Maintenance
Pointe Grand Maintenance: Fast Repairs, Clear Standards Pointe Grand Maintenance: Fast Repairs, Clear Standards
Every Pointe Grand community has an on-site service team, backed by a coordination team that tracks each request until it’s done. Our standard for routine requests is 48 hours. For emergencies, the on-call technician calls you back within 10 minutes and is on site within 45 minutes when the issue can’t be solved by phone.
Our Service Standards
| Standard | What it means for you |
|---|---|
| Routine requests | Handled within 48 hours |
| Typical turnaround | 24 to 48 hours |
| Emergency callback | Within 10 minutes, day or night |
| Emergency on site | Within 45 minutes when a phone fix isn’t possible |
| Follow-up | Any request open past 72 hours goes back to the service team for action |
| Parts on order | We tell you by email, phone, or postcard |
| Outside specialists | No additional cost to you |
How to Submit a Maintenance Request
Submit routine requests through your resident portal or at the leasing office. Let us know whether you’d like to be home for the visit, whether you have a pet, and what time frame works best.
For emergencies, call your community’s main number at any hour. Our answering service reaches the on-call technician right away.
When the work is done, your technician leaves a completion card that says what was fixed, when, and by whom.
A Team Behind Every Request
Our maintenance coordination team supports every service team. They check each work order, follow up until it’s closed, and keep you informed along the way. If a repair needs a part or an outside specialist, they schedule the vendor and let you know by email, phone, or postcard what’s happening and when. Vendor work for your home comes at no additional cost to you.
If a request is still open after 72 hours, the coordination team takes it back to the service team to get it finished.
How Our Teams Are Built
In markets where our communities sit close together, such as Jacksonville, service teams work as a pod. Technicians share resources and rotate across communities, so each job goes to the person whose strengths fit it best. Communities that stand on their own have a dedicated on-site service manager leading the team.
Trained and Certified
Our service teams hold EPA Section 608 certification for refrigerant work, Certified Pool Operator (CPO) credentials, and the Certified Apartment Maintenance Technician (CAMT) designation. The whole team sets aside one day every week for ongoing training.
Every technician arrives in a Pointe Grand uniform with a name badge with their picture. Each visit follows the same standards:
- We knock, ring, and announce ourselves before entering.
- We touch only what we came to fix.
- We bring our own supplies, clean up before leaving, and lock the door behind us.
Care You Don’t Have to Request
Twice a year, our team visits each home for a preventive checkup, with 48 hours’ notice. We:
- Replace HVAC filters and date them
- Test smoke and carbon monoxide detectors
- Check for leaks, running toilets, and dripping faucets
- Inspect appliances, flooring, and water heaters
- Replace smart lock batteries
Around the community, we walk the lighting and landscaping weekly. Pool water is tested daily during swim season, and all common areas are inspected twice a year.
Ready on Move-In Day
Every home gets a full make-ready before you arrive, fresh cleaning, re-keyed or re-coded locks, a new air filter, and a final inspection by a manager.
Before you move in, we also reset every connected device in the home: the door lock, the thermostat, and the Wi-Fi washer and dryer. No former resident keeps access. On move-in day, your service team helps you set up your smart lock code, thermostat, and washer and dryer app. While you live here, the only code stored in your lock is the one you create.
What to Expect at Move-Out
- At lease signing, you review and sign our Cleaning and Damages List, so expectations are clear from day one.
- After you move out, our service team inspects the home room by room and documents what they find. You’re welcome to request a walk-through.
- Normal wear and tear is not charged. Cleaning is not considered wear and tear. Damage beyond normal wear and tear is charged at cost.
- To avoid cleaning charges, we recommend a professional cleaning before you hand in your keys.
Ready for Hurricane Season
Our communities in hurricane-prone areas prepare before every storm season with resident preparation meetings and materials. When a storm approaches, you’ll get notices by email, text, and the community website. After it passes, we follow up with recovery updates. Approved roofing, tree, and water extraction partners are lined up in advance so repairs start sooner.
FAQs
Frequently asked questions
Do I need to be home when maintenance comes?
That’s your choice. When you submit a request, tell us whether you’d like to be home, whether you have a pet, and what time frame works best. For twice-yearly checkups, you’ll get 48 hours’ notice.
Do outside vendors cost extra?
No. If a repair needs an outside specialist, our coordination team schedules the vendor and keeps you informed, at no additional cost to you.
What happens if a repair needs a part?
Your technician notes it on the request, and our coordination team lets you know what’s on order and when to expect the repair. Any request open past 72 hours goes back to the service team to get it finished.
How quickly does Pointe Grand handle maintenance requests?
Our standard for routine requests is 48 hours, and most are done sooner. If a part is needed, our coordination team updates you by email, phone, or postcard. Emergencies get a callback within 10 minutes, day or night, and a technician on site within 45 minutes when the issue can’t be solved by phone.
Does Pointe Grand offer 24-hour emergency maintenance?
Yes. Every community has an on-call technician around the clock. Call your community’s main number after hours and our answering service reaches them right away.
Live Life Grand
See it for yourself.
Tour a Pointe Grand community and meet the team that keeps it running.