11 Sumner Road Maintenance, Emergency Repairs, and Lockouts
We encourage you to promptly report all maintenance problems you may be experiencing.
Regular Maintenance Requests
Please call the office at 617-495-5534 during regular office hours or submit your request online by logging in to the resident portal and then clicking “Work Order” in the left-hand menu bar. NOTE: Requests and emails submitted outside regular office hours will be reviewed the next business day. You (and your roommates, if applicable) will receive email confirmation when the work request has been generated. The submitter of the request will be able to view additional information online by following the login instructions above.
Please call the office at 617-495-5534. If the office is closed, you will be instructed to press “0”, which will connect you to the Operations Center. An operator will take your information and then page on-call personnel to assist you.
Please remember to take your keys with you when you leave your apartment.
Lockouts during regular office hours: Come to the Property Management Office (28 Fernald Drive, Rear), where you may sign out a key to access your apartment. There is no charge, provided you return the key the same day. If the key is not returned by the deadline, management will change your apartment door lock/core and you will be charged a $200.00 key/lock replacement fee.
Lockouts after office hours: Call our emergency request number: 617-495-5534. You will hear a message asking you to press “0” if you need emergency assistance. Explain that you are locked out of your apartment and provide your telephone number, building, and apartment number. An arrangement will be made for you to meet our on-call personnel.
Fee for after-hours lockout calls: There is a $100.00 charge for after-hours lockout calls, payable by check, tenant ledger, or via your student bill (if applicable). You must authorize this charge by signing a Lockout Call form when you meet with our staff (this form must be signed before management will let you into your apartment). A valid ID is required and you must be named on the lease or on an approved Harvard University Housing (HUH) Authorized Occupant Form to gain access to the apartment or to purchase additional keys and swipe cards (if applicable).
Additional or replacement keys and swipe cards: These may be purchased during office hours only. Payment must be made by credit card. Please see “Housing Policies and Procedures for Harvard University Housing Tenants” for details regarding restrictions and fees for additional or replacement keys and swipe cards.
NOTE: One business day is required to make new keys.