Housemates are responsible for paying any utility overage charges incurred while having an active lease at an Alcove home.
If you receive a utility overage charged that was caused by a maintenance issue in the home, please take the following steps to ensure it is resolved.-
Submit a support ticket in your Support Portal if you have not done so already. All maintenance issues must be submitted through a support ticket in a timely manner in order for the property manager to take any action.
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If there is an existing maintenance ticket and it aligns with the utility overage timeline, housemates should compile documentation and request a review and refund from the utility provider. Alcove is happy to assist in providing any necessary documentation to support housemate claims with the utility company(ies)
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If the repair was “resolved” but clearly still causing problems, provide Alcove Support team with an explanation and any clarifying documentation. Alcove will review and if appropriate, reassign the overage to the landlord.
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If there is a maintenance issue that is outside of the physical bounds of the property, housemates should reach out to local government and utility authorities to request maintenance repairs for public utility issues. Examples include water leaks to city owned pipes in front of property, power lines snapping and shorting, incorrect meter reading or meter setup that covers more than the single property.