Maintenance 101: What’s an Emergency, What Can Wait, and Who to Call

Not all maintenance problems are equal. Knowing the difference between an emergency and a routine request keeps you safe — and gets everything fixed faster.

Call 911 first — true emergencies

• Fire or smoke
• Gas odor (leave the building first, then call)
• Carbon monoxide alarm
• Any immediate danger to life

After you’re safe, notify your property manager.

Urgent — call the hotline AND submit a request

• Major water leak or flooding you can’t stop
• No heat in winter
• No running water
• Sewage backup
• A break-in or door/lock failure that leaves the home unsecured

These get same-day attention. Call 518-275-8363 so we know immediately, and submit the portal request so it’s documented.

Routine — submit through the portal

• Dripping faucets, slow drains
• Appliance issues
• Heating or cooling that’s weak but working
• Doors, windows, fixtures, light repairs

Submit through your tenant portal with photos — pictures genuinely speed up repairs because the right contractor arrives with the right parts. You’ll get a ticket number and can track status and message us on the ticket.

What good reporting looks like

• Where exactly is the problem? ("Bathroom sink, second floor")
• When did it start? Is it getting worse?
• Photos or a short description of anything you’ve tried

A note for landlords

Fast, documented maintenance isn’t just tenant service — it’s asset protection. Small problems caught early are the cheapest repairs you’ll ever make, and a documented history matters if disputes ever arise.