For Current & Prospective Residents
TENANT MAINTENANCE — How to submit a maintenance request through the Valley Homes Maintenance Portal powered by Latchel, what counts as an emergency, who pays for what, and the routine upkeep your lease requires. For renters in Huntsville, Madison, Athens, and across North Alabama.
Everything you need to keep your Valley Homes rental in great shape — how to submit a request through Latchel, what counts as an emergency, who pays for what, and the routine upkeep your lease requires.
Submit a Maintenance RequestThe Request Process
Submitting a Maintenance Request Through Latchel — Step-by-step instructions for Valley Homes residents in Huntsville, Madison, Athens, and across North Alabama to submit a non-emergency maintenance request through the Maintenance Portal.
All non-emergency maintenance requests are handled through our Maintenance Portal, powered by Latchel. The portal is built for residents — fast to use, transparent end-to-end, and accessible from any device. (Your Tenant Portal at valleyhomeshuntsville.com, powered by Buildium, is a separate system for rent, finances, and lease documents.)
-
Open the Maintenance Portal
Go directly to your Valley Homes Maintenance Portal, powered by Latchel. You can get there from the Submit a Maintenance Request button below — or save the link for next time.
-
Submit a New Request
Click Submit a New Maintenance Request. Describe the issue clearly — what's broken, where it is, and how long it's been happening.
-
Add Photos or a Short Video
Visuals help us route the request to the right vendor without a second trip. A quick photo of the leaky valve, the error code on the appliance, or the spot on the ceiling is usually enough.
-
Set Your Availability
Tell us when you're home or when it's okay for a technician to enter without you. The faster we can match availability, the faster you get a fix.
Latchel Resident Features
The Portal Does More Than Submit Requests — Eight Latchel-powered tools available to Valley Homes residents inside the Maintenance Portal: update availability, attach photos and videos, track real-time work-order status, confirm completion, rate service, report incomplete fixes, cancel work orders, and request live assistance from Latchel.
Latchel was built for residents, not just landlords. Once your work order is in, here's what you can do without ever picking up the phone.
-
Update Your Availability
Let us know the best times for a technician, and update it as your schedule changes.
-
Add Photos, Videos, or Notes
Attach more context to an open work order any time — even after submission.
-
Track Real-Time Status
Watch as the request moves from submitted → assigned → scheduled → complete.
-
Confirm Completion
Once the technician finishes, confirm the work is done and the issue is resolved.
-
Rate the Service
Share your feedback after a vendor visit so we know which pros are pulling their weight.
-
Report an Incomplete Fix
If something was missed or didn't fully resolve, flag it and we'll re-dispatch.
-
Cancel a Work Order
Cancel a request you no longer need.
-
Request Live Assistance from Latchel
Need help troubleshooting? Ask through your work order.
Know the Difference
When to Call 911, When to Call Us, and When to Submit Online — A three-tier triage guide for Valley Homes residents covering life-safety emergencies, maintenance emergencies, and routine non-emergency requests through the Maintenance Portal.
Not every problem is an emergency, and not every emergency is a maintenance issue. Here's the framework we use — and the lease backs it up.
-
Severity 01 · Life-Safety
Life-Safety Emergency
Call 911 firstThese situations are life-safety emergencies, and you should dial 911 immediately:
- Fire or smoke
- Gas leak or strong gas smell
- Overflowing sewage or uncontrollable running water causing active damage
- Electrical shorts, sparks, or arcing
- Crime in progress
After 911 has been called and the immediate danger is addressed, contact our maintenance emergency line so we can dispatch a vendor and protect the property.
-
Severity 02 · Maintenance Emergency
Maintenance Emergency
Call (256) 482-1019Anything that threatens the safety of the home or its occupants but isn't a 911 call:
- Active water leak or flooding
- Sewage backup
- Total loss of heat or A/C
- Tree fallen onto the home or blocking the only entrance
- Broken exterior door or shattered window that leaves the home unsecured
Our emergency line is monitored after hours, on weekends, and on holidays.
-
Severity 03 · Non-Emergency
Non-Emergency Request
Submit through the Maintenance PortalEverything else goes through the Maintenance Portal (powered by Latchel):
- Appliance repairs
- Slow drains
- Leaky faucets that aren't actively flooding
- HVAC tune-ups
- Minor electrical issues
- Cosmetic and small wear-and-tear repairs
We typically dispatch a vendor within a few business days, depending on vendor availability and parts.
Who Pays for What
Repair Responsibilities — Owner Side and Tenant Side — Plain-English breakdown of owner-pays and tenant-pays repair responsibilities for Valley Homes Realty & Property Management residents in Huntsville, Madison, Athens, and across North Alabama.
Your lease lays out exactly who pays for which repairs. Here's the plain-English breakdown.
The Owner Pays For
- Roof, walls, and foundation
- Major plumbing and electrical systems
- HVAC system (when failure is from normal use)
- Smoke and carbon monoxide detector units themselves
- Provided appliances listed in your lease — refrigerator, microwave, range/oven, dishwasher, washer, and dryer where included — when failure is from normal use
- Repairs from fire, storm, or other casualty not caused by tenant negligence
The Tenant Pays For
- Any damage caused by negligence or misuse — by you, a household member, a guest, or any person on the property with your consent
- Clogged toilets, drains, or lines not caused by broken main service lines or tree roots, including garbage disposal clogs
- A vendor service fee if you fail to appear at a scheduled appointment
- A service call where the issue turns out to be a tripped circuit breaker, a blown fuse, a reset button, user error, or no problem at all
- Overtime labor charges for an after-hours, weekend, or holiday call that turns out not to be an emergency
- Minor repairs: light bulbs, blinds, shades, curtain rods, window coverings, pilot lights, broken or cracked interior or exterior windows, torn or ripped window/door screens, keeping the roof and gutters free of debris
- Lockout service: $50 during normal business hours; $100 after hours (service not guaranteed)
- Re-keying locks if desired; locks may not be changed without written landlord permission, and if changed, three sets of new keys must be provided to the office within 24 hours
- Pest control and rodent removal
- HOA violation fines charged back for any non-compliance with your community's covenants
What You're Responsible For
Routine Upkeep Required by Your Lease — Routine tenant upkeep responsibilities for Valley Homes residents in Huntsville, Madison, Athens, and across North Alabama: HVAC filters, smoke detector batteries, winterizing, yard care, housekeeping, pest control, HOA compliance, grilling safety, vehicle parking, and prompt defect reporting.
Some routine upkeep is required by your lease and is part of every Valley Homes tenancy. Staying on top of these items protects your security deposit and keeps small issues from turning into expensive ones.
-
HVAC filters
Change every 60 days. If servicing or cleaning is required due to neglect, you'll be billed by the approved vendor.
-
Smoke and carbon monoxide detectors
Test and replace batteries twice a year, and immediately report any malfunction. You are liable for loss or damage from fire, smoke, or water if a detector was disconnected or its batteries weren't replaced.
-
Winterizing
During cold-weather events, keep the Premises heated and disconnect the outside water spigot, per the winterizing requirements in your lease. You are liable for damage caused by broken pipes if these requirements aren't met. Let our office know if you'll be away for extended periods so we can keep an eye on the property.
-
Yard care
Unless otherwise agreed in writing — care for trees, shrubs, flower beds, and lawn; control weeds, treat fire ants, and remove nests. Mow and water regularly May through September.
-
Housekeeping
Keep the interior and exterior of the home neat, clean, and free of nuisances, hazards, and objectionable features. Trash must be disposed of weekly in appropriate receptacles per local ordinance.
-
Pest control
Unless otherwise agreed — tenant is responsible for pest control and rodent removal.
-
HOA compliance
Follow the rules of the homeowners association attached to your lease.
-
Grills and outdoor cooking
Grills must not be used within 10 feet of any building; you're liable for damage from misuse.
-
Vehicles
No parking on the lawn, and no boats, trailers, campers, or commercial vehicles stored on the property without written landlord consent.
-
Promptly report defects
Notify our office of any accident or defect to the roof, walls, foundation, pipes, wiring, or appliances, and immediately report any malfunction of electrical, plumbing, HVAC, or smoke detector systems.
Maintenance FAQ
Common Maintenance Questions from Valley Homes Residents — Frequently asked maintenance questions covering request submission, emergency triage, repair responsibility, lockouts, HVAC, garbage disposal, locks, and 48-hour entry notice for residents in Huntsville, Madison, Athens, and across North Alabama.
-
How do I submit a maintenance request?
Open the Valley Homes Maintenance Portal, powered by Latchel — click the Submit a Maintenance Request button anywhere on this page. Describe the issue, attach photos when you can, and set your availability.
-
What counts as a maintenance emergency?
Anything that threatens your safety or the structural integrity of the home: active water leaks, sewage backup, gas smell, electrical sparks, total loss of heat or A/C, fire, or a fallen tree damaging the home. Call (256) 482-1019 for maintenance emergencies. Call 911 first if life or safety is in immediate danger.
-
Can I just text or email my Property Manager a maintenance request?
No — per your lease, all non-emergency maintenance requests must be submitted through the Maintenance Portal. Requests sent through text, email, or in passing cannot be tracked and are not guaranteed to be acted on.
-
Who pays for repairs — the owner or me?
The owner pays for ordinary repairs to the roof, walls, foundation, plumbing, electrical, HVAC, and provided appliances. You're responsible for damage caused by negligence or misuse, missed-appointment vendor fees, no-problem service calls (tripped breakers, user error), overtime charges for non-emergency after-hours calls, and minor repairs like light bulbs, blinds, broken windows, and torn screens. See Tenant vs. Owner Responsibility above for the full breakdown.
-
How fast does maintenance get handled?
Emergencies are dispatched immediately. Non-emergency requests are typically scheduled within a few business days, depending on vendor availability and parts.
-
Will the technician need me to be home?
Sometimes. Use the Update Availability tool inside Latchel to set the windows that work for you. If it's okay for a technician to enter without you, you can note that in the work order.
-
What if the repair isn't fully fixed?
Use the Report an Incomplete Maintenance Request option inside your work order. We'll re-dispatch the vendor or escalate to a different one.
-
Can I add photos to a request after I've already submitted it?
Yes. Open the work order in the Maintenance Portal and use Add Images or Files. The more visual context we have, the faster we resolve the issue.
-
Will I be charged for after-hours emergency service?
No, if it's a true emergency. Yes, if you request after-hours, weekend, or holiday service for something that isn't a real emergency, you'll be responsible for the overtime labor charge per your lease.
-
How much notice does Valley Homes give before entering my rental?
Per Alabama State Law (§35-9A-303) and your lease, we provide at least 48 hours' notice before entering for non-emergency reasons. In a true emergency or by court order, we may enter without prior notice.
-
My HVAC isn't cooling/heating. Is that an emergency?
A total loss of heat or A/C is treated as a maintenance emergency — call (256) 482-1019. A slow performance issue or HVAC tune-up should be submitted as a non-emergency through the Maintenance Portal.
-
My garbage disposal is clogged. Who pays?
Garbage disposal clogs are the tenant's responsibility per your lease — along with toilet, drain, and line clogs not caused by broken main service lines or tree roots.
-
I'm locked out. What do I do?
Call our office for lockout service: $50 during normal business hours, $100 after hours per your lease. Service is not guaranteed — if we can't get there, you can hire a licensed locksmith at your own expense.
-
Can I change my locks?
Not without written permission from Valley Homes. If approved, the new locks must be rekeyable, and you must provide three sets of new keys to our office within 24 hours per your lease.
Need Help?
Talk to a Valley Homes Team Member — Direct contact lines for the Valley Homes Realty & Property Management team serving residents in Huntsville, Madison, Athens, and across North Alabama. 24/7 maintenance emergency line, main office hours, and senior escalation contact.
Most maintenance questions are resolved fastest through the Maintenance Portal. If you'd rather speak to someone, we're here.
24/7 Emergency Line
Maintenance Emergency Line
(256) 482-1019Office Hours