Our residents are able to submit maintenance requests for any issues that may have in their unit. Our dedicated maintenance staff can help to resolve any problems that you may be experiencing. We are happy to help get your rental up and running again!

Submitting Maintenance Requests

There are two convenient ways our residents can submit work orders to MiddleTown Living: submit a work order using the online AppFolio resident portal, or call the office for your location to have a work order submitted on your behalf.

To contact our offices:

• During office hours, please call 765-289-7618, select the option for your location, then select the option for current residents.
• For any after hours emergencies, please call our emergency maintenance line at 765-587-0280.

To submit a work order online, follow these steps:

1. Log onto your AppFolio online portal.
2. Go to the “Maintenance” tab on the side menu.
3. Click the “Request Maintenance” button.
4. Fill out the prompt with as much detail as possible. The details you provide help us to address your issue accurately and efficiently. You can add pictures as well.
5. Click “Submit Request.” This sends your work order to our maintenance queue.

Under the "Request Maintenance" section, there will be a list of your work orders. You can use this list to keep track of the work orders you have submitted and see any updates that are added to the work order.

Emergency Maintenance

We are always available for any emergency maintenance requests you may have! We ask that you please call the office for your location during office hours or use the emergency maintenance line after hours to submit an emergency work order—submitting it online through the AppFolio resident portal will only put the request in our maintenance queue.

For after-hours requests, please call our emergency maintenance line at 765-587-0280.

Only certain maintenance requests are classified as emergencies. Please see the list below for maintenance requests that would qualify.

• No heat if the outdoor temperature is below 50 degrees
• No air conditioning if room temperature is above 85 degrees
• Fire (ALWAYS call 911 first before calling MiddleTown in the case of a fire)
• No electricity
• Gas leak (or the smell of gas)
• Entry door will not open or shut
• Clogged toilets (must be all toilets if you have more than one) or clogged kitchen sinks
• No hot water
• Water leak causing damage or flooding
• Any situation endangering your health or safety

Duplicate and Cancelled Work Orders

We ask that you please do not submit duplicate work orders for the same issue, as this can increase our volume and slow our response times. Only one person per unit needs to submit a work order for the same issue as well. While we understand your urgency, this helps us to operate more efficiently.

If your work order is cancelled in the system, it may be because it is a duplicate. We also condense work orders for efficiency as well, so the maintenance item could've been moved to another work order to be addressed together. If you have any questions as to why a work order was cancelled, please call the Resident Services office.

Resident's Responsibility

There are some maintenance items that are the resident's responsibility to handle throughout the lease term per the lease. This includes, but is not limited to:

• Changing the batteries of smoke detectors and testing them throughout the residency
• Clearing the plumbing lines unless there is a defect or malfunction of plumbing equipment
• Treating and exterminating any pests
• Doing lawn care and snow/ice removal at certain properties (reference your lease for details for your property)

Failure to complete the maintenance you are responsible for could result in charges per your lease.

Work Order Charges

If certain maintenance issues are found to be the fault of the resident due to negligence or misuse, the resident can be charged for the repair per Section 1.10 of your lease (or Section 2.5 of leases signed before the fall of 2023). These charges will be added to the resident's account and will be payable upon receipt of the invoice.

Maintenance Surveys

Once a work order has been completed in our system, you should receive an email asking you to fill out a maintenance survey. We ask that you please complete these surveys as we use them to refine our maintenance processes and address any concerns. Your feedback is valuable to us!

If you had a great experience with one of our maintenance staff, please let us know in the survey by mentioning their name! We would be happy to give them recognition on your behalf.

Have maintenance questions? Reach out to our offices!

• During office hours, please call 765-289-7618, select the option for your location, then select the option for current residents.
• For any after hours emergencies, please call our emergency maintenance line at 765-587-0280.