Submit a Repair Request

How Our Repair Request Process Works

Keeping your home safe, comfortable, and in good working order is a shared effort between you and Green Ocean Property Management. Our maintenance process is designed to be simple and clear, so you always know what to do and what happens next. Here is how it works from start to finish.

Step 1: Check the quick fixes above

Many common problems, such as a clogged drain, a tripped breaker, or a thermostat set incorrectly, can be resolved in a few minutes without a service visit. Start with the troubleshooting tips in the sections above. If one of them solves the problem, you are done. If not, move on to the next step.

Step 2: Submit your request through the tenant portal

Log in to the repair portal and describe the issue. The more detail you give us, the faster we can send the right person with the right tools. Please include the room or area affected, when the problem started, whether it is getting worse, and any steps you have already tried. Photos or short videos are very helpful when you can add them. If you are logging in for the first time and need help, call our office at (617) 487-4868.

Step 3: We review and schedule the repair

Our team reviews each request, decides how urgent it is, and arranges for a qualified technician or vendor to handle the work. We will get in touch with you to coordinate access to your home. Please let us know about the best times to reach you, and tell us about pets or other details we should know before someone enters.

Step 4: The work is completed and followed up

After the technician finishes, we confirm the issue is resolved. If the problem returns or something still looks wrong, reply to the original request or contact us right away so we can make it right.

What Counts as a Maintenance Emergency?

A maintenance emergency is a problem that threatens your safety, puts the building at risk, or could cause serious damage if it waits. Examples include:

• A burst or leaking pipe, or flooding that cannot be stopped
• A sewage backup or no working toilet in a single-bathroom home
• No heat during cold weather
• Sparking outlets, exposed wiring, or a burning smell from an electrical source
• A broken exterior door or window lock that leaves your home unsecured
• Storm, fire, or water damage affecting the structure of your home

If anyone is in immediate danger, if there is a fire, or if you smell gas, leave the home and call 911 first. For a gas odor, also contact your gas utility from a safe location. Once everyone is safe, call our emergency maintenance line at 888-552-7577 so we can send help.

Emergency and Office Contacts

For urgent maintenance problems, call 888-552-7577. For general questions, help signing in to the tenant portal, or follow-up on an existing request, call our office at (617) 487-4868 or email hello@greenoceanpm.com. Please use the emergency line only for true emergencies, and use the repair portal for routine requests so every issue is tracked and handled in order.

Tips While You Wait for a Repair

If water is leaking, shut off the nearest valve if you know where it is and can reach it safely. Move furniture and belongings away from wet areas. Keep pets and children away from the problem area, and never attempt electrical or gas repairs yourself. Take photos of any damage, and keep a record of when you contacted us. These small steps help prevent further damage and help our team resolve the problem quickly.

Preparing for a Technician Visit

A little preparation helps every repair go faster. Clear a path to the problem area, such as the space under a sink, the area around a water heater, or the wall near a thermostat. Secure pets in another room, and let us know if anyone in the home needs extra time to answer the door. If you cannot be home during the visit, tell us when you submit the request so we can discuss access options with you ahead of time. Keep your phone nearby, because a technician may call or text to confirm arrival or ask a quick question about the issue.

Repair Request FAQs

When should I call instead of using the portal?

Call 888-552-7577 only when the problem is urgent, meaning it affects safety or could cause serious damage if it waits. For everything else, the repair portal is the best way to reach us because it creates a written record of your request, the details you provided, and the date you contacted us.

Do I need to try the troubleshooting tips first?

We ask every tenant to read the advice above before submitting a request because simple fixes often resolve the problem right away. You never need to attempt a repair that feels unsafe or beyond your comfort level. If you are unsure, contact us and we will point you in the right direction.

What details make a repair request faster to resolve?

Clear descriptions and photos make the biggest difference. Tell us exactly where the problem is, what you noticed, when it started, and whether anything changed beforehand, such as a storm, a power surge, or a recent repair. The more specific the details, the easier it is for us to send the right technician with the right parts on the first visit.

Who do I contact if I cannot log in to the portal?

Call our office at (617) 487-4868 or email hello@greenoceanpm.com and our team will help you get signed in. If the problem is an emergency, do not wait for portal access. Call 888-552-7577 right away.

Where can I find out what my lease says about repairs?

Your lease explains how maintenance and repairs are handled for your home. If you have a question about who is responsible for a particular repair, review your lease or contact our office and we will walk you through it.