Fires, floods, gas leaks, and power outages are emergency situations that don’t adhere to a schedule. They can strike at any hour, day or night, often when you least expect them. That’s why it’s critical that residential property managers prepare for and educate their communities about what constitutes an emergency, what to do in an emergency, who to contact and ways to remain safe.
Let’s review what qualifies as an emergency and what doesn’t, and the steps to take if an emergency occurs at your complex or rental building.
What Qualifies as Emergency Maintenance
Before we begin talking about protocols to follow and who to contact, it is important to define what an emergency is. To some, a leaky faucet may seem like an emergency situation rather than routine maintenance.
A maintenance issue is considered an emergency if it is an unforeseen incident that threatens the safety of people, property, or assets. Emergencies that require immediate attention could include fire, carbon monoxide leaks, flooding, gas leaks, power loss, excessive heat or cold air, sewage issues, or security issues that pose an immediate threat.
What Doesn’t Qualify as Emergency Maintenance
Knowing the difference between a true maintenance emergency and routine maintenance that can be completed promptly during normal operating hours is key to managing a property. For instance, events that may seem important to a tenant may not rise to the level of an emergency.
Some examples of events that are urgent but not emergencies include:
- A contained leak from a faucet.
- A malfunctioning appliance or light that is not causing any other issue.
- Noise complaints that are not indicative of a larger issue.
- Being locked out of the property.
- A single clogged toilet when there is another available.
- An appliance stops working, such as a microwave or dishwasher.
Critical Maintenance Emergency Protocols
Established procedures that clearly outline what to do in an emergency should be part of the onboarding for each new renter. With a clear response plan in place, your community will be safe and secure.
Fire/ Smoke/Carbon Monoxide Protocol
Should smoke, a fire, or carbon monoxide alarm signal an issue in your rental community, the first step is always to evacuate and contact 911. The emergency responders will contact your property management company once the immediate threat is cleared.
Water Leaks/Floods
Notify the property management company of the leak/flood and contact the authorities if the rising water is a threat to life or property.
Gas Leak
In the event of a potential gas leak (an odor is suspected to be gas), the gas company and emergency responders should be contacted immediately to shut off the gas and inspect the property to ensure it is safe for re-entry.
Power Loss
Alert the utility company of the power loss and notify the property management company if the backup power is unavailable.
Effectively managing maintenance emergencies requires proactive preparation and clear, established protocols. By thoroughly defining what constitutes an emergency versus routine maintenance and communicating vital steps, such as when to call 911 or the utility company, you ensure your community is safe and secure, day or night.
If you need expert assistance in developing and implementing comprehensive property management and safety plans, contact Thayer & Associates today for superior service.