Repairs - What does Alcove consider a "Reasonable Amount of Time" to complete a Repair?

Here are the expectations Alcove has for Landlords when it comes to prompt and reasonable time for repairs

The below table outlines Alcove's expectations for landlords to complete major milestones within the Support Ticket/Repair process. The timeline is based on when a support ticket is first escalated to the landlord. As a reminder, all replies and updates must be made in the Alcove Support Portal.

* Landlord should change ticket status to "Fix in Progress"

** Landlord should change ticket status to "Resolved" or clarify the what partial solutions have been implemented allowing the issue to be downgraded in priority.

Alcove will send landlord's reminders, but it is the landlord's responsibility to be aware of timeline and expectations. If a landlord does not meet the above timeline expectations, Alcove may jump in to get the issue resolved. In such cases, landlords will be responsible for all costs, plus a service fee added at Alcove's discretion.

Critical Issues:

First Ticket Response: within 2 hours of being sent to the landlord

Resolution started: within 48 hours of being sent to the landlord

Repair Complete or Downgraded: within 4 days of being sent to the landlord

Types of Critical Issues:

Critical repairs are major issues that could make living in the unit impossible, very difficult, or dangerous (threat to safety/security). These include problems such as:

  • Lack of working electricity (assuming rest of community has working electricity)
  • Standing water, major leaks, or lack of drinkable water
  • Infrastructure issues that directly impact property habitability
    • Examples:
      • Stairs and/or Railings are unsafe
      • Flooring issues that may cause tripping or worse
      • Faulty roofing
  • Lack of Hot Water
  • Inoperable HVAC
  • Lack of functioning plumbing and waste removal
  • Doors and first floor windows not locking/secure

High Priority Issues:

First Ticket Response: within 2 hours of being sent to the landlord

Resolution started: within 5 days of being sent to the landlord

Repair Complete or Downgraded: within 10 days of being sent to the landlord

Types of High Priority Issues:

Critical repairs are major issues that could make living in the unit impossible, very difficult, or dangerous (Quality of Life). These include problems such as:

  • Severe pest infestation(s) (e.g. cockroaches, mice, bedbugs, rats, etc.)
  • Signs of mold
  • Clogged 
  • Minor leaks
  • WiFi not functioning at all
  • Non-ground floor windows not shutting/locking
  • Minor Safety Concerns - tripping issues, broken tiles, damaged stairway
  • Major Appliance Malfunctions
    • Fridge and Freezer
    • Oven
    • Stove
    • Washer and Dryer
  • Holes in wall leading to exposed wires
  • Broken or absent smoke and carbon monoxide detectors

Medium Priority Issues:

First Ticket Response: within 24 hours of being sent to the landlord

Resolution started: within 7 days of being sent to the landlord

Repair Complete or Downgraded: within 18 days of being sent to the landlord

Types of Medium Priority Issues:

  • Specific Appliance Features (e.g. Fridge not dispensing ice or water)
  • Minor Appliance Malfunctions
    •  Dishwasher
    • Microwave Oven
  • Slow Shower or Sink Drain
  • Interior light fixtures not working (not just the light bulb)
  • Large Hole in the Wall that does not expose wire, insulation, plumbing or to the outside elements
  • Running Toilets and Drip in Faucet/running faucet
  • WIFI functions, but tenant has concerns about speed
  • Broken ceiling fan
  • Screen tears
  • Unhinged cabinet doors

Low Priority Issues:

First Ticket Response: within 24 hours of being sent to the landlord

Resolution started: within 14 days of being sent to the landlord

Repair Complete or Downgraded: within 30 days of being sent to the landlord

Types of Low Priority Issues:

  • Cracked Tile
  • Grout Coming Up
  • Damaged Flooring That Does Not Create a Walking Hazard- Tear in carpet/stain in carpet/hardwood floor needing repair/saddle coming up
  • Cabinet Doors Off Their Hinges or loose
  • Interior Apartment Doors Not Closing Properly, but can still lock
  • A noticeable air draft
  • Minor Hole in the Wall
  • Molding or Trim Needing Repair
  • Squeaky floors
  • Noisy radiators
  • General wear and tear of floors and walls