This page is for quick triage. When in doubt: prioritize safety, then contact us.
Call 911 for the following
Call 911 immediately for any immediate safety risk, including:
- Fire or heavy smoke
- Gas smell inside the unit
- Electrical sparking/arcing; burning smell from outlets/panels
- Active flooding you can’t control (water pouring; rapid spread)
- Medical emergencies
After calling 911 (and when safe), contact us to coordinate next steps.
Gas smell
If you smell gas:
- Leave the unit immediately
- Don’t flip switches or use open flames
- Call the gas utility from outside
- Then contact us once you’re safe
Urgent: contact us immediately at .
These aren’t usually 911, but they’re time-sensitive. Contact us right away:
- Active water leak (drips; spraying; water pooling)
- No heat during cold weather
- Sewage backup
- Exterior door or window won’t secure
- Burst pipe; water heater leak
- No power to the unit (and you’ve checked breakers)
If you can do so safely, take a photo and shut off the nearest valve (sink/toilet shutoff, water heater shutoff) to limit damage.
Non-urgent
For everything else, submit a Maintenance Request and we’ll follow up during business hours; priority goes to heat, water, electrical, and active leaks.
A quick note on access
If we need entry and you’ve granted permission to enter, we may dispatch without a separate appointment; otherwise we’ll coordinate a time. If an urgent condition threatens life, safety, or significant property damage, we may provide shortened notice and/or enter to perform emergency repairs. We will attempt to contact you as soon as practicable.