Emergency Maintenance Procedures

Most maintenance issues can be handled during normal business hours. Some, however, can’t wait. This article explains what counts as an emergency, what to do in different situations, and how to reach us.

In a true emergency, acting quickly and correctly can protect your safety, your belongings, and the property. Clear steps also help us respond as efficiently as possible.

Emergencies are problems that:

• Threaten life or safety, or

• Risk serious damage to the property if not addressed immediately.

Examples (not a complete list):

• Active fire or strong smell of gas.

• Major water leak or flooding that won’t stop.

• No heat in very cold weather or no functioning plumbing in the entire home.

• Sewage backup into the home.

• Broken exterior door or window that leaves the home unsecured.

These are important, but usually not emergencies:

• Dripping faucet or small under-sink leak you can catch in a bucket.

• Single burner not working on the stove.

• Closet door off track.

• Loose cabinet hinges.

• Minor appliance issues that can wait until the next business day.

For non-emergency requests, please use the standard maintenance request in your tenant portal.

1. Call 911 first.
   In the event of a fire, a suspected break-in, or any situation where someone’s safety is at risk, call emergency services first.

2. Once you’re safe, contact us to report property damage or needed repairs.

1. Do what you can safely to stop or limit the damage.

   1. Turn off the main water valve if you can locate it safely.

   2. Place towels or a bucket to contain water if possible.

2. Call our emergency maintenance line.

   1. Use the emergency number provided in your lease or tenant portal.

   2. Leave a clear message if prompted: name, address, call-back number, and what’s happening right now.

3. Follow any instructions given.

   1. We may guide you through shut-offs or immediate safety steps while we coordinate a response.

4. Stay available by phone.

   1. Keep your phone nearby so that a vendor or we can reach you with questions or updates.

• We may schedule follow-up work once the immediate danger is handled.

• Take photos of damage to your personal belongings for your renter’s insurance claim.

• If the issue came from a preventable misuse, charges may apply; otherwise, this is usually an owner expense.

• Maintenance Requests – How to submit non-emergency maintenance issues.

• Renter’s Insurance Requirements – Why insurance matters when your belongings are damaged.

• Smoke & Carbon Monoxide (CO) Alarms – How to keep your detectors working.

• Service Interruptions – What to know about power, water, or internet outages.