VIRGIN RIVER PROPERTY MANAGEMENT

Maintenance Request & Emergency Guidelines

How to report maintenance issues and what to do when an urgent problem occurs at your rental property.

Last Updated: September 22, 2026

Virgin River Property Management works to respond to maintenance concerns promptly and coordinate appropriate repairs for properties under our management.

Residents can help us resolve maintenance issues efficiently by reporting problems as soon as they are discovered and providing complete information about the issue.

How to Submit a Maintenance Request

Routine maintenance requests should be submitted through the Virgin River Property Management resident portal once the portal is available for your property.

When submitting a request, please provide as much information as possible, including:

Your name
Rental property address
Best telephone number and email address
A clear description of the problem
When the problem began
Where the problem is located
Photos or video when helpful
Whether the problem is actively causing damage
Any troubleshooting steps already attempted
Information about access to the property

Providing clear information and photographs can help us determine the appropriate vendor and may reduce delays.

What Is a Maintenance Emergency?

A maintenance emergency generally involves an immediate or significant threat to the health or safety of residents or a condition that is actively causing substantial damage to the property.

Examples may include:

Active flooding or a major uncontrolled water leak
Fire or visible smoke
Strong smell of gas or suspected gas leak
Electrical sparking, burning, or another immediate electrical hazard
Loss of essential utilities when the problem is related to the rental property
A condition that makes the home materially unsafe to occupy
Major storm or structural damage creating an immediate hazard

Call 911 for Life-Threatening Emergencies

Do not use the maintenance request system for a life-threatening emergency.

If there is a fire, medical emergency, crime in progress, suspected gas emergency, or another immediate danger to life or safety, call 911 first.

After emergency services have been contacted and the immediate danger has been addressed, notify Virgin River Property Management as soon as reasonably possible.

Active Water Leaks

If water is actively leaking and it is safe to do so, residents should take reasonable steps to minimize additional damage while contacting VPM.

This may include shutting off an appropriate local water valve or the property's main water supply when the resident knows how to do so safely.

Do not attempt repairs that could create additional damage or place you at risk.

Gas Odor or Suspected Gas Leak

If you smell gas or suspect a gas leak, leave the building and move to a safe location.

Do not operate electrical switches, appliances, open flames, or other potential ignition sources.

Contact 911 or the appropriate gas utility emergency service and then notify Virgin River Property Management after reaching a safe location.

Air Conditioning

Air-conditioning problems should be reported promptly, particularly during periods of extreme Southern Utah heat.

When submitting an air-conditioning request, please include:

Whether the system is running
Whether air is coming from the vents
The thermostat setting and displayed temperature
Whether the problem affects the entire home
Any unusual sounds, smells, or leaks

Residents should not attempt to open, modify, or repair HVAC equipment unless specifically instructed by an authorized technician or VPM representative.

Plumbing Problems

Please report leaks, clogged drains, running toilets, water-heater problems, or other plumbing concerns as soon as they are discovered.

If a fixture is overflowing, turn off the local water supply when it can be done safely and notify VPM.

Electrical Problems

Report outlets, switches, breakers, lights, or other electrical components that appear damaged or are not functioning properly.

If you observe sparking, burning, smoke, or another immediate electrical hazard, move away from the affected area and treat the situation as an emergency.

Appliances

If an appliance supplied with the rental property stops working, submit a maintenance request describing the appliance and the problem.

Please include the brand or model number when easily available and any error code displayed by the appliance.

Locks & Security

Report damaged exterior locks, doors, windows, or other security-related property damage promptly.

If a break-in, attempted break-in, theft, or other crime has occurred, contact law enforcement first when appropriate.

Pest Concerns

Pest-control responsibilities can vary depending on the lease, property, type of pest, and cause of the condition.

Residents should report significant pest concerns promptly so VPM can review the situation and determine the appropriate next step.

Resident-Caused Damage

Residents should report accidental damage promptly, even when they believe they may be responsible for the repair.

Prompt reporting may help prevent a relatively small problem from causing more extensive property damage.

Responsibility for repair costs will be determined according to the lease, the circumstances of the damage, and applicable law.

Do Not Hire Your Own Vendor Without Authorization

Unless an emergency or applicable law requires otherwise, residents should not hire contractors or authorize repairs on behalf of the property owner without prior written approval from Virgin River Property Management.

Unauthorized repairs or alterations may not be reimbursed.

Vendor Access

Maintenance work may require access by VPM staff, property owners, contractors, technicians, or other authorized service providers.

Residents should provide accurate contact and access information when submitting a request.

Entry and notice procedures will be handled in accordance with the rental agreement and applicable law.

Pets During Maintenance Visits

Residents are responsible for safely securing pets before a scheduled maintenance visit.

Please notify VPM in advance if there are animals at the property that a vendor should know about before entering.

Maintenance Request Status

Some repairs can be completed during the first visit, while others may require diagnosis, owner authorization, specialty vendors, parts, or additional appointments.

Virgin River Property Management will make reasonable efforts to keep residents informed regarding significant maintenance requests.

Routine Maintenance vs. Emergency Maintenance

Issues that are inconvenient but do not create an immediate threat to health, safety, or significant property damage should generally be submitted as routine maintenance requests.