Emergency Call Protocol for Property Managers

An emergency is any situation that creates (1) immediate risk to life/safety, (2) active property damage that will get worse fast, or (3) loss of a critical service that makes the unit unsafe or legally uninhabitable. Tenants often say “emergency” when they’re frustrated, cold, locked out, or worried—so you need definitions you can repeat consistently. Use this list as your standard. Post it in your tenant portal and include it in your welcome email for every move-in. **Life/Safety Emergencies (call 911 or utility first):** gas smell, smoke/fire, carbon monoxide alarm sounding, sparking outlet with smoke, active break-in, violent threats, collapsed ceiling, major electrical arcing, sewage backup flooding living areas. **Active Damage Emergencies (dispatch vendor ASAP):** water gushing or flooding (supply line burst, overflowing toilet that won’t stop, water heater leaking heavily), roof leak with water pouring in, sprinkler line break, frozen pipe that has burst, HVAC condensation line causing major water damage. **Critical Service Loss (time-sensitive):** no heat in winter (especially below local habitability thresholds), no water to the unit, no power to the whole unit/building (not a tenant tripped breaker), elevator stuck with someone inside (commercial), security door/gate stuck open for multi-family. **Not Emergencies (schedule within business hours):** dripping faucet, slow drain, A/C “not cold enough” (unless extreme heat risk), appliance not working (unless it affects safety), garbage disposal jam, minor pest sightings (one roach/ant trail), cosmetic damage, noise complaints (unless threat/violence), internet/cable issues. To prevent arguments, always tie your decision to safety/damage: “If there’s no active leak and no safety risk, it’s a standard work order and we’ll schedule it.”