24/7 Emergency Hotline: When to Call for Help
Knowing when to call for emergency maintenance can be tricky. Some situations, like standing ankle-deep in water, are obvious emergencies, but what about a broken air conditioner or heater in the middle of the night? This guide will help you determine what requires an immediate call, what can wait, and what you may be able to troubleshoot on your own.
🚨 What Is an Emergency?
An emergency maintenance situation is one that could:
✔ Cause injury or pose a health risk
✔ Lead to significant property damage if not addressed immediately
If you experience any of the following, call emergency maintenance immediately:
- Flooding (broken water line, sewer backup)
- Fire (Call 911 first, then maintenance)
- Gas leak (natural gas smells like rotten eggs)
- Broken door lock (compromising security)
- No air conditioning in extreme heat (above 90°F)
- No heat in freezing temperatures (below 50°F indoors)
- Building intruder or suspicious activity (Call 911 first, then notify building management)
📞 Call Emergency Maintenance at 617-547-8700
⏳ What Is NOT an Emergency?
If an issue can wait without causing harm or significant damage, it is considered a non-emergency. These include:
- Air conditioner not working when outside temperature is below 90°F
- Heater not working when outside temperature is above 50°F
- Malfunctioning ice maker
- Stove burner not lighting
- No hot water (unless it persists for more than 24 hours)
- Burnt-out lightbulb
🚨 Important: Non-emergency maintenance requests should still be submitted as soon as possible through our Client Portal. Emergency requests take priority, so non-emergency repairs may take a few days to resolve.
🔍 Use Your Best Judgment
Some issues require assessment before calling maintenance.
Example: Your refrigerator stops cooling at midnight. Instead of calling the emergency hotline, keep the door closed and submit a maintenance request in the morning.
If you’re unsure, ask yourself:
✔ Is this an immediate health or safety concern?
✔ Will waiting cause serious property damage?
✔ Can I temporarily manage the issue?
If the answer is yes to the first two, call emergency maintenance. Otherwise, submit a request via the Client Portal and maintenance will handle it during business hours.
🛠 Common Maintenance Situations
HVAC Issues
- Air conditioning is an emergency only if outside temperature is above 90°F.
- Heating is an emergency only if the indoor temperature falls below 50°F.
- Before calling, check for a power outage, a tripped circuit breaker, or a non-payment issue.
Lockouts
- If you are locked out, you may call a locksmith at your own expense.
- Lock boxes and shackles are not allowed in the building or common areas.
- If selling or renting your unit, agents should conduct accompanied showings to avoid unauthorized key storage.
Power Outages
- If your power goes out, check with your electric provider first. If it’s a neighborhood outage, maintenance cannot assist.
- If the outage only affects your unit, try resetting the circuit breakers and GFI outlets.
- For partial outages or dead outlets, submit a maintenance request during business hours.
🚨 Don’t Delay Emergency Requests
If a situation truly is an emergency, call immediately. However, non-emergency calls to the emergency hotline will result in a $100 charge.
🏢 Responsible Party: Who to Contact?
If the emergency is within a unit not managed by Skyline Realty (such as a leased condo), the tenant must notify the unit owner or landlord directly for maintenance.
Important:
- If you fail to notify the unit owner first, charges may be assessed to your account without prior notice.
- Disputed charges must be handled directly with the unit owner, not Skyline Realty.
📌 Quick Reference Guide
✅ Call 911 First for fire, gas leaks, building intruders, or medical emergencies.
🚨 Call Emergency Maintenance (617-547-8700) for flooding, no heat in freezing weather, or security-related lock failures.
📌 Submit a Work Order via Client Portal for all other maintenance requests.