24/7 Emergency Maintenance: When to Request Immediate Assistance
Certain maintenance issues require immediate attention, while others can be addressed during regular business hours. This guide explains when to contact emergency maintenance and when to submit a standard service request through the resident portal.
What Qualifies as an Emergency
An emergency maintenance situation is one that:
• Presents an immediate health or safety risk
• Could cause significant property damage if not addressed promptly
Examples of Emergency Situations
Contact emergency maintenance immediately for:
• Flooding caused by a broken water line or sewer backup
• Fire (call 911 first, then notify management)
• Gas leak (natural gas typically smells like rotten eggs)
• Security-related lock failure compromising building safety
• Loss of air conditioning during extreme heat (above 90°F)
• Loss of heat during freezing conditions (below 50°F indoors)
• Building intruders or suspicious activity (call 911 first, then notify management)
Emergency Maintenance Line:
617-547-8700
Issues That Are Not Emergencies
If a situation does not present an immediate safety risk or threaten significant property damage, it should be reported through the resident portal.
Examples include:
• Air conditioning not working when temperatures are below 90°F
• Heating issues when indoor temperatures remain above 50°F
• Malfunctioning appliances such as an ice maker or stove burner
• Temporary hot water interruptions (less than 24 hours)
• Burnt-out light bulbs or minor maintenance items
Non-emergency requests should be submitted promptly through the Resident Portal. Emergency requests receive priority, and routine repairs may require several business days to schedule.
Basic Troubleshooting
Before contacting maintenance, please consider the following:
• Check for a building or neighborhood power outage
• Reset your circuit breaker or GFI outlet if applicable
• Verify that the issue is not related to a temporary service interruption
If the issue presents an immediate safety concern or risk of property damage, contact emergency maintenance.
Common Maintenance Situations
Heating and Cooling
Loss of heating is considered an emergency when indoor temperatures fall below 50°F.
Loss of air conditioning may be considered an emergency during extreme heat conditions.
Before requesting service, check for power outages and confirm that circuit breakers have not tripped.
Lockouts
Residents locked out of their unit should contact a locksmith directly at their own expense.
Lock boxes or key storage devices are not permitted in common areas. Real estate agents conducting showings must accompany visitors and may not leave keys unattended.
Power Outages
If a power outage affects the surrounding area, contact your electric provider for updates.
If the outage affects only your unit, check circuit breakers and GFI outlets.
Partial outages or individual outlet failures should be submitted as standard maintenance requests.
Emergency Hotline Use
- If a situation is a genuine emergency, contact maintenance immediately.
- Calls to the emergency hotline for non-emergency matters may result service charges.
Responsibility for Maintenance Requests
If the emergency occurs within a condominium unit not directly managed by Skyline Realty, the resident must notify the unit owner or landlord for maintenance coordination.
Failure to contact the responsible party may result in service charges being billed to the resident or owner.
Disputed charges must be addressed directly with the unit owner.
Quick Reference
Call 911 First For:
• Fire
• Gas leaks
• Building intruders
• Medical emergencies
Contact Emergency Maintenance (617-547-8700) For:
• Flooding or major water leaks
• Loss of heat in freezing weather
• Security-related lock failures
All non-emergency maintenance requests should be submitted through the Resident Portal.