Defining True Emergencies

Not every maintenance request qualifies as an emergency. True emergencies threaten tenant safety, health, or habitability and require immediate response. Distinguishing emergencies from urgent or standard maintenance prevents panic while ensuring serious issues get proper attention.

True Emergency Scenarios

Respond immediately (within 2-4 hours) to: no heat in winter, flooding or major water leaks, gas leaks or gas smell, electrical failures creating safety hazards, broken locks leaving property unsecured, sewer backups, and fire damage. These situations threaten habitability or safety and legally require immediate landlord response.

Urgent But Not Emergency

Address within 24 hours: no air conditioning in summer, single toilet failure in multi-bathroom units, broken appliances, minor leaks not causing flooding, and pest infestations. While important, these don't create immediate safety or habitability threats.

Emergency Response Protocols

24/7 Availability System

Establish emergency contact systems ensuring tenants can reach you anytime. Options include dedicated emergency phone line with voicemail, property management answering service, or on-call contractor network. Provide emergency numbers in tenant welcome packets and post them prominently in properties. Property management software like ImmoDesk.eu can send emergency notifications to your phone ensuring quick response.

Contractor Network Preparation

Build relationships with contractors offering emergency services before crises occur. Identify 24/7 providers for: plumbing, electrical, HVAC, locksmith services, and emergency cleanup/restoration. Get their emergency contact numbers, typical response times, and after-hours rates. Many contractors charge 150-200% of normal rates for emergency calls—know costs beforehand to avoid shock.

Response Procedures

When emergencies occur: assess severity immediately through phone conversation with tenant, dispatch appropriate contractor if needed, document the emergency with photos if possible, notify tenant of contractor arrival time, follow up to ensure resolution, and document all costs and actions taken. Speed matters—delayed response worsens damage and increases liability.