Intake categories
- Resident says
- Rotten eggs, gas, sulfur near an appliance
- Likely category
- Possible gas leak
- Response
- Emergency: tell the resident to leave and call 911 or Xcel Energy from outside
- Resident says
- Burning plastic, hot electrical smell
- Likely category
- Possible electrical fault
- Response
- Emergency: shut off power to the circuit if safe and send maintenance now
- Resident says
- Sewage, drain smell
- Likely category
- Plumbing or dry trap
- Response
- Same or next business day
- Resident says
- Cigarette or cannabis smoke from neighbors
- Likely category
- Smoke transfer
- Response
- Routine, with a log sheet for the resident
- Resident says
- Musty, damp, mildew
- Likely category
- Possible leak or moisture
- Response
- Within a day or two; check for active water
- Resident says
- Dead animal, decay
- Likely category
- Rodent or bird in a wall, vent or ceiling
- Response
- Within a day or two
- Resident says
- Chemical, paint, new carpet
- Likely category
- New materials or a recent treatment
- Response
- Routine, ventilate and check what was done recently
Ask the resident to describe the smell in their own words, then pick the closest category.
Why vague requests turn into repeat requests
A work order that says only bad smell in bathroom gets assigned to the next available tech, who walks in, smells nothing at two in the afternoon, sprays something and closes the order. The resident smells it again at nine that evening and opens a second request. After the third, they call the regional manager.
Many odors are intermittent. Smoke from a neighbor appears when that neighbor smokes. A dry trap smells after a few days without use. Corridor odors come and go with the weather and the building's air system. Asking when it happens, and having the resident note times for a few days, gives the tech something to work with.
Questions to ask at intake
- What does it smell like, in your own words?
- Which room is it strongest in?
- What time of day do you notice it, and does it come and go?
- Does it change when the heat, air conditioning or bath fan is running?
- Did it start after any work in your unit or nearby?
- Does anyone in the household feel ill when it is present?
Closing the loop
Assign by category
Plumbing to the plumbing tech, smoke transfer to the supervisor, decay to whoever handles pest and wall access.
Visit at the right time
If the odor happens in the evening, schedule the visit then, or have the on-call tech stop by.
Write what was found
Close the order with the source found or not found and what was done, not just completed.
Follow up in a week
A short check-in catches the requests that would otherwise reopen.
Common questions
Should techs carry air freshener for odor calls?
It closes tickets but tends to reopen them, and some residents react to fragrances. Better to carry a flashlight, a mirror, a bucket for traps and a notepad.
What if the resident's own unit is the source?
Handle it like any lease conversation: describe what was found, reference the lease, and document the visit. Keep the tone factual.
General information for Centennial, not a quote or professional advice. In an emergency, call 911.