What is an Emergency Maintenance Request?

Apartments are pretty complex places, and things are bound to go wrong from time to time. So, how's a renter to know when it's appropriate to file a routine maintenance request or opt instead to press the proverbial “red button" to summon emergency assistance?

At this point, it's important to note that the coronavirus pandemic has caused many apartment complexes to shift gears and only offer maintenance services for true emergencies at this time. It's an inconvenience for sure but it's being done to keep residents and maintenance workers as safe as possible.

What does emergency maintenance mean?

The concept of what qualifies as emergency maintenance can seem convoluted to the uninformed tenant, but it actually isn't. Basically, if the issue at hand presents a safety issue or potential for property damage, call for emergency maintenance post haste. If not, wait until regular business hours resume.

Types of emergency maintenance requests

• Natural gas smell. Such a leak can cause disastrous consequences, including death. Never hesitate to make the call if you suspect a gas leak.
• A broken water line, flooding or a small leak that appears to be getting worse. Those things can go from zero to 60 pretty quick, causing significant damage.
• Fire. Before you call for emergency maintenance, however, dial 911.
• Septic tank back-up or failure. Aside from being gross and unsanitary, this problem can also cause major damage.
• Non-functioning heat during periods of freezing temperatures
• Non-functioning air-conditioning during periods of hot weather
• Power outage. Sometimes, there's nothing maintenance can do about an outage, such as when severe weather strikes. However, random or frequent unexplained power outages can cause other safety problems, so it should be addressed.
• A broken door lock. No one should be able to access your apartment except for you and trusted individuals. A broken door lock leaves a resident vulnerable and endangered.

When not to call for emergency maintenance

• Clogged toilet
• Broken or non-functional light bulb
• Heating or air-conditioning malfunction in non-extreme temperatures
• Appliances on the fritz, like the ice maker or oven
• A drip/leak so weak that it can be temporarily handled using a bucket or cooking pot

Instead, opt to either fix the problem yourself, if possible, or fill out a non-urgent maintenance request for an issue of this sort.

How to submit an emergency maintenance request

Ideally, when you first move in, management will provide detailed instructions on how to make emergency and general maintenance requests. If they don't, be sure to ask and keep the info somewhere it's readily accessible to you.

Most apartments will have a 24-hour phone line for emergencies. Only use this if you're really and truly in a serious situation (as described above).

For general maintenance, some apartments rely on voice mail or old-school paper request forms. Many others have made the leap to digital requests. Check with your management team or hit up the property's web site to find out which yours uses.

You're the best resource

Even the best property managers can't anticipate every problem. They're simply not in your space day in and day out the way that you are. So, your role as a tenant is critical. Keep a watchful eye on appliances, look out for anything amiss and take steps before a small issue becomes a big, fat one.