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925 1st ST., SW Roanoke, VA 24016

property info – propertyinfo@hthproperties.com ~ ALL RENTAL PROPERTY AND LEASING QUESTIONS
office – (540) 777-3711 ~ ALL GENERAL AND RENTAL INFORMATION
rental manager – (540) 777-3711 ~ RENTAL PAYMENTS, COMPLAINTS/CONCERNS
fax – (540) 266-3114

Service / Maintenance Requests

♦♦ Standard Hours of Business – Monday-Friday 9am-5pm EST ♦♦
Please call: 540-777-3711 – press 1 for Service

Our maintenance coordination team members are here to provide you with normal hours of business operation customer support.
<<PLEASE NOTE – work orders are addressed in the order in which they are received as well as their priority level. Duplicate service requests or voicemails may slow down our response time or cause scheduling issues with addressing your service issue. Please leave one message per issue/concern. A work order will be autogenerated and assigned to a service technician in our system at this time. The technician will reach out to schedule with you accordingly.>>

If you are unable to reach a live agent, please leave a detailed voice message containing a description of your service issue, your full name, contact number, full property address, if you have any pets, and if the service technician can enter the property without your presence (YES or NO or Yes but contact me by TXT first or Yes but contact me by PHONE first). A work order will be autogenerated and assigned to a service technician in our system at this time. The technician will reach out to schedule with you accordingly.

♦♦ After Hours Maintenance Emergency – Call Center ♦♦
Please call: 540-777-3711 – press 9 for Emergency Service
DIAL 911 for <criminal activity, fires, life threatening emergencies> and also report to the maintenance/service department after.

Maintenance Emergencies ~ [items below are considered “emergencies”]

♦ No Heat

♦ No Hot Water

♦ Loss of Electric Service: <Check the AEP app or website for local outages before making a service request as there may be a power outage in your neighborhood:>

♦ Loss of Water Service < Check the WVWA app or website for local outages before making a service request as a water service interruption could be in your neighborhood >

♦ Suspected Gas Leak < Report this immediately to Roanoke Gas Company and also inform our service department >

♦ Fast/Active water leak < examples ~ sewer backup, ruptured water heater, busted plumbing >

Our call center provides you with comprehensive, after hours maintenance support. One of our well trained representatives answer each call ready to troubleshoot, document service requests, and escalate issues based on the service issue at hand.
<<PLEASE NOTE – if your service issue is non-emergency related you will be prompted to call back during standard hours of business. Duplicate service requests or voicemails may slow down our response time or cause scheduling issues with addressing your service issue. Please leave one message per issue/concern. A work order will be autogenerated and assigned to a service technician in our system at this time. The technician will reach out to schedule with you accordingly.>>

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