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 qualifies as an emergency
✔ What can wait until regular business hours
✔ What you can 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
Common Emergency Situations
If you experience any of the following, call emergency maintenance immediately:
- Flooding (broken water line, sewer backup)
- Fire (Call 911 first, then notify 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: 617-547-8700
⏳ What Is NOT an Emergency?
If an issue can wait without causing harm or significant damage, it is considered non-emergency maintenance. These include:
- Air conditioner not working (if outside temperature is below 90°F)
- Heater not working (if 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 Reminder:
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.
Ask yourself:
✔ Is this an immediate health or safety concern?
✔ Will waiting cause serious property damage?
✔ Can I temporarily manage the issue?
If you answered yes to the first two, call emergency maintenance. Otherwise, submit a work order via the Client Portal for assistance during business hours.
🛠 Common Maintenance Situations
HVAC Issues
- Air conditioning is an emergency only if the 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
✔ Reset your circuit breaker
✔ Ensure your account is current on payments
Lockouts
- If locked out, call a locksmith at your own expense.
- Lock boxes and shackles are not allowed in common areas.
- If selling or renting your unit, agents must conduct accompanied showings to avoid unauthorized key storage.
Power Outages
- Check with your electric provider first. If it’s a neighborhood outage, maintenance cannot assist.
- If only your unit is affected, reset your 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 is truly an emergency, call immediately.
⚠ Important: 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 Notes:
- 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
- Medical emergencies
🚨 Call Emergency Maintenance (617-547-8700) for:
- Flooding
- No heat in freezing weather
- Security-related lock failures
📌 Submit a Work Order via Client Portal for: