Emergency Maintenance Policy

Do you have an EMERGENCY MAINTENANCE POLICY?

Over 90% of Landlords are financially EXPOSED because they DO NOT have written EMERGENCY MAINTENANCE POLICIES, PROCEDURES or GO-TO vendors in place.

Maintenance Limits

At what ESTIMATED DOLLAR AMOUNT should the Point of Contact (P.O.C.) be notified to approve after hours repairs? $600
IF SERVICE WILL EXCEED THE MAINTENANCE LIMIT, should the P.O.C. be notified BEFORE or AFTER dispatching a vendor. AFTER dispatching

Service Categories

Sewer and Drain Backup Issues
FOR ALL BACK UP’s, should the resident be warned that if foreign objects are the cause that they could be back charged for the cost of the repair? YES
If there is a SEWER BACKUP OUTSIDE THE HOME, AND IT DOES NOT AFFECT FIXTURES INSIDE, should it be deemed an emergency? NO
If there is a SEPTIC SYSTEM BACKUP, should it be deemed an emergency after hours? NO
If there is a SEWER BACKUP AFFECTING THE WHOLE HOME, should a vendor be dispatched? YES
If there is a BACKUP IMPACTING THE LOWER LEVEL OF AN APARTMENT BUILDING, should we dispatch immediately? NO
If the ONLY TOILET IN THE HOME IS CLOGGED, should a vendor be dispatched? YES
Should a technician be dispatched between 10:00 p.m. and 6:00 a.m. FOR THE ABOVE BACKUP ISSUES? YES
If there is a CLOGGED TOILET, AND THERE ARE OTHER FUNCTIONING TOILETS in the home, should a vendor be dispatched? NO
If there is a DRAIN LEAK THAT CAN BE CONTAINED until a repair can be made, should it be deemed an emergency? NO
If there is a CLOGGED SINK, AND THERE ARE OTHER SINKS TO USE, should it be deemed an emergency? NO
Plumbing Issues
In the event of a major OUTSIDE WATER LEAK, AND THE WATER CAN NOT BE SHUT OFF, who should be called? Plumber
If there is an IRRIGATION LEAK, AND THE WATER IS SHUT OFF, should a vendor be dispatched to repair before the next business day? YES
In the event of a MAJOR INSIDE WATER LEAK, AND THE WATER CAN NOT BE SHUT OFF, who should be called? Plumber
If there is RUNNING WATER, NOT A DRIP, THAT CAN NOT BE SHUT OFF AT THE FIXTURE, should it be considered and emergency? YES
If there is a SUPPLY LINE LEAK THAT CAN BE CONTAINED BY SHUTTING OFF THE VALVE, should it be deemed an emergency? NO
Should a technician be dispatched between 10:00 p.m. and 6:00 a.m. FOR THE ABOVE PLUMBING ISSUES? NO
Carpet and Water Extraction
Who should clean up BLACK WATER CONTAMINATION? i.e., sewage on floors, tubs, carpet, etc. Maid/Cleaning SVC
Specify the MINIMUM SQ. FT. OF SEWAGE impacted floors before dispatching a vendor.  > 50 sq. ft.
If there is WHITE OR GRAY WATER SOAKED CARPETING, which vendor should be dispatched? i.e., water from sinks, ice maker, dishwasher, toilet supply line and tank washer or water heater Carpet/Water Extraction
Specify the MINIMUM SQ. FT. OF CARPET impacted before dispatching a vendor. > 50 sq. ft.
Should a technician be dispatched between 10:00 p.m. and 6:00 a.m. FOR CLEANUP OR EXTRACTION? NO
Hot Water Issues
If a WATER LINE APPEARS TO BE FROZEN, should it be considered an emergency? YES
If there is NO WATER, should it be considered and emergency?   We will ask the resident to contact their utility company first. YES
If the water heater is GAS, should the RESIDENT BE ASKED TO LIGHT THE PILOT LIGHT? We will have the resident read and understand the pilot lighting instructions to us before attempting. NO
If the water heater is GAS, and the RESIDENT IS UNWILLING OR UNABLE TO LIGHT THE PILOT LIGHT, should it be deemed an emergency? We will ask the resident to contact their utility company first. YES
If there is NO HOT WATER ON A WEEK NIGHT, should it be considered and emergency? YES
If there is NO HOT WATER ON A FRIDAY NIGHT, should it be considered an emergency? YES
If there is NO HOT WATER ON A SATURDAY, should it be considered an emergency? YES
If there is NO HOT WATER ON A SUNDAY, should it be considered an emergency? YES
If there is NO HOT WATER ON A SUNDAY, AND THE NEXT DAY IS A HOLIDAY, should it be considered an emergency? YES
Should a technician be dispatched between 10:00 p.m. and 6:00 a.m. FOR THE ABOVE ISSUES? NO
Electrical Issues
At WHAT PERCENTAGE OF ELECTRICAL POWER OUTAGE, throughout the property, should it be considered an emergency. We will the ask resident to contact their utility company after basic troubleshooting before dispatching a vendor. 50%
If there is an ELECTRICAL OUTAGE THAT AFFECTS THE REFRIGERATOR, should it be deemed an emergency? We will ask the resident to use an extension cord first. YES
If there is an ELECTRICAL OUTAGE THAT AFFECTS THE OVERHEAD LIGHTS, should it be deemed an emergency?   YES
If there is an ELECTRICAL OUTAGE THAT AFFECTS THE OUTSIDE, WALKWAYS, OR COMMON LIGHTS, should it be deemed an emergency? YES
Should a technician be dispatched between 10:00 p.m. and 6:00 a.m. FOR THE ABOVE ISSUES? NO
Heating Issues
If there is a GAS LEAK, please specify which vendor should be dispatched for repairs. We will have the resident contact the fire department to expediently turn off the gas and secure the property. YES
If the furnace is GAS, should the RESIDENT BE ASKED TO LIGHT THE PILOT LIGHT?We will have the resident read and understand the lighting instructions to us before attempting. NO
If the furnace is GAS, and the RESIDENT IS UNWILLING OR UNABLE TO LIGHT THE PILOT LIGHT, should it be deemed an emergency, based on the no heat parameters? We will ask the resident to contact their utility company first. NO
If there is NO HEAT, AT WHAT PREDICTED OUTSIDE LOW TEMPERATURE, should a vendor be dispatched TO PREVENT FROZEN WATER LINES. We will check Yahoo Weather for the forecast and put in the call notes. YES
If there is NO HEAT, AT WHAT PREDICTED OUTSIDE LOW TEMPERATURE, should a vendor be dispatched FOR RESIDENT COMFORT? We will check Yahoo Weather for the forecast and put in the call notes. YES
If there are CHILDREN UNDER 3, ELDERLY, OR DISABLED RESIDENTS in the home, WHAT SHOULD THE PREDICTED OUTSIDE LOW TEMPERATURE BE? We will check Yahoo Weather for the forecast and put in the call notes. YES
Should a technician be dispatched between 10:00 p.m. and 6:00 a.m. FOR THE ABOVE ISSUES? YES
Air Conditioning Issues
If MULTIPLE A/C SYSTEMS ARE DISCOVERED, should a vendor be dispatched IF ONE SYSTEM IS NOT WORKING? NO 
If there is NO A/C, AT WHAT PREDICTED OUTSIDE HIGH TEMPERATURE, should a vendor be dispatched? We will check Yahoo Weather for the forecast and put in the call notes. > 95 ° F
Specify the PREDICTED OUTSIDE HIGH TEMPERATURE, if there are CHILDREN UNDER 3, ELDERLY, DISABLED, OR RESIDENTS WITH MEDICAL CONDITIONS in the home. We will check Yahoo Weather for the forecast and put in the call notes. > 85° F
Specify the PREDICTED OUTSIDE HIGH TEMPERATURE, if the resident is concerned about opening windows DUE TO SECURITY CONCERNS? We will check Yahoo Weather for the forecast and put in the call notes. > 85° F
Should a technician be dispatched between 10:00 p.m. and 6:00 a.m. FOR THE ABOVE ISSUES? NO
Appliance Issues
If the REFRIGERATOR QUITS WORKING, should it be deemed an emergency? NOTE: it is difficult to get an appliance repairman and/or parts after hours. NO
If the STOVE, RANGE, OR OVEN QUITS WORKING, should it be deemed an emergency? NO
Who commonly MAINTAINS KITCHEN APPLIANCES?If it varies, we will ask the tenant what is in their lease. P.O.C.
Who commonly MAINTAINS LAUNDRY APPLIANCES? If it varies, we will ask the tenant what is in their lease. P.O.C.
Should a technician be dispatched between 10:00 p.m. and 6:00 a.m. FOR THE ABOVE ISSUES? NO
Roof Issues
If the ROOF LEAKS OR SHINGLES BLOW OFF ON WEEK NIGHTS, should a vendor be dispatched to tarp the roof? YES
If the ROOF LEAKS OR SHINGLES BLOW OFF ON WEEKENDS, should a vendor be dispatched to tarp the roof? YES
If yes, WHICH VENDOR SHOULD BE DISPATCHED? We will check Yahoo Weather for the forecast and put in the call notes. Roofer
Should a technician be dispatched between 10:00 p.m. and 6:00 a.m. FOR THE ABOVE ISSUES? NO
Lockout Issues
If a RESIDENT IS LOCKED OUT, who should be dispatched? Tenant Responsibility
Glass and Security Issues
If a WINDOW IS BROKEN, who should be dispatched to secure the residence? Handyman
If there IS NOT A POLICE REPORT filed, should we WARN the resident there might be a fee for this service? YES
If there IS A POLICE REPORT filed, should we WARN the resident there might be a fee for this service? YES
Glass repair fee is PAYABLE TO WHOM? P.O.C.
Glass repair fee is PAYABLE WHEN? Rent Addition
If there is a NOTED SECURITY CONCERN DUE TO FIRE, BREAK IN OR VANDALISM, who should be sent to board up windows or doors? Handyman
Should a technician be dispatched between 10:00 p.m. and 6:00 a.m. FOR THE ABOVE ISSUES? YES
Home Warranty Issues
Should one of YOUR VENDORS BE DISPATCHED IMMEDIATELY, TO ENSURE HEALTH, SAFETY, OR BUILDING ISSUES are handled timely? In the event the home warranty company does not dispatch a vendor immediately. YES
What ARRANGEMENTS REGARDING THE DEDUCTIBLE have been made? P.O.C. responsible
If NO TELEPHONE OR CONTRACT NUMBER is provided for Home Warranty, should the P.O.C. be contacted to arrange service? YES
When to Notify the P.O.C.
If there is an emergency that could involve an INSURANCE CLAIM, should the P.O.C. be called immediately? We will try to use our best judgment for MAJOR property damage. YES
INSURANCE LIMIT before contacting a manager? We will check Yahoo Weather for the forecast and put in the call notes. $1,500
If there is an emergency involving a DEATH ON THE PROPERTY, should the P.O.C. be called? YES
If there is an emergency involving a CRIME ON THE PROPERTY, should the P.O.C. be called? YES
Is there anytime the P.O.C. SHOULD NOT BE CONTACTED? Between 10:00 pm – 6:00 am. YES