A clear reporting guide for routine repairs, urgent property problems, and immediate safety emergencies.
Use an online request for nonemergency repairs. Call the maintenance line when a property problem needs urgent attention, and contact emergency services first if someone faces immediate danger. You do not need to diagnose the cause before asking for help.
For Advent-managed properties, the maintenance request page directs property maintenance emergencies to (510) 250-7918, option 1 and nonemergency requests to the online tenant portal. Do not rely on an online submission for an emergency.
Decide which situation you are in
Consider what is happening now: whether someone is at risk, whether a vital part of the home is unavailable, and whether damage is continuing. A problem can change category. A previously reported drip that becomes active flooding needs a new urgent call.
| Situation | Reporting route |
|---|---|
| Fire, immediate threat to life, or another safety emergency | Move away from danger and call 911 as appropriate |
| Active property emergency needing urgent attention | Call Advent’s maintenance line; describe the condition and its effect |
| Nonemergency repair or intermittent concern | Submit an online request with the location, symptoms, and contact details |
Choose the channel by the condition happening now, then describe the location and effect clearly.
If you are unsure whether an active property problem can wait, call and explain it. This guide does not promise a response time or substitute for instructions from emergency personnel.
Describe the symptom in everyday language
You can report “water appears on the cabinet floor when the sink is used” without naming a valve or pipe. Include when the symptom began, whether it is constant or intermittent, and what part of the home is affected.
The California Attorney General’s tenant guidance recommends written repair requests and preserving photographs or other records. Keep a copy of the request and note later changes. That creates a useful history if the issue returns.
Here is an illustrative request, not a customer case: “The bedroom window will not close fully. I first noticed it yesterday evening. There is a visible gap at the lower corner. I have attached a photo and can be reached at the number on my account to arrange access.”
Include details that help arrange a visit
Provide the property address and unit, the specific room or equipment, a callback number, and useful availability information. Mention access considerations such as a pet that needs to be secured. Use photographs only when you can take them without approaching a hazard.
Ask how access will be coordinated and where to send updates. A request acknowledgment, a scheduled appointment, and a completed repair are different milestones. Keep the record open in your own notes until you understand what was done and what remains.
Know where troubleshooting should stop
Do not remove equipment covers, handle exposed wiring, mix drain chemicals, or enter a flooded area to investigate. Tell the provider about any product already used or action already taken.
For electrical concerns, the Consumer Product Safety Commission’s home electrical checklist identifies damaged cords, abnormal outlet operation, and electrical equipment near water as hazards that deserve attention. Stop using suspect equipment and seek qualified guidance rather than repeatedly testing whether the symptom returns.
How Advent’s role fits the process
Advent’s residential property management services include handling maintenance coordination. A clear report helps establish the next questions, the relevant provider, and access arrangements. It does not require the resident to decide the repair method or who is financially responsible.
Our recommended resident habit is to keep one concise timeline: first observation, request submitted, change in condition, visit, and follow-up. That avoids reconstructing the problem across separate messages.
Two useful follow-up questions
What if I already submitted a request and the problem gets worse? Use the channel appropriate to the new condition and reference the existing request. Do not assume the original description communicates the change.
Should I arrange my own contractor? Confirm authorization and the property’s process before commissioning nonemergency work. In immediate danger, prioritize safety and emergency instructions.
Need help following up on a nonemergency request? Contact Advent with the request details and what remains unresolved. For a property emergency, use the phone route above.
