Due to problems with inappropriate and/or incorrect use of the after-hours emergency line, we have put together the following guidelines for tenant use. Please consider the following guidelines when determining whether or not you are experiencing a property threatening emergency.
If the emergency is life-threatening, call 9-1-1 immediately!
If you smell gas or have a carbon monoxide detector ringing, turn off the gas shut-off to the utilities, open the windows, and contact PG&E at (800) 743-5000.
Below is a list of property-threatening emergencies that require immediate attention:
- Sink, tub, or toilet overflowing and the water cannot be stopped.
- Uncontrollable amount of water leaking through pipes or ceiling. (If it is a small drip, use a pot or something similar to catch the water and call the office on the next business day).
- Sewage back up and there is no other usable bathroom at the property.
- Anything that endangers life or poses severe damage risk to the property if not corrected immediately qualifies for emergency service.
The Emergency Line is for after-hours emergencies only.
Please do not use this number for non-emergency requests or matters unrelated to maintenance. For property-threatening emergencies after hours, please call (559) 578-2227.
Some maintenance issues may not be able to be handled immediately.
For example, if you are calling at midnight about sewage back up, a plumber may not be able to go out until morning. Please keep this in mind when calling, especially if it’s late.
If you are not sure if you are experiencing an emergency, please refer to our FAQ below.
AFTER-HOURS EMERGENCIES FAQ
No matter how urgent they may seem, some maintenance issues are NOT an emergency. The following are examples of maintenance issues that are NOT emergencies:
No air conditioning
While no A/C may be a real inconvenience, AC units need to be serviced by a certified HVAC technician and not an emergency handyman. Please submit a request online or contact our office maintenance department via voice mail.
In most cases a certified HVAC technician should make most heating repairs, not an emergency repairman. If the temperature is above 40 degrees, you may be uncomfortable, but it may not be an emergency. Please submit a request online or contact our office maintenance department via voice mail. While the situation is urgent, it sometimes cannot be handled until business hours resume.
No hot water
This may be considered an emergency ONLY if there has been no hot water for an extended period of time: i.e. more than 1 day. In the event that there is no hot water outside of normal business hours, please be resourceful in the meantime. Please submit a request online or contact our office maintenance department via voice mail. While the situation is urgent, it is not life or property threatening.
I’ve locked myself out of my apartment
Please contact a locksmith. This will be an out-of-pocket expense. It is advised that you have a spare key stored outside of your unit, either with a neighbor or elsewhere.
TOTAL electrical outage
First, check the circuit breakers in your apartment. They are usually located in the kitchen, closet, or hallway. If they are not flipped, or if you try to reset them and nothing happens, call the electric company next. If everyone else in the building has power, there may be a problem with your specific unit. If the entire building is out, there may be an outage in the neighborhood. If none of those scenarios are applicable, then call the after-hours emergency line so we can send an electrician. Note: If the electrician goes out and finds it was a simple case of the circuit breakers being flipped, you may be charged for the service call.
Partial electrical outage
Partial outages do not constitute an emergency. If a wall switch or outlet begins to smoke or smell like it is burning, turn off the switch or unplug items from the outlet and turn off the circuit breaker or remove the fuse, then submit a request online or contact our office maintenance department via voice mail.
My toilet is clogged
This may be considered an emergency ONLY if there is only one toilet in the property AND you have made every effort, including plunging, to clear the stoppage yourself. Most stoppages in toilets are caused by excess paper. If that is the case, you will be charged for the plumber’s visit. If the toilet is filling and you’re worried about an overflow, first shut off the water to the toilet. This can usually be accomplished by turning a small valve behind the toilet to the off-position. If the toilet has started backing up on its own, or the plunger did not work, then call the after-hours emergency line. You may be asked by the plumbing company to wait until the following business day. Note: If the plumber finds you were at fault for the stoppage, you may be charged for the service call.
It’s raining and my roof/ceiling is leaking.
First, move any belongings out of the way to avoid damage and set up something to catch the water (bowl, bucket, jar, etc.). Please submit a request online or contact our office maintenance department via voice mail. While the situation is urgent, it cannot be handled until after the rain stops. We will get a roofing company out as soon as possible once business hours resume. Please note: if it is raining, a roof company won’t be able to put down any kind of patch until the rain stops.