Tenant FAQs

Answers to the questions we hear most often from residents about maintenance requests, repair responsibilities, emergencies, and simple troubleshooting steps to try before submitting a request.

Need help now?
Submit a maintenance request through your resident portal or call Coastal Group Inc. Realtors at (757) 233-9595.

Is This a Maintenance Emergency?

Call us immediately at (757) 233-9595. Do not wait to submit a request online if you have any of the following:

• A gas leak or smell of gas inside the home

• Active flooding, a burst pipe, or a major water leak

• No heat when the indoor temperature is below 55°F

• No air conditioning when the indoor temperature is above 90°F

• A sewage backup

• Fire, smoke, electrical hazard, or complete electrical failure

• A broken exterior lock that affects your security

Emergency maintenance requests receive priority attention. For non-emergency issues, please review the troubleshooting steps below, then submit a request through your resident portal if the issue is not resolved.

General Maintenance & Policy Questions

How do I submit a maintenance request?

Please submit maintenance requests through your resident portal whenever possible. Include a clear description of the problem, when it started, and whether it is getting worse. Photos or short videos are very helpful and may allow us to diagnose the issue faster.

For emergencies, call (757) 233-9595 immediately.

How quickly will my maintenance request be addressed?

Emergency issues receive priority attention. Non-emergency requests are reviewed and assigned based on urgency, vendor availability, parts, owner approval when required, and the nature of the repair.

Examples of urgent items include active leaks, loss of essential utilities, safety concerns, or conditions that could cause further property damage.

Do I need to be home when maintenance is performed?

In many cases, you do not need to be home if access has been properly arranged. Some repairs may require you to be present, especially if the issue involves pets, alarms, locked areas, personal belongings, or troubleshooting that requires your input.

Please make sure the work area is accessible before the vendor arrives.

Who pays for maintenance and repairs?

The property owner is generally responsible for normal repairs caused by age, ordinary wear and tear, or system failure.

Residents may be responsible for repairs caused by misuse, neglect, damage, failure to report problems promptly, clogged drains caused by tenant use, unauthorized repairs, or damage caused by guests, pets, or occupants.

Can I hire my own contractor to make repairs?

No. Please do not hire your own contractor or perform unauthorized repairs without written approval from Coastal Group. Unauthorized repairs may not be reimbursed and could create additional problems with insurance, warranties, or property damage.

What maintenance am I responsible for as a tenant?

Residents are generally responsible for basic upkeep, including:

• Replacing HVAC filters regularly

• Replacing light bulbs and smoke detector batteries when needed

• Keeping drains clear of grease, hair, food, wipes, and foreign objects

• Reporting leaks or maintenance issues promptly

• Keeping the home clean and properly ventilated

• Preventing damage caused by freezing, misuse, pets, or neglect

• Maintaining the yard if required by your lease

What if the repair is not fixed properly?

Please update your maintenance request or contact us with details. Let us know what was done, what problem remains, and whether the issue is the same, better, or worse. Photos and videos are helpful.

Electrical & Power

I lost power to a bathroom, kitchen, garage, or outdoor outlet. What should I check?

Many outlets in bathrooms, kitchens, garages, laundry areas, and exterior locations are protected by a GFCI outlet.

Before submitting a request:

1. Look for a GFCI outlet with “Test” and “Reset” buttons.

2. Press the “Reset” button firmly.

3. Check nearby rooms, bathrooms, garage outlets, and exterior outlets.

4. Check the electrical panel for a tripped breaker.

5. Turn the breaker fully off, then back on.

If power is still out, submit a maintenance request.

An outlet is dead, but the breaker looks fine. What should I do?

Try resetting nearby GFCI outlets first. A single GFCI outlet can control several other outlets in the home.

Also unplug anything that may have caused the outlet to trip, such as a hair dryer, space heater, pressure washer, outdoor lights, or appliance.

If the outlet still does not work, submit a request and include which rooms or outlets are affected.

A fuse or breaker keeps tripping. What should I do?

Unplug devices from the affected area and reset the breaker once. If it trips again, do not keep resetting it.

Repeatedly tripping breakers may indicate an overloaded circuit, faulty appliance, moisture issue, or electrical problem. Submit a maintenance request and tell us what was plugged in when the breaker tripped.

Gas & Safety

I smell gas in my home. What do I do?

Leave the home immediately and call the gas company or emergency services from outside the property. Then call Coastal Group at (757) 233-9595.

Do not turn lights on or off. Do not use appliances, phones, candles, lighters, or anything that could create a spark inside the home.

How do I relight the pilot light on my gas fireplace?

Only attempt this if you feel comfortable and the manufacturer’s instructions are available. If you smell gas, stop immediately and leave the property.

If the pilot will not light, will not stay lit, or you are unsure how to proceed, submit a maintenance request.

How do I test my smoke detector?

Press and hold the test button until the alarm sounds. If the detector does not sound, replace the battery if applicable.

If the smoke detector is hardwired, chirping after a new battery, missing, damaged, or not working, submit a maintenance request.

Heating & HVAC

My heat is not working. Where do I start?

Before submitting a request, please check the following:

1. Make sure the thermostat is set to “Heat.”

2. Confirm the temperature is set higher than the current room temperature.

3. Replace the thermostat batteries if the screen is blank or dim.

4. Check the HVAC filter and replace it if dirty.

5. Check the breaker panel.

6. Make sure vents are open and not blocked.

7. If you have gas heat, confirm the gas service is active.

If the indoor temperature is below 55°F and there is no heat, call (757) 233-9595.

My air conditioning is not working. What should I check?

Before submitting a request:

1. Make sure the thermostat is set to “Cool.”

2. Set the fan to “Auto,” not “On.”

3. Replace the thermostat batteries if needed.

4. Check and replace the HVAC filter.

5. Check the breaker panel.

6. Make sure the outside unit is clear of leaves, grass, or debris.

7. Do not set the thermostat extremely low.

During very hot weather, an air conditioner may only be able to cool the home about 15–20 degrees below the outside temperature. Setting the thermostat too low can cause the system to run constantly or freeze up.

If the indoor temperature is above 90°F and the air conditioning is not working, call (757) 233-9595.

How often should I change my furnace or HVAC filter?

Most filters should be changed every 30 days, unless your lease, filter type, or HVAC system requires a different schedule.

Dirty filters can reduce airflow, cause poor heating or cooling, increase utility bills, and damage the HVAC system.

Plumbing

My drain is slow or clogged. What should I do?

Try a plunger first. Do not use harsh chemical drain cleaners, as they can damage plumbing.

For bathroom sinks and tubs, hair is a common cause. For kitchen sinks, grease, food, and coffee grounds often cause clogs.

Submit a maintenance request if the clog does not clear, multiple drains are affected, sewage is backing up, or water is overflowing.

How do I shut off the main water supply?

The main water shutoff may be located near the water heater, in a garage, crawl space, utility closet, exterior box, or near the front of the home.

If you have an active leak, turn off the nearest fixture shutoff valve if possible. For major leaks or flooding, shut off the main water supply and call (757) 233-9595 immediately.

My dishwasher is not working properly. What should I check?

Before submitting a request:

1. Make sure the dishwasher is fully closed and latched.

2. Check that the garbage disposal is clear.

3. Run the disposal if the dishwasher is not draining.

4. Make sure dishes are not blocking the spray arms.

5. Clean the filter if your dishwasher has a removable filter.

6. Confirm the circuit breaker is not tripped.

If the dishwasher still does not work, submit a maintenance request and describe the issue.

Minor Repairs

There is a doorknob hole or small hole in the drywall. Am I responsible?

Damage caused by residents, guests, pets, moving furniture, door impacts, or misuse may be the resident’s responsibility.

Please report the issue rather than attempting an unauthorized repair. We can determine the appropriate next step and whether repair costs apply.

Can’t Find Your Issue?

If your issue is not listed here, submit a maintenance request through your resident portal and our team will follow up.

For urgent issues, call (757) 233-9595.

Contact Coastal Group Inc. Realtors

Phone: (757) 233-9595
Email: team@coastalgroupinc.com
Address: 4605 Pembroke Lake Circle, Unit #203, Virginia Beach, VA 23455