At Housing and Residence Life, we can assist with maintenance issues in your room, suite or residence hall shared spaces. The facilities team will support and deliver safe, secure, and well-maintained residential environments. We count on you to report maintenance issues quickly so they can be resolved as quickly as possible.
Before You Submit a Request
Please check if the issue is a simple fix that can be resolved quickly:
- Reset a tripped outlet
- Confirm thermostat settings
- Check batteries in remotes
- Check appliance plugs
DO NOT SUBMIT WORK ORDER FOR WIFI, LAUNDRY OR VENDING MACHINE ISSUES.
CONTACT THE SERVICE PROVIDER. PLEASE CHECK THE RESPECTIVE WEB PAGES FOR MORE INFORMATION.
Maintenance Tips
- Keep windows closed when AC or heat is running
- Do not block or restrict vents
- Use blinds or curtains during extreme temperatures
- Keep thermostat FAN on AUTO
Emergency HVAC Issues
- No heat during freezing temperatures
- Burning smells or water leaks from HVAC Units
- Complete loss of airflow
- Electrical concerns
Maintenance Support FAQ
How do I submit a work order?
For all non-emergency repairs or housekeeping concerns, please log in to the Access Maintenance Portal using your Mason credentials. If you are experiencing a maintenance emergency such as flooding or a complete power outage, do not use the online portal. Instead, contact your nearest resource desk immediately for assistance.
What is considered a maintenance emergency?
A maintenance emergency includes issues that protect safety or prevent major damage. Examples: Flooding, no heat during winter, electrical hazards/sparks, gas smells, or broken exterior doors affecting safety. For these, call Facilities Customer Service at 703-993-2525 or your 24/7 housing desk immediately.
When do I get a response for my work order after submitting?
Requests are reviewed and sent to the appropriate facilities staff for follow-up. Most standard requests are addressed within 24 to 48 hours. However, please be aware that complex issues involving specialized parts or external contractors may take longer to resolve. Maintenance staff may enter your room to complete repairs even if you are not present.
How do I check the status of my existing request?
If you want to check the status of a repair you have already submitted, please contact your nearest housing desk. They have access to the tracking system and can provide updates on where your request stands in the queue.
What information do I need to include in the request?
Provide your exact building and room number. Include campus specifics (Fairfax Housing, University Townhouses, or Beacon Hall). Describe the issue clearly (e.g., 'Bathroom sink is leaking underneath'). Mention when the issue started and if it affects your safety. Adding photos is highly recommended.
Should I submit a work order for WIFI or Vending issues?
No. Do not submit a maintenance work order for WIFI, vending machines, or laundry machines. These services are managed by external providers. Refer to our specific support pages for those services for faster assistance.
Can I control the temperature in my room?
Some residence halls have adjustable thermostats, while others use centrally managed systems. Thermostat options vary by building. Please keep the FAN in your thermostat on AUTO to ensure proper system operation.
Why is the AC not cold enough?
During seasonal transitions, systems may operate differently as buildings switch between heating and cooling modes. If the building is in heating mode, the system cannot provide cooling until the seasonal transition is complete.
Can I bring a fan?
Yes. Many students use fans to improve airflow and comfort in their room during warmer periods or seasonal transition windows.
24/7 Resource Desks
Please contact your nearest Housing Desk if you have specific questions about a work order or the maintenance process.
703-993-2720 | housing@gmu.edu