This blog post was updated on November 23, 2021, to reflect new features offered by the ActiveBuilding app.

When something needs fixing in your apartment, never fear. The Pointe Brodie Creek maintenance team is here! Just submit a service request and help will be on the way to save the day.

The quickest and easiest means of submitting a service request is by using our resident app, where we already showed you how easy it is to reserve an amenity. Let’s explain how!

Step #1: Get the App

Every resident should have our app downloaded and be using all its handy features.

If you don’t already have it downloaded, just search for “Active Building” in the App Store or Google Play Store.

Once you download the app and enter your personal information, it will confirm your resident account here at The Pointe Brock and allow you to open the app.

Step #2: Tap the Services Tab

From the homepage of the app, you should select the three lines on the upper lefthand corner to open the menu, then scroll down until you see Service Requests.

Tap there to get started!

Step #3: Submit a Service Request

On the Service Requests tab, you should first see a board displaying New, In Progress, and On Hold service requests. This is where you can keep tabs on the requests you've submitted.

To submit a new request, you need to tap on the + button in the upper righthand corner of the screen. Then, the service request form will appear.

Here is where you will enter the details of your maintenance request. 

To submit the form, the app requires you to at least provide a Contact Phone Number and describe your problem. But, it would help us out greatly if you would also select a service category so we know which area of your apartment home needs service.

Pro Tip: We also highly recommend you take a photo and/or a video and upload it to this form. The more information you give us, the easier it is to complete your request!

Step #4: Track Your Service Request

Once your service request is successfully submitted to our team, you will see it displayed in the New status on the Service Requests tab. 

When a maintenance technician starts working on your request -OR- when they place your request on hold, you will see it move to the In Progress or On Hold status on the Service Requests page accordingly. You will also get email or text updates, depending on the communication methods you enabled during your account set-up. 

As service requests are completed, you will see them moved to the Closed section on the Service Requests tab.

PS: Our team will contact you if they have any follow-up questions or need to update you on the progress of your request. You are welcome to contact us as well with any updates or questions!

Emergency Service Requests

In the event of a maintenance emergency, do not submit a service request on our app. Again, we repeat, do not submit emergency service requests via the app!

Instead, give our office a call immediately at 501.221.3377. You can speak to a member of our staff during office hours or leave a message for on-call maintenance after office hours.

Our maintenance staff is available Monday through Friday from 8:00 AM to 5:00 PM. However, we also provide 24-hour emergency maintenance service seven days a week in the following cases:

• No heat in your apartment during winter when the outside temperature is below 60°.
• No A/C in your apartment during summer when the outside temperature is above 80°.
• Plumbing leak or sewer stoppage which might damage your personal belongings or the apartment property.
• Toilet stoppage if your apartment only has one bathroom.
• No electricity in your apartment.
• No water or hot water in your apartment.
• Broken or non-working exterior doors, locks, or windows in your apartment.
• Any condition which might cause a fire.
• A gas odor.

There you have it! That is the important information you need to know about submitting a service request in our resident app.

If you have any questions, send our team a message or give us a call of 501.221.3377.