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Maintenance Policy for Residents
Maintenance Policy for Residents
Adam Willis avatar
Written by Adam Willis
Updated over a week ago

Nestwell Property Management, a subsidiary of CDA Properties, provides the following as a postscript to your residential rental agreement. The resident agrees to follow the maintenance instructions and understands these instructions prevail unless otherwise stated in writing.

Requesting Routine Maintenance:

1. Submit all your work orders through Property Meld unless there’s an emergency. Ensure to determine the cause of the problem before submitting a work order. There are troubleshooting tips for significant problems below.

2. Single out your priorities when requesting maintenance. Everything is not an emergency. Use the guide below to determine what category your request may fall into and the estimated response time. Your request will be handled in the order of submission. Note: These are general guides for response time but not guaranteed.

Priority 1: EMERGENCY situations that are a threat to the safety or health of individuals or may cause major damage to the property. Examples include electrical hazards, fire, flooding, sewer back-up, or a fallen tree.

∙ TARGET Response Time: Eight Hour Or Less

Priority 2: URGENT situations that may interrupt the normal enjoyment of your home or that could develop into an emergency if not dealt with soon. Some examples include a leaking faucet, slow drains, constantly flushing toilet, running toilet, malfunctioning appliance, loss of hot water, etc.
∙ TARGET Response Time: 7 Days

Priority 3: ROUTINE issues are done to protect the property’s long-term value or ensure the tenant’s comfort. These include repairing fencing, broken window screens, malfunctioning sprinklers, cleaning gutters, parking lot or driveway maintenance, pest control, etc.
∙ TARGET response time: 30 days

Vendors normally work Monday – Friday, 8am – 5pm. Owners will pay extra to handle emergency situations after hours, weekends, and holidays. For URGENT or ROUTINE requests, expect the work to be completed during normal business hours unless you are willing to pay the additional cost for expedited service.

3. Emergencies: Call Nestwell at (801) 268-4134 ext. 2.  Be sure to leave a message if you receive a voicemail.  We have team members on call 24 hours a day to address emergencies. Definition of an Emergency: A sudden unforeseen crisis (usually involving danger) that requires immediate action.

  • Sewer backup or flooding causing damage to the property, call (801) 268-4134 ext. 2.

  • Fire causing immediate danger, call 911.

  • Gas smells or leaks call, Dominion Energy at 801-324-5111 and 911. 

  • Electrical, call Dominion Energy at 1-888-221-7070.- Loss of A/C, a broken appliance, or hot water is NOT an emergency. Loss of heat is not an emergency unless the temperature is below 60 degrees.

For non-emergency, please follow these steps:

All non-emergency work orders must be submitted in writing. NESTWELL provides several methods to submit service requests.

1. Submit a maintenance request online: 

  • Click on Tenants. 

  • Click Repair Request and Review common issues. 

  • Click Submit Maintenance Request. 

  • Login to your account. If you do not have an account set up, you click the link at the very bottom and request and invite.

  • Once you are in your Meld account, select "New Meld" from the top right.

  • Fill out the form, and submit by selecting "Create."

2. Email your maintenance request to

∙ After submission:

  • We may call you to gather additional information or walk you through some troubleshooting steps in an attempt to resolve the issue.

  • If we are unable to resolve the problem, we will approve the work order and assign a vendor to you.

  • The vendor will contact you to schedule an appointment for repairs. Please remember we are a small community and vendors might get extremely busy. They typically do not respond immediately unless there’s an emergency.

  •  Nestwell issues keys to our preferred vendors.

  • In the case of any changes on schedule, be sure to coordinate with the vendor or Nestwell.

  • If the vendor delays responding after work is submitted, report this to the Nestwell staff using your Resident Portal. We will ascertain the reasons behind the delay and contact you with an update.

  • If anything changes with the situation, please update the work order on the portal, by email, or by calling Nestwell.

  • Please inform the status of your problem after all work is done. If the problem continues or returns and you fail to report it, you may be held liable for any damages incurred.

4. Stand-up charge. You will be responsible for a trip charge if you schedule an appointment with a vendor and fail to show up or open your home. 

5. Maintenance Charge Backs. Nestwell is responsible for repairing or replacing items broken by normal wear-and-tear. Due to accidents, misuse, or abuse, some repairs are necessary and may be charged to the resident. If the vendor reports to Nestwell that the damage was not caused by normal use, the tenant will pay maintenance costs. Failure to pay for maintenance charges could cause a default regarding your lease and be grounds for eviction.

6. Scheduled maintenance. Some Landlords request certain services be conducted on a regular basis to maintain the property. These services may be done with little or no notice to you. For instance, sprinkler setup or winterization, gutter cleaning, HVAC servicing, etc. If these services require vendors to enter the premises, we will coordinate the service with you in advance.

Tenants are responsible for the following routine maintenance:

Wood burning fireplace maintenance:

∙ Always be sure to open the damper before starting any fire. If you don’t know how, call Nestwell for help.

∙ If smoke is coming out of the front of the fireplace, put out the fire immediately, and ventilate the house.

∙ Do not use softwoods in fireplaces such as pine, fir, and redwood because they cause a coating in the flue which can cause fires. Use woods such as oak, almond, walnut, etc.

∙ Do not overfill the fireplace and create a blazing fire that could cause damage to the firebox or cause a house fire.

∙ Use a fireplace screen at all times when using the fireplace to prevent damage, particularly to the carpet.

∙ Store ashes in a metal can, preferably with a lid. Do not use plastic or other combustible materials. Store the container away from the house, deck, or other combustible material for 48 hours.

∙ Always check to ensure ashes are cold before disposing of them.

Normal pest control:

∙ Tenants are required to do normal insect maintenance. One of the best control measures is a clean home! Do not leave food laying out, sweep and mop the floors regularly, and store food in sealed containers.

∙ When storing pesticides, be careful with the safety of children and animals at all times.

∙For Indoor insects, such as fleas, ants, spiders, silverfish, and more, do the following:

-Insect foggers are the most reliable. Purchase them at hardware store.

-Follow instructions on the can. Cover all food and dishes, remove all adults, children, and animals from home, and leave for approximately four hours.

∙ For outdoor insects, such as ants, fleas, grasshoppers, and more:

- Use granulated or liquid insect products from a garden supply store.

- Follow the directions on the package to apply around the perimeter of the house, garage, storage sheds, and fence.

-For spiders, use liquid pre-mixed insecticide.

-Purchase bait for snails, sowbugs, slugs, and similar pests at garden supply stores.

-If the insect problem persists, call NESTWELL.

For rodent control, observe the following:

• The occasional mouse is normal. Do your best to store food in sealed containers, including food for pets.

• If you find a suspected location for mice to enter the home, try stuffing it with steel wool to dissuade them.

• For ordinary mice you can purchase several common controls at grocery or garden supply stores.

• If you see rats or larger rodents contact NESTWELL.

Properly dispose of the following:

∙ Toxic waste such as oil, antifreeze, batteries, and solvents.

∙ Christmas trees

∙ Electronic devices such as computers, printers, televisions, radios, etc.

∙ Any furniture that does not fit in a dumpster. Do not leave anything sitting next to a dumpster.

∙ Place recyclables in the proper receptacles provided by the city and county.

∙ Abide by city and county disposal requirements. If you are unsure, contact Nestwell for assistance.

  1. Landscaping and Watering:

∙ You are responsible for maintaining the exterior landscape by mowing, trimming, weeding, fertilizing, and watering. You should be watering the lawn, trees, shrubs, flower gardens regularly.

∙ If there are sprinklers, monitor the level of water needed, and, if necessary, contact Nestwell for help adjusting.

∙ If you have sprinklers or an irrigation system that is not working, call Nestwell.

∙ Grass should be mowed once every 7-10 days, depending on the season and speed of growth.

∙ Mowing should start and end at the same time as your local watering cycle. If you are not sure, watch the neighbors or call Nestwell.

∙ Pick up all pet droppings on the property even if you do not have pets. This includes picking up after wildlife.

∙ Do not allow pets to cause damage, including digging in the yard, chewing on fences, etc.

∙ Shrubs and trees should regularly be pruned.

  1. Replace burned-out light bulbs. This includes interior and exterior lights, fluorescent lights, accent lights, etc. Lights should not be more than 60 watts each and must be of matching design. For example, globe lights in the vanity should be of the same design, wattage, color, etc.

  2. Replace furnace and air-conditioning filters at least once every 45 days. Use the correct size and be sure to check the edge of the filter for the direction of airflow. If you require assistance, contact Nestwell. If the furnace or air conditioner fails due to a dirty filter, you may be held liable for payment of the service call.

  3. Burning candles should never be left burning unattended. Do not burn them close to walls, drapes, or other flammable material. Try to keep them on a flat surface while burning. Fully extinguish before walking away.

Holiday decorations and lights:

  • Ensure your decorations are in good taste and are not offensive to others.

  • Hang lights and decorations safely and neatly.

  • Do not screw or nail into walls, gutters, roof or trim! Use removable clips and tape only.

  • Before hanging, check for bad plugs and loose wires. If you find defects, dispose of the lights.

  • Remove your decorations within one week of the holiday ending.

Cleaning and maintenance of the property:

∙ Kitchens

- Keep food cleaned off the counters, floor, sink, and other surfaces at all times.

- Clean oven/stove hood vents regularly. Be sure to lift the stovetop and clean food that falls through cooking coils. If grease builds up on the stove, it could result in a fire.

- Pull out appliances and clean underneath and behind them at least once every six months.

∙ If you have a self-cleaning oven, do not use oven cleaners! Call Nestwell if you need operating instructions.

∙ For ovens that are not self-cleaning, use oven cleaners such as “Easy Off” for regular cleaning. Follow directions on the product.

∙ Bathrooms

  • Prevent mildew and mold from accumulating.

  • If mildew and mold appear, use a product such as X-14 or Tilex to remove immediately.

  • Keep bathrooms properly ventilated to prevent mildew and mold from happening. 

  • Vacuum dust from the ventilation fan regularly. If the fan stops working, submit a maintenance request to Nestwell. If you fail to ventilate properly and mold or mildew accumulates, you may be liable for the charges of mitigation.

  • Always use the exhaust fan or open the window to ventilate any time you shower or bathe.

∙ Carpets and flooring

  • Maintenance and cleanliness of carpets and flooring are the responsibility of tenants during occupancy and move out. 

  • Keep floors vacuumed regularly.

  • Immediately clean up spills to prevent stains and damage.

  • Do not use wax on vinyl or tile.

  • Use only hardwood floor cleaners on hardwood floors.

  • Have carpets steam cleaned when appropriate; do not use home floor cleaning machines. Nestwell will hire professional clean carpets after move-out at your expense.

∙Windows and window furnishings

  • Maintenance and cleanliness of windows and window furnishings are the tenant‘s responsibility during occupancy and when moving and at their expense.

  • Check curtains before washing to see if they are washable. If not, dry clean curtains.

  • Blinds can typically be cleaned by hand or a professional.

  • Vacuum or wipe out the tracks for windows and sliding doors regularly.

  • Remove screens and spray off with a hose at least once a year to knock off dust and cobwebs.

  • Close windows against the elements of weather, when appropriate, to avoid damage to the home interior.

  • Close doors and windows when leaving the residence.

It is the responsibility of all tenants to report all repairs/maintenance problems.

∙ Tenants can incur financial damages if they fail to report maintenance problems.

∙ Report the following:

  • Any sign of mold in the property

  • All toilet and faucet leaks and any plumbing backups

  • Electrical problems

  • Heating and air-conditioning problems

  • Inoperative smoke detectors

  • Faulty appliances supplied in the property

  • Roof leaks

  • Broken windows and door

  • Fence repair

  • Malfunctioning sprinklers

  • Any other necessary repairs or unsafe condition

  • Major pest control items such as bees, cockroaches, rats, termites, or other major infestations

Tenants will be responsible for the following charges:

∙ Failing to report necessary repairs

∙ If there is a service call and it turns out it was just tripped circuit breaker

∙ When appliances fail due to operator error

∙ When residents cause sewer stoppages/blockages

∙ If the tenant fails to meet a vendor at an assigned appointment and the vendor charges a trip fee.

∙ If the Tenant or Tenant’s guests or invitees, cause damage to the property.

∙ If the Tenant’s pet causes damage to the property.

∙ If the Tenant reports a repair that does not require service

∙ If the Tenant fails to replace the battery for a smoke detector or battery for the remote door opener and causes a service call for only battery replacement.

∙ For replacing jambs, doors, broken glass, and windows unless the Tenant provides a Police Report detailing the cause of the problem showing forced entry by others.

∙ For damage to walls, floors, and carpets in case, the tenant left the windows or doors open to wind or rain. 

Tenants are NOT to do the following

∙ Do NOT wash draperies

∙ Do NOT perform electrical work (this does not include changing batteries or light bulbs).

∙ Do NOT deface, mar, or change walls, flooring, woodwork, landscaping of the property without approval from the Landlord or Landlord’s Agent.

∙ Do NOT perform repairs unless authorized by Nestwell or outlined in this guideline.

∙ Do NOT deduct any unauthorized or pre-authorized maintenance expense from rent. If you are authorized to conduct maintenance, you will receive payment like any other vendor. Be sure to retain receipts and turn them in with your invoice once the work is complete.

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