Maintenance Emergencies

Purpose

Residents may call in service requests that are considered emergencies and require immediate attention during or after business hours. The consistent handling of these emergencies ensures excellent service and improves resident satisfaction.

Standard

The following problems are considered maintenance emergencies and must be handled by an employee immediately:

• Threatening situations: fire, flood, severe weather, police action, protecting a crime scene (broken windows, locks, doors)

• No heat or air conditioning

• Electrical or gas failures of any nature (gas leaks, natural gas, or carbon monoxide)

• Overflowing commode

• Stopped-up commode (if only one in the apartment)

• Water problems: leaks, broken pipes, moisture, water intrusion, or mold

• Malfunction of essential appliances (refrigerator, stove, garbage disposal)

• No hot or cold water

• Any unsecured entry (including windows)

• Malfunctioning controlled access gates

Task Breakdown

1. Everyone, including answering service personnel, should be given a list of maintenance emergencies.

2. Notify the Property Manager if any threatening or emergency situation occurs.

3. When the call is answered, obtain the resident’s name and number and determine the extent of the problem.

4. After business hours, the on-call employee must respond and document in Real Page Facilities.

5. If the emergency cannot be resolved after hours, the request should be logged for the following day.

6. Service employees may not consume alcohol or drugs while on call.

7. All emergency service requests must be followed up within 24 hours to ensure satisfaction.

Bellaire Multifamily Management LLC - For Internal Use Only

Last Updated: January 2, 2026