Maintenance Emergency Information
Unexpected events can sometimes occur. When they do, it is important to understand the difference between an emergency and a non-emergency. The following guidelines are provided to help distinguish what constitutes an emergency and let you know what to expect from our maintenance team.
Emergency maintenance issues are those that require immediate attention to ensure the safety of residents and/or the property.
For life threatening emergencies, such as fire, always call 9-1-1 first!
In the event of a maintenance emergency, call our office at 513- 861- 9394.
If an emergency occurs while we’re closed, call our office and follow the prompts to leave a voicemail for the after-hours maintenance technician. Do not submit emergency requests online or by email.
The following issues are considered emergencies and should be reported to us immediately:
Water: Floods, leaks, and/ or visible standing water of any kind are emergencies. Examples: broken pipe, ceiling leak, plumbing backup
Security: An unsecured apartment as an emergency. Examples: broken window, apartment door that won’t lock
In the event of a break in, call 9-1-1 and then our office.
Lockout: A lockout is an emergency. A photo ID of someone on the lease must be presented upon arrival, or the maintenance technician will not provide access. A $100 lockout charge will be applied to your account. If you live in a building with electronic key access and your keycard/ fob is present, but stops working, you will not be charged for the lockout fee.
Toilet: A clogged toilet is an emergency, but only when there is not another toilet in the apartment and you cannot clear the blockage with the plunger.
Air Conditioning/ Heat: having no heat or no AC is an emergency depending on the temperature.
After hours maintenance will only be provided for the parameters below:
No A/C (if outside temperature is above 85) and unit is reading above 78
No Heat (if outside temperature is below 50) and unit is reading below 65
Smoke detectors/carbon monoxide detectors: An alarming smoke or CO detector is an emergency. Vacate the apartment, call 9-1-1, then call us. Smoke or CO detectors indicate a low battery by chirping every 30 to 60 seconds; this is not considered an emergency and you are responsible for changing these batteries.
Gas Odor: Any evidence of a gas leak is an emergency. You should vacate the building as soon as possible. Call Duke Energy at 1-800-544-6900, then call us.
Complete Power Outage: A full power outage is an emergency. Check all circuit breakers and flip any switch that’s in the off position to the on position. If this does not restore electricity, check Duke Energy’s outage map to ensure there is not an area wide outage. If there is not, call us. Partial outages are not considered emergencies but should be reported so he can respond within 24 hours.
The following issues are not considered emergencies, but will be responded to within 24 hours of report:
- Refrigerator not working- keep the door closed as much as possible
- No hot water
- Garage door not opening/ closing
If you are unsure whether or not something is an emergency, please call the office and we will be happy to assist you!