Maintenance Emergency Guidelines
Fire, gas leak, or life-threatening emergency: Call 911 immediately.
What Counts as an Emergency
The following are legitimate maintenance emergencies. All other maintenance matters will be addressed during normal business hours.
- Fire – Any fire that damages the property. If out of your control, call 911 first, then call us.
- No Heat – When outside temperature is below 45°F and the home’s primary heating source is not working.
- Safety Hazards
- Broken exterior doors or windows that cannot be secured.
- Electrical issues posing an immediate threat (if safe, shut off the breaker).
- Smoke or carbon monoxide alarm sounding continuously where the source cannot be found/corrected (chirping batteries are not emergencies).
- Anytime emergency services are called for a property-related issue (non-medical).
- Flooding & Water Damage
- Sewer backup: all toilets, showers, and sinks unusable.
- Water heater actively leaking (no hot water is not an emergency).
- Burst or frozen pipes.
- Major roof leak or significant water intrusion inside the home.
- Dishwasher or washing machine leak causing water damage.
- Only toilet in the property is not operational.
- Uncontrollable water flow (broken pipe).
- Power Outage – When neighboring properties have power but yours does not.
- Gas leak? Call NW Natural (800-882-3377) immediately, then call us at (503) 884-1185 .
Not Considered Emergencies
- Appliances not working (refrigerator, stove, oven, washer, dryer).
- Lockouts due to misplaced or lost keys.
- Air conditioning not working.
- Furnace pilot light out (call NW Natural).
Resident Responsibilities
If you notice any water leak, you must locate and turn off the water shut-off valve or the main supply line.
Damage resulting from failure to stop the leak will be charged to the resident.
Reminder: Calls that are an inconvenience, but not a true emergency, will be scheduled the next business day.