FAQ's

How do I submit a maintenance request?

To submit a maintenance request, you need to go to the housing portal at starrez.its.sfu.ca. You will need to log in (use your housing ID number and housing password that was given to you when you applied for Residence - email housing@sfu.ca if you forgot it). On the top left side of the page, you will see "Maintenance" - click on it and follow the instructions.

When you click on “1. Room Requests”, the resulting request will be identified as having originated from your room or suite (specific bedroom number if you live in Townhouses). This is intended to be used for reporting maintenance issues in your bedroom (SHR, MCH, Townhouses and Towers) or suite (HAM and CCIC).

Click on “2. Shared Space Requests” if you are reporting a maintenance issue in another room in your building. You will then be able to select from a list of all the shared rooms in your building. (*We are working on fixing the 'glitch' that may prevent you from choosing a particular common shared room.  If the room you are looking for doesn’t appear on the list, please report the maintenance issue through “1. Room Requests” and note the room number in the Description field of your request.

Where does the maintenance request go after I submit it?

When you submit the maintenance request through the online portal, it creates a record in our StarRez Room Maintenance module. Staff in the Residence Facilities Team review the new requests daily, then determine the appropriate response, and oversee any corrective action.

I reported several items on the same day.  Why doesn't it all get fixed at once?

The various trades (carpenter, plumber, electrician, etc.) are qualified to do only the work in their area of expertise. If you report that a closet door is damaged, a light isn’t working and a faucet is dripping, we may need to send a carpenter, an electrician and a plumber to complete the required work. The various trades work independently from one another, so they will generally arrive at different times.

What should I do if an issue hasn't been fixed in a reasonable amount of time after I submit a maintenance request?

Please be assured that we make every effort to attend to all requests in a timely manner.  Higher priority items are addressed first.  If you are concerned that a particular high-priority request has not been addressed, please send an email to resfixit@sfu.ca, including the submission date and nature of your original request.