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When filling out a work order, please be as detailed as possible. For example, “Dryer is not heating” is much more informative than “Dryer broken.” This kind of specific information will allow the maintenance technician to diagnose the problem and complete your repair much more quickly.

Work orders can be submitted to the Facilities Service Desk below:

Submit a maintenance request

Emergencies such as broken pipes, tripped breakers or other problems that require immediate attention should be reported to UPD dispatch at 304-293-HELP (4357) . They will notify a member of our team and get you assistance quickly.


We have collected the most frequently asked facilities questions for your reference. This information will help you set up your unit and maintain it throughout the year.



How do I report something that  needs repaired?

Please send all requests through the  Facilities Service Desk.

How long will it take to address my request?

For routine or non-emergency work requests, three to five days.

How will I know if my request  has been completed?

You will receive a system-generated email when your work order is closed.

What is considered a maintenance emergency?

A maintenance emergency is defined as a problem that if not resolved quickly will jeopardize the health and safety of the building and residents. An emergency is further defined in a situation that will result in damage to the building, property, or when basic life needs are not provided for.

Situations that would be considered emergencies are:

  • ALL toilets in unit are clogged; not just your toilet, ALL toilets
  • Heating doesn’t work and temperature outside is under 45 degrees
  • Air conditioning doesn’t work and temperature outside is OVER 95 degrees
  • Unit door will not lock. This does not include the bedroom door.
  • No electricity in the entire unit
  • Flooding
  • Refrigerator/freezer is not cooling food to safe temperatures
  • Broken window (both panes)
  • Inoperable smoke detector
  • Fire

What is NOT considered a maintenance emergency, but should be corrected as soon as possible, within 24 hours?

  • Clogged toilet in a unit where another toilet works
  • No hot water
  • Clogged garbage disposal
  • Stove doesn’t work
  • Heating doesn’t work and temperature outside is over 45 degrees
  • Air conditioning doesn’t work and temperature outside is under 95 degrees
  • Bedroom door won’t lock
  • Clogged shower
  • Electricity out for one or two items
  • Washer/Dryer doesn’t work (in units equipped with washer/dryer)
  • Smoke detector low battery indicator is sounding

What if I have a maintenance emergency after-hours?

Call the HELP line at  304-293-HELP (4357) . Calls are answered by UPD and will be transferred according to the emergency.

Life threatening emergencies should be directed to 911

What do I do if I lose power to my unit?

What do I do if I lose power at specific outlets only?


  • Determine if there is a citywide power outage by looking out your window for streetlights. If there is no power, power will be restored once local Electric Company can resolve issue.
  • If the power is out in a specific area of your unit, you should find the breaker box, which is contained in a metal panel located in your hallway. 
  • There are breakers (switches) in the breaker box. Each breaker should be facing the same direction. A tripped breaker will sit between off and on. Locate the breaker that matches the specific area where the power outage exists (e.g. the bathroom or kitchen) and flip that breaker off and then on. 
  • When power is restored, all of the breakers should be facing the same direction. You should also make sure that you are not placing excessive equipment on the circuit or else the breaker might continue to trip, causing loss of power. For example, if you have lost power to the kitchen area and you reset the breaker, but it trips again, check to see what is plugged into the kitchen outlets. 
  • If you have a bread machine, a toaster, a mixer, and a microwave all on the same circuit you might be creating an overload condition. In this case unplug one or two of the items and then try resetting the breaker. If the power remains out, and the breaker will not reset,
  • Submit a work order.

Bedroom, Bathroom or Kitchen outlet:

  • These rooms have special safety outlets called “GFI Outlets.” GFI outlets have two buttons: a test button and a reset button. Simply push the reset button to restore power.
  • If the outlet still does not reset check the breaker box to see if that breaker has tripped. Each breaker should be facing the same direction. A tripped breaker will sit between off and on. Flip that breaker off and then on. If the outlet still does not work
  • Submit a work order

Dishwasher – I used regular dish soap and it is now foaming everywhere?

If this happens, you have either used regular hand dishwashing soap in the dishwasher, or used too much dishwasher detergent. You MUST use dishwasher detergent, and follow the manufacturer’s suggested usage amounts. If you have used a non-dishwasher product, open the door and keep it open for about 2 hours to allow the bubbles to evaporate. Pour a cup of cooking oil into the tub and run the “RINSE” cycle. You may have to repeat this two or three time until the foam disappears.

What do I do if my toilet is clogged?

  • Attempt to plunge it. Management recommends purchasing a plunger for each unit.
  • If water is overflowing – turn off water (There is a valve located on the underside of the toilet). Every effort must be taken to mop up excess water.
  • Place a work order.

How can I hang pictures/posters on my wall?

  • We highly recommend using Duck Mounting Putty in hanging posters and such on walls and doors. Small tacks and/or picture hanger hooks maybe used.

Excessive wall damage by Command strips, large screws/nails, may result in damage to the walls, with damage costs charged to you.

Are there changes I am not allowed to make?

Major improvements, alterations, or damages to unit or the building cannot be made for the sole convenience of the occupants. Below are some, but not all, examples:

  • Installation of appliances or other major items that are not standard or provided.
  • Relocating the washer and/or dryer when they are already installed. -- Installation of hobby equipment, a pottery wheel, for example, and related hardware.
  • Installation of bars, room dividers, built-in-bookshelves/cases, etc.
  • Removal or disablement of any installed system equipment, such as heating units, plumbing, locking, and security devices. Also tampering with fire alarms and fire extinguishers are prohibited.

What does the fire alarm sound like, and what should I do if I hear it?

  • Smoke detectors within your unit will not trigger the building alarm system.
  • DO NOT open your unit door in airing out false-alarm smoke – this will alarm the building fire system.Fire Alarm will sound if smoke is detected in the hallways. The alarm will be loud “honk” type of sound, and strobe lights will flash throughout the building. You should calmly exit the building immediately.
  • Once outside your building, walk to the central Clubhouse for safety. The fire department will clear the building, and determine if it is safe to return.