24/7 Emergency Hotline: When to Call for Help
Understanding when to request emergency maintenance can be confusing. For instance, standing ankle-deep in water is clearly an emergency, but what about a broken air conditioner or heater in the middle of the night? Let’s break down what constitutes an emergency, what can wait until morning, and when you might be able to resolve an issue on your own.
What Is an Emergency?
An emergency maintenance situation is one that could cause injury, pose a health risk, or lead to significant property damage if not addressed immediately. Emergencies include:
- Broken water line or flooding
- Fire (call 911 first, then maintenance)
- Broken gas line or gas leak (natural gas smells like rotten eggs)
- Broken door lock
- No air conditioning in extremely hot weather
- No heat in freezing weather
- Sewer backup flooding your unit
What Isn’t an Emergency?
Not all maintenance issues are emergencies. If it can wait without causing harm or serious damage, it’s not urgent. Here are a few examples of non-emergencies:
- Air conditioner not working when outside temperature is below 90°F
- Broken heater when outside temperature is above 50°F
- Malfunctioning ice maker
- Stove burner not lighting
- No hot water
- Burnt-out lightbulb
Even though these situations aren’t emergencies, you should still submit a maintenance request. Keep in mind that emergency issues take priority, so non-emergency requests may take a few days to resolve.
Use Your Best Judgment
Sometimes, the situation requires some judgment. For example, if your fridge stops cooling at midnight, it’s something that needs attention but may not require an emergency call. Keep the door closed and submit your request in the morning.
HVAC Maintenance
Air conditioning failures are considered emergencies only if the outside temperature is above 90°F. Similarly, heating issues are emergencies only in freezing conditions. Before calling, check if there’s a simple fix, like a power outage or non-payment issue.
Getting Locked Out
Lockouts aren’t always emergencies. You can avoid a lockout fee by contacting a locksmith or leaving a spare key with a trusted friend or neighbor. Please note: lock boxes or shackles are not allowed in the building or common areas. If you’re selling or renting your unit, ask your agent to conduct accompanied showings and avoid leaving keys on the property, as management will remove them.
Power Outages
If your power goes out, check with your electric company first. If it’s a local outage, maintenance can’t assist. If the outage only affects your unit, reset your circuit breakers and GFI outlets. For partial outages or non-functional outlets, unplug devices and submit a maintenance request during business hours.
Don’t Delay Emergency Requests
If something is truly an emergency, don’t delay contacting maintenance. Non-emergencies should be reported as soon as possible, but note that non-emergency calls to the emergency department will result in a $100 charge.
Emergency Procedures
- For medical, fire, or other emergencies, call 911.
- For urgent maintenance, call 617-547-8700 and follow up with a work order request using the Resident Portal.
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