Emergency Services
On-call Service Staff should be scheduled and prepared to respond to the following situations outside of scheduled office hours: (Please note - this list is not comprehensive and should not be instituted as policy until reviewed closely and property-specific emergency situations are included). Maintenance should always attempt to contact the resident to acknowledge the emergency and determine whether an immediate or next day response is necessary.
Items typically requiring an immediate response:
• Heating: If a resident complains of no heat or malfunctioning heat in the apartment, we must respond if the outside temperature is below 60 degrees.
• Air Conditioning: If a resident complains of malfunctioning air conditioning, we must respond if the outside temperature is in excess of 80 degrees. If the resident has a medical condition on file with the office, we must respond regardless of outside temperature. Working on a condensing unit after dark is not permitted due to safety concerns when dealing with high voltage and lack of sufficient light.
• Broken Window, Door, Latch, or Lock: All points of access to the apartment must be secured promptly.
• Frozen Pipes: When possible, thaw out pipes. If the pipes have burst, this is a high priority issue that must be addressed immediately. All efforts should be made to stop water flow to prevent further damage .
• SEWAGE BACK-UP: If in the event a main or plumbing back-up occurs in an apartment this is considered an emergency and must be addressed immediately .
• Lock Out: Each community must create, implement and publicize a policy regarding residents who are locked out of their apartment. If it is your policy NOT to assist after hours, you must provide your residents with an alternative such as a locksmith's number.
• Water Leak: All water intrusion is considered an emergency .
• No Electricity: Identify the source of the problem and repair if possible. If the utility provider has shut off utility, put the resident in touch with utility provider for service.
• Suspected Gas Leak: Use a combustible gas detector, and proceed with caution, being sure to air out the space thoroughly before entering. Turn off any pilot lights or sources of ignition. Extinguish all smoking materials. After all steps have been taken to determine the origin of the smell, if possible take corrective action to repair the leak and if needed notify the gas provider .
• Fire: Call the fire department immediately. Let the fire department take charge of the situation but be available to assist them as needed.
• Animal in Apartment: Respond at once if a resident reports a strange or wild animal in the apartment. You may need to call in an exterminator, licensed wildlife relocation officer or police officer to assist.
• Lift Station: If a lift station fails to operate and indicator lights illuminate, attempt to restart the pumps. If attempts fail, immediately notify a predetermined vendor for emergency service. In the interim, manually close valve to prevent further backflow.
• Toilet Inoperable in 1 bath unit: Respond to all requests immediately.
Items typically requiring a next day response:
• Refrigerator Inoperable: A closed refrigerator will keep items cool/frozen for several hours. However, if you are unable to remedy in time to prevent food spoilage, replace the appliance with a functioning unit from the maintenance shop or another apartment.
• Lack of Hot Water: If the resident is agreeable, respond to such requests by 9 AM the next morning, however, if the resident insists, immediate service should be provided.
• Garbage Disposal Jammed: Request that the resident not use their kitchen sink until the next day. Respond to such requests by the end of the next business day.
• Range not working: Typically this would be a next day response the only time this should be addressed as an on-call emergency is during a holiday.
