Short answer
Generally, it's anything after hours that puts a unit, a building or a resident's safety at risk and can't wait for a scheduled visit. That includes active water leaks, heating or cooling failures, lockouts and urgent repairs. If there's a gas smell, fire or immediate danger, residents should call 911 first.
Your on-call line works better when residents and staff know what it’s for. A short written list, given out at move-in, saves everyone a lot of 2 a.m. phone calls.
Usually an emergency
- Active water leaks, burst pipes and sewer backups
- No heat in cold weather, or no cooling in dangerous heat
- Lockouts and exterior doors or locks that won’t secure
- Electrical problems that spark, smell or overheat
- Anything that could spread to other units
Call 911 or the utility first
- Fire or smoke
- A gas smell (leave the building first, then call)
- Anyone in immediate danger
Usually can wait for a work order
- A dripping faucet that’s contained
- A single appliance that’s stopped working, if it isn’t leaking
- A burned-out bulb, a loose handle or a torn screen
When in doubt, tell residents to call. A leak that’s reported early is much easier to deal with than one that’s discovered later. And if a leak’s already started, here’s what to do in the first hour.
Need an after-hours partner? Our 24/7 line is (217) 246-7583.