FACILITIES & MODERNIZATION/FACILITIES/ FAQ: WORK ORDERS & OTHER SERVICES
ARHA owns and manages 839 affordable housing units and 238 Section 8 and market rate units at 27 sites within the compass of the City of Alexandria. In order to manage the logistics related to the maintenance and operations of these sites, residents, staff, emergency callers and the general public, have access to our 24/7 answering system, which during business hours is answered by our staff and after business hours is answered by an operator. All calls related to emergency and maintenance are issued a work order number, ensuring that the call is logged into the electronic data base and forwarded to the proper department and staff handling the issuance and scheduling of the work orders.
Emergency work orders take priority over the routine work orders. Operators will ask the caller to describe the nature of the request to determine the priority level and then make the work order assignment accordingly. Routine work orders are responded in chronological order. Preventive maintenance work orders are scheduled for the off season periods when historically the numbers of maintenance calls are at the lowest level or the work order is related to periodical or seasonal changes (winter, summer, etc.).
Emergencies related to fire, accidents involving human life, explosions, criminal activity that may endanger human life or any other catastrophic event falls under the City of Alexandria emergency medical team service (EMT), which involves the Alexandria Police Department (APD) and Alexandria Fire Departments/Code Enforcement Division, all accessible by calling 911.
Callers should call directly 911 to report catastrophic emergencies. Do not call ARHA maintenance number for the above as it may waste valuable response time that may safe life and property.
Speaking in terms of property maintenance, an event or occurrence is considered an emergency when the health and safety of the occupant(s) is compromised or when there is the like hood or serious property damage to the building systems or structure.
Health and safety issues can be related to the malfunction of building systems such as heating during the winter months (refer to the City of Alexandria, Property Maintenance Code for heating season regulations), hot water, air condition (restricted to senior housing and/or residents with a proven disability on record), elements and/or water penetration due to the failure of the building envelope (damaged roof, windows, etc.), unsecured entry to a unit, sanitary plumbing system failure and other events that may impair the full use of the unit as intended.
The annual average response time to emergency work orders is within 24-hours. Actual response time to major emergencies is within 2-4 hours after the work orders has been issued to a technician.
During non-business hours, weekend and holidays, not routine orders are accepted by the operator and residents are advised to call back during normal business hours to place a work order request.
All qualified emergency calls are recorded during non-business hours, weekend, and holidays and transferred to emergency personnel on duty, who will respond within 2-4 hours, depending on the quantity and nature of the emergency calls. Major events will take precedent over events that although considered an emergency, do not pose an immediate risk to health or property.
WHAT IS THE RESPONSE TIME FOR ROUTINE WORK ORDERS?
The annual average response time to routine work orders is within 7-8 working days, well below HUD’s guideline of 21 days or less. Actual response time to routine work orders is 24-48 hours after the work orders has been issued to a technician and depending on the nature of the repairs. Exceptions, when critical parts or materials are not available, may increase the response time
ARE THERE CHARGES TO ARHA RESIDENTS FOR MAINTENANCE AND EMERGENCY CALLS?
As in the private housing industry, all landlords assess charges to the residents to the extent allowed by the Lease Agreement, the Rules and Regulations and HUD guidelines (CFR 24).
As a rule, all resident caused damages are charged back to residents, unauthorized changes to the premises, damages due to illegal activities as well as excessive wear, tear or abuse of the building systems. The cost of normal wear and tear is absorbed by the landlord. Please refer to the Residents Fees Schedule for further information and details.
ARHA’s Department of Asset Management or your Property Manager can answer other questions regarding charges, lease responsibilities, rules and regulations and local law and ordinances that my affect Alexandria residents.