1. Understand What Qualifies as an Emergency
Not every repair is an emergency. Emergencies typically involve:
- No air conditioning in extreme heat (especially in Florida)
- Flooding, burst pipes, or major leaks
- Electrical hazards or outages
- Sewage backups
- Gas leaks or the smell of gas
- Fire or structural damage
Non-urgent repairs—like a dripping faucet or a broken dishwasher—should still be addressed promptly, but they don’t require immediate action.
2. Have a Clear Communication Protocol
Tenants should know exactly how to contact you or your maintenance team after hours. Ideally, this is spelled out in their lease or in a welcome handbook. Use tools like:
- A dedicated emergency phone line or after-hours contact
- Tenant portals or maintenance request systems with emergency flags
- Written guidelines for what constitutes an emergency
3. Respond Quickly—Even If You Can’t Fix It Immediately
Even if you can’t get someone onsite right away, acknowledging the issue quickly reassures the tenant. Let them know you’re working on a solution and give them a timeline. In Florida, landlords are legally required to maintain safe and livable housing conditions, so ignoring true emergencies can lead to legal trouble.
4. Dispatch the Right Vendor or Contractor
Don’t guess—match the problem to the correct professional:
- Plumber for leaks, clogs, or broken water lines
- Electrician for exposed wires or power failures
- HVAC tech for no A/C or heat
- Restoration company for water or mold damage
Keep a vetted list of emergency vendors who offer 24/7 service. You don’t want to be scrambling during a crisis.
5. Document Everything
Once the repair is reported:
- Note the date and time of the complaint
- Log your response and the steps you took
- Save all communications with the tenant and vendor
- Take before-and-after photos if possible
This protects you in case there’s ever a dispute about how the emergency was handled.
6. Follow Up with the Tenant
After the repair is completed, check in with the tenant. Ask if the issue has been fully resolved and whether there’s anything else they need. A quick follow-up goes a long way in tenant retention and trust.
Why Work with Village Management Services?
Emergency repair calls don’t have to ruin your weekend. At VMS, we provide 24/7 support to both landlords and tenants, handling every step of the process from intake to vendor dispatch, follow-up, and documentation. We give you peace of mind—so you can enjoy the benefits of property ownership without the stress.
📞 Ready to stop taking 2AM repair calls? Contact Village Management Services today and let us take care of your property like it’s our own.
