For our purposes, a property management maintenance emergency is any issue that our clients need notified of immediately.
As a call center, we leave it up to our customers to determine what they consider an emergency.
Some property management companies leave it up to their tenants. If a tenant calls in and answers “yes” to a question asking whether the situation is an emergency, then the call is dispatched to the on-call. It is then up to the company’s on-call maintenance person to communicate with the tenant and determine the course of action.
Allowing the tenant to determine urgency can be abused, so the majority of property management companies use a pre-defined list of maintenance emergencies. When a tenant calls with a maintenance issue that matches an item on the list, the call is immediately dispatched to maintenance. If the issue doesn’t match an item on the list, the tenant is notified that their request has been recorded and will be handled during regular business hours.
List of Common Emergency Maintenance Issues
Below is our default list of property management maintenance emergencies. We use this list as a starting point for new property management clients, who are given the freedom to modify the list to match their policies.
- Freezer Out
- No A/C
- No Electricity
- No Heat
- No Hot Water
- No Water
- Pipe Frozen
- Refrigerator Out
- Toilet Clogged
- Water Leak