab.
Emergency Maintenance Requests
If you are experiencing a life-threatening emergency, please call 911 immediately.
For property emergencies, please contact our 24-Hour Emergency Line at: 858-373-8760
What is Considered a Maintenance Emergency?
An emergency is defined as any issue that poses an immediate threat to your health and safety, or could cause significant, immediate damage to the property.
Please review the guidelines below to determine if your issue requires after-hours emergency dispatch:
| Emergency (Call the 24-Hour Line) | Non-Emergency (Submit Online Portal Request) |
| 🔴 No hot water throughout the home | 🟢 Slow-draining shower or low hot water pressure |
| 🔴 HVAC not working during extreme weather (freezing winter or extreme summer heat) | 🟢 HVAC not working during moderate weather |
| 🔴 Major plumbing leak (burst pipe, actively flooding water, or sewage backup) | 🟢 Minor plumbing leak (dripping faucet, running toilet, small under-sink drip) |
| 🔴 Broken exterior door lock or shattered window (compromising home security) | 🟢 Broken interior doors, closet doors, or cabinet latches |
| 🔴 Total refrigerator failure (risking major food spoilage) | 🟢 Malfunctioning microwave, dishwasher, or single stove burner |
| 🔴 Total power outage unique to your unit (after checking your breaker panel) | 🟢 Partial power outage (a single outlet or light fixture not working) |
| 🔴 Clogged toilet (only if it is the only toilet in your apartment) | 🟢 Clogged toilet if you have a second functioning bathroom in the home |
| 🔴 Smell of Gas / Carbon Monoxide Alarm (Evacuate first, then call us) | 🟢 Chirping smoke detector battery (replace battery or submit a routine ticket) |
Note: If an emergency technician is dispatched for a non-emergency issue, the resident may be subject to a trip fee or service charge. When in doubt during regular business hours, please call the main leasing office.