Emergency Maintenance

“What is an emergency?”


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.

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.

For life threatening emergencies, such as fire, always call 9-1-1 first!

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 back up

Security: An unsecured apartment is an emergency.
Examples: broken window, apartment door that won’t lock
Break In – Call 911 and then our office in the case of a break in

Lockout: A lockout is an emergency. A photo ID 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 key card/fob is present, but stops working, you will not be charged 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 a plunger.

Air conditioning/ heat: Having no heat or no A/C is an emergency depending on the temperature.
After-hours maintenance will only be provided per the parameters below:
No Heat: This is considered an emergency if the outdoor temperature is below 50°
No A/C: This is considered an emergency if the indoor temperature is above 80°

Smoke detectors/ carbon monoxide detectors: An alarming smoke or CO detector is an emergency. Vacate the apartment, call 911, then call us. Smoke or CO detectors indicate a low battery by chirping every 30-60 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, call Duke Energy at 1-800-544-6900 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 we 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
– Rodents/Bugs
– 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!