Choose the right channel
For routine issues in a Dwell-managed home, use the resident portal to submit a maintenance request. It gives the team a record of the issue and a place to coordinate updates. Follow the emergency procedures provided for your property; a routine web inquiry is not an emergency response channel.
Describe what you can observe
Tell us which room or appliance is affected, what is happening, and when you first noticed it. “The bathroom faucet drips continuously when turned off” is more useful than “plumbing problem.” Include the appliance model if it is safely visible.
Add a photo when it helps
A clear photo can help show a leak, a damaged fitting, or an error message. Take it from a safe position. Don’t remove covers, touch exposed wiring, climb into unsafe spaces, or attempt a repair to get a better picture.
Explain access needs
Include useful scheduling information and any access considerations, such as pets in the home. Use the secure portal for sensitive access details. Keep an eye on the request for questions from the team or scheduling updates.
When the situation changes
If the problem gets worse, update the request and contact management using your property’s urgent procedures. If there is an immediate threat to life or safety, leave the unsafe area and call 911.