Something in the house is not working. Here is exactly what happens after you tell us.
1. Submit it in the portal, with a photo
Log in to the tenant portal, open Maintenance, and describe the problem in a sentence or two. Attach a photo or a short video. A picture of the leak under the sink saves a whole round of questions and usually means the right part shows up on the first visit.
2. It goes to a person, not a queue
Every request lands with our maintenance team the moment you submit it. You get a confirmation, and the request shows on your portal with its status, so you never have to wonder whether anyone saw it.
3. We triage it
Some things we fix ourselves. Others go to one of our vendors for plumbing, electrical, appliances, or heating and cooling. You will see who it was assigned to and any notes as they are added. If someone needs to enter the house when you are not home, we tell you first.
4. You confirm it is fixed
When the work is done, the ticket asks you to confirm. If the fix did not hold, reopen it from the same screen and it comes straight back to us with the history attached. Do not start a new request for the same problem.
What counts as an emergency
Do not submit these in the portal. Call the service line at (203) 717-5659 right away for a gas smell, active flooding, fire, no heat in winter, or a lockout. For a gas smell or a fire, leave the house and call 911 first.
Things that are not maintenance
A question about rent, a roommate issue, or a lease question: call or text (203) 418-7800 or email info@lanternpointmanagement.com. Damage from a party is a different conversation, and it is one we would rather have early.
New to the house? Read move-in day: what to have ready.