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Troubleshooting Guide 
Prior to submitting a maintenance request for a component in your home, we ask the resident to attempt the troubleshooting steps listed below first, as often times it can resolve the issue.
Please see below for common items that fall under resident responsibilities. Make sure to check out the Video Resource page where you can find helpful videos to guide you through these common troubleshooting issues.
Resident Responsibilities & Troubleshooting
Plumbing—Water Shutoff
For the safety of our residents and the integrity of our homes, all our residents are required to know how to shut off the utilities to their home in the event of an emergency.
Houston & Bryan/College Station: Locate the exterior home/garage water valve and turn it off, or open the front yard meter box, which is closest to the street, and use a T-tool to turn off the valve.
Dallas & San Antonio: Locate the black rectangular meter box near the street. Turn the red valve the opposite direction of the pipe.
Townhomes with Fire Suppression Systems: Locate the valve box near the overhead door. Turn the valve the opposite direction of the plumbing line. If leaking persists, remove the panel and turn the internal valve. Use the attached key tag if necessary.
Toilets: Turn the valve behind the toilet clockwise until water stops.
Sinks: Turn the valve underneath the sink clockwise to shut off water.
Additional Plumbing Troubleshooting
Water Temperature: If the water is not hot after running for 5 minutes, please submit a work order in the Resident Portal.
Water Not Cooling: If your water is not cooling, please run your water for five minutes as the water lines are in the attic and the Texas weather can heat up the pipes in warmer months.
Noisy Pipes: Plumbing pipes will make noise at times and is not unusual to hear water running through drainpipes between the walls. Water supply lines sometimes produce clicking noises as they expand when hot water runs through the pipe and contract when the water cools down. These are normal sounds and does not indicate a problem.
Refrigerator Connection: The water line is behind the refrigerator. Your home will either have a push/pull knob or a turn knob. To open a push knob, push it in; to close it, pull knob straight down—do not pull away from the wall. A turn knob will open and close by turning the knob.
Clogs: The resident is responsible for clearing clogs that are obstructing water lines. If a resident believes the clog is a defect of the home, submit a maintenance request and SimplyHome will send a plumber to take a look and fix it. If the clog is caused by the resident, the resident will be charged on their ledger for the services conducted.
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Tip: Use a drain cover to catch unwanted debris from entering the plumbing line that can cause often times cause a clog. Common items are hair, fruit pits, cooking debris (grease/bones), too much toilet paper, small foreign objects, and small toys.
Troubleshooting—Clearing Clogs:
1. Take the drain plug off and remove any debris that is visibly seen obstructing the drain.
2. Pour baking soda and vinegar down the drain help flush any remaining particles down the line.
Irrigation Troubleshooting
The sprinkler operation and controls are managed by the individual resident. For single family homes, it’s recommended to water the back and front yard between 4-5 am, 3-4 times a week for 10 minutes and water the side yard 2-3 times a week for 2 minutes from April-October. If the yard is flooding after the sprinklers have run, adjust the controls to water less in that specific area and see if that corrects the issue. If not, turn off the back flow valve, and submit a maintenance request. Typically, repair results are not relayed back to the resident. For repair confirmations, please go to the Resident Portal and review the work order closing comments. If water is spraying during operation, please turn the controller off and submit a work order in the Resident Portal.
Irrigation Shutoff
Locate the backflow valve, consisting of two vertical pipes connected by a horizontal pipe. Turn both valves opposite of the plumbing direction to shut off irrigation water.
Sprinkler System Troubleshooting
1. To locate the owners manual, look on the control box mounted to the exterior of the garage to identify what brand irrigation you have. All owners manuals are located on the tenant portal under “Documents.”
2. There are 4-6 zones on the system, so be conscious of what zones you are changing.
3. The system is defaulted to run in the early am/late pm, so before concluding it'sts not working, confirm the current schedule. If you’re not getting power to the control box or it says, “NO AC”, make sure it’s plugged in and reset the GFCI in the garage.
4. Reset the circuit breaker located on the exterior of the home or inside the garage. Switch to the OFF position and back to the ON position.
5. Make sure the back flow valve on the side of the home is open/in line with the plumbing.
6. If water is spraying during operation from the main valve, this is because the valve bleeder was left open. These valves are used to winterize the system. Please close the valve.
Avoid watering two days prior to mowing service to relieve possible trenching.
Heating and Cooling Troubleshooting
Thermostat: Set your thermostat to a recommended 72° F for heating and 78° F for cooling. If you have a second floor, it’s likely to be warmer than the lower level. The thermostat has a five-minute time delay when switching functions. If you change functions during the five-minute delay, an additional five minutes will be added to the delay time. Wait the full time before expecting activation of the new function. On average, it takes the system 1 hour to drop 1 degree. The fan on the thermostat must be left in the AUTO position.
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DO NOT leave the thermostat in the ON position. Doing so will increase humidity levels in the home and may contribute to biological growth.
- DO NOT keep the thermostat below 70 degrees as this can cause the ducts to sweat and damage the HVAC equipment. When programming the thermostat DO NOT change it more than 3-4 degrees between scheduling periods.
Air Conditioning: The system is designed to give you about a 20° difference from the outside temperature. To avoid freezing the system, gradually drop the system 2° at a time until the desired temperature is met. For homes built in 2015 or before, residents are responsible for changing their air filters every 30 days. For homes built in 2016 or after, SimplyHome will change the air filter every 12 months since the air exchange is located in the attic. If the air conditioning unit malfunctions due to the lack of the resident replacing the air filters, the repair will be charged to the resident's ledger.
Heating: Upon the first couple times the heating unit is turned on, the resident may smell a slight burning smell. This is normal and will subside after it’s been run a couple times.
Troubleshooting—Fan Running but Not Cooling:
1. Be sure to change the filter every 30 days.
2. Reset the circuit breaker located on the exterior of the home or inside the garage. Switch to the OFF position and back to the ON position.
3. There is an additional breaker box for the air conditioner outside by the unit, make sure the switch is to ON.
4. Allow 10 minutes for the unit to reset.
Seasonal Changes: Some of the issues above may be the result of seasons changing. For more information on how to get ahead of these changes, please see our blog posts below:
- Top Tips for Spring Home Maintenance
- Fall Home Maintenance Checklist for Renters
- Winter-Ready Rentals: How to Prepare Your Home for the Cold
Electrical Troubleshooting
Power: If your home does not have power, please contact your energy provider to check for outages. If there is not an outage reported, please submit a work order in the Resident Portal.
Lights: If the lights do not turn on, make sure the switch is on and check the light bulb to confirm it had not burned out. If it still does not work, check and reset the GFCI. If needed, reset the breaker.
Outlets: If the outlet doesn’t work, make sure the wall switch isn’t switched to off. If it’s switched on, it’s possible the outlet has over-loaded. Reset the GFCI and if that doesn’t work, reset the breaker.
GFCI Reset Breaker Troubleshooting:
1. Check and reset all three GFCI outlets located in the kitchen and primary bath, and the garage. If GFCI outlets are not in the home, reset the circuit breaker located on the exterior of the home or inside the garage.
2. To reset the circuit breaker located on the exterior of the home or inside the garage, switch to the OFF position and back to the ON position.
3. Be sure your appliances (fridge, stove, microwave) are not plugged into the same wall as this can cause the circuit to overload.
4. Make sure the microwave is plugged on the wall opposite of your fridge.
Break-ins: If a resident’s home is broken into, a police report must be made first prior to calling SimplyHome to secure the property. If the lock device has been tampered with, the lockset will be rekeyed or replaced.
Electrical Shutoff
Houston, Bryan/College Station & Dallas: Locate the breaker box, found in the interior or exterior of the garage. Flip the main breaker to OFF.
San Antonio: Locate both breaker boxes, found in the interior and exterior of the garage. Flip the main breaker to OFF.
Gas Shutoff
To shut off the gas in the kitchen only, locate the valve under the cabinet near the stove and turn the opposite direction of the gas line. To shut off the gas in the entire home, locate the gas meter on the side of the house. Turn the valve until both holes line up. If you suspect a gas leak, vacate the home immediately. Contact your utility provider from a safe location.
Appliance Troubleshooting
Dishwasher: To clean dishes effectively, run the disposal before turning on the dishwasher. A clogged sink drain will cause a flood. Use only automatic dishwasher detergents in the recommended amounts. It is recommended to clean the strainer, pump, and spray arms every three months to remove objects that could clog the drain system. Before cleaning the interior of the dishwasher, wait at least 20 minutes after a cycle for the heating element to cool down. Failure to do so could result in burn injuries.
Troubleshooting—Not Turning On:
1. Confirm the light switch closest to the disposal is switched on.
2. Confirm the dishwasher is plugged in under the sink and the dishwasher door is closed.
3. Check under the sink to confirm the angle stop is turned all the way.
4. Reset all three GFCI outlets located in the kitchen, master bath, and garage. If GFCI outlets are not in the home, reset the circuit breaker located on the exterior of the home or inside the garage. Switch to the OFF position and back to the ON position.
Troubleshooting—Not Draining:
1. Turn on your disposal to clear any backflow in the line.
2. Clean/remove debris from the air gap hole.
3. Break up clogs by mixing 1 cup vinegar and 1/2 cup baking soda; pour it down the basket on the bottom of the dishwasher. After 15 minutes, rinse with boiling water.
Disposal: To use the disposal correctly, run cold water and turn the disposal on before depositing food into it. Make sure small objects that can fall into the disposal are cleared. Insert foods loosely and do not pack it full as that can jam the disposal. Keep the disposal running for approximately 15 seconds after the noise of grinding has completed.
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What not to put in a garbage disposal: coffee grounds, eggshells, onion skins, potato or other vegetable peels, hard foods, cooked or uncooked meats, oils and fats/grease, dry good such as rice or pasta or stringy fruits and vegetables, such as celery, onions, rhubarb, corn husks and banana peels. As a reminder, the resident is responsible for clearing clogs that are obstructing water lines.
Troubleshooting:
1. Check under the sink to confirm the unit is plugged in.
2. Turn the switch to the unit off and unplug to dislodge a possible jam with tongs.
3. Go under the sink and press the red reset button on the disposal to reset.
4. While under the sink, some models have a place to insert an allen/hex wrench into the hole. If yours does, insert the allen/hex wrench until the blades turn a full rotation in both directions.
5. Reset all three GFCI outlets located in the kitchen, master bath, and garage. If GFCI outlets are not in the home, reset the circuit breaker located on the exterior of the home or inside the garage. Switch to the OFF position and back to the ON position.
6. If unit hums, and does not spin, the unit is stuck by debris. Go to #4.
7. If unit hums, and stops, Go to #3, then go to remove debris—#4
Stove: If the stove/oven is not working, check the gas line. The gas valve is located under the bottom cabinet to the right/left of the stove. The handle must be in-line of the direction of the gas pipe to be on. The resident may need to let the air bleed out of the line by turning on the stove burner for approximately 5 seconds. If this does not work reset the GFCI and breaker.
- Make sure burner caps are placed, or it will not light.
Vent Hood: The range hood installed does not move a large amount of air, and when on is barely audible. Check that it is plugged into the cabinet above the range; the light should turn on. If there is not any power running to the vent, it’s possible a breaker tripped or the circuit has been over-loaded. Reset the GFCI and breaker.
Troubleshooting—Reset GFCI & Breaker: Reset all three GFCI outlets located in the kitchen, master bath, and garage. If GFCI outlets are not in the home, reset the circuit breaker located on the exterior of the home or inside the garage. Switch to the OFF position and back to the ON position.
Garage Door Lock Mechanism: Not every home comes with a garage door opener. If yours does not have one, to lock the garage, manually turn the bar lever until it locks into the frame. A previous resident may have installed an automatic garage door opener however, SimplyHome will not service the motorized unit nor supply remotes/codes to the unit since it was not installed by SimplyHome. If the remote is left, it will be placed on top of the opener inside the garage.
Gaps: When closed, garage doors are not meant be 100% sealed. You may see some gaps on the sides where light shines through. Depending on your area, you may receive some unexpected residents such as pests, rodents, and amphibians who may enter through the gaps. Please refer to the pest policy regarding extermination. The resident may purchase and install garage weather
striping to seal the gaps.
Personal Appliances
SimplyHome does not service resident-owned appliances such as refrigerators, washers, dryers, and microwaves. If a maintenance issue is determined to be caused by a personal appliance, the resident may be responsible for the service charge or repairs.
Emergency Services
If you have a utility emergency (see below what classifies as a common emergency), call the related service provider that is assigned to your community and inform them that you are a SimplyHome resident.
Common Emergencies:
An emergency is considered a hazardous or dangerous issue that, if not addressed immediately, could damage you or your family’s welfare or the property itself. Examples include (but are not limited to):
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Plumbing leak inside the home causing an area to flood
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Half the home including HVAC without power (If whole home, contact electric provider first to confirm there is not an interruption in service)
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Water outage (contact your utility provider first to determine there is not an interruption in service)
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Heat malfunction when the temperature inside the home is below 50°F
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Air conditioning malfunction when the temperature inside the home is above 90°F
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Strong smell of gas
Maintenance Request
If the troubleshooting is unsuccessful, we ask all our residents to submit their maintenance requests through the Resident Portal. Please expect to be contacted within 3 business days to schedule the repair. SimplyHome requires an individual 18 years or older to be present in the home when the service is conducted. Service calls are conducted Monday-Friday during regular business hours.
Please note If a service call is dispatched to a residence and it is determined that the issue could have been solved by the troubleshooting tips, was the resident's responsibility, or was damaged by the resident, the resident will be charged back for the service call/repair on their ledger.
