When something breaks in a home, it can feel urgent—especially when it affects comfort, safety, or your daily routine. But not every issue is an “emergency,” and knowing the difference helps you get faster service, protects the property, and keeps everyone on the same page.
At Village Management Services (VMS), we take every maintenance request seriously. Here’s a clear guide for what counts as an emergency, what can wait for business hours, and how to report issues the right way.
What Counts as a True Emergency?
A maintenance emergency is anything that involves immediate danger, major property damage, or a critical utility failure.
Call emergency maintenance right away if you have:
- Active water leak / flooding (burst pipe, overflowing toilet you can’t stop, water pouring from ceiling)
- No water (especially in multi-unit buildings or if it impacts basic sanitation)
- No electricity (whole unit, not just one outlet or a breaker you can reset)
- Gas smell (leave the home immediately and call the gas company/911)
- Sewage backup (toilet or drain backing up into the home)
- No A/C during extreme heat (especially for babies, elderly residents, or medical needs—report immediately)
- Fire, smoke, or burning smell (call 911 first)
- Lockout due to broken lock (not lost keys—broken lock that prevents safe entry/exit)
- Broken exterior door/window that can’t secure the property
- Storm damage causing active water intrusion or safety risk
✅ Emergency rule of thumb: If it can’t wait without causing harm or major damage, it’s an emergency.
What Usually Can Wait Until Business Hours
These issues matter—and we’ll schedule them—but they don’t typically require after-hours emergency response:
- Dripping faucet
- Running toilet (if it’s not overflowing and you can shut off the valve)
- One outlet not working
- Garbage disposal jam (no leak)
- Appliance not cooling/heating properly (fridge still cold-ish; oven not working but no hazard)
- A/C “not as cold” but still running
- Minor clog (sink draining slow, but no backup)
- Cosmetic issues (paint touch-ups, loose trim, minor caulking)
- Pest issues (unless severe or health-threatening)
- Broken blinds, screens, interior doors
What You Should Do Before You Submit a Request
A few quick checks can solve the issue instantly (and get you faster help if not):
For power issues:
- Check if it’s one room vs whole unit
- Flip the breaker fully off then on
- Check if the area has an outage
For A/C:
- Confirm thermostat is on COOL
- Replace/check air filter
- Make sure all vents are open
For water leaks:
- Locate and turn off the shutoff valve (under sink/toilet)
- If you can’t find it, call emergency maintenance
How to Report Maintenance the Fastest Way
To get the right vendor dispatched quickly, include:
- What happened + when it started
- Photos/videos (always)
- Exact location (ex: “under kitchen sink, left side”)
- Any steps you already tried
- Whether water/power is off
- Best time for access (and if pets are inside)
The clearer the request, the faster it gets fixed.
Why This Matters (For Tenants + Owners)
- Emergencies get prioritized immediately
- Non-emergencies get scheduled efficiently, often same week
- Clear reporting helps us send the right vendor the first time
- Prevents small issues from becoming expensive damage
When in Doubt—Report It
Not sure if it’s an emergency? Send the request with photos and a quick explanation. We’ll triage it and advise the next step.
Need a property management team that handles maintenance the right way—fast response, trusted vendors, and clear communication?
VMS is here to protect your property and your peace.
