What Is Considered A Maintenance Emergency?
BHHS Florida Realty Gainesville Rental Division is pleased to provide our residents with 24-hour Emergency Service. Hopefully, you’ll never need this service, but if you do, you will certainly appreciate having our trained service staff just a phone call away. Before you pick up the phone to call us, though, we want you to know what to expect.
Emergency Service is just that: service we provide to you in the event of a true emergency. We have developed a response procedure for emergencies and other situations that arise during non-business hours. We believe that if you know what to expect from us, you’ll be better prepared to deal with an unexpected event.
Time to look it up on a website? Probably NOT an after-hours emergency…lack of AC, hot water, or a clogged drain are not emergencies at 9pm (or 3am). Report them to the office through your online tenant portal and they will be reviewed as soon as possible during business hours.
No Heat in your Apartment
This is only an emergency in extreme cold weather in winter time and when the heater is not working due to mechanical malfunction. If your gas or electric is shut off for non-payment of your bill, call your electric or gas provider.
No Electricity in your Apartment
Blown fuses are not considered after-hours emergencies. Please familiarize yourself with your fuse panel and/or breakers.
Electrical outage may be considered an emergency ONLY if there is no electricity throughout the unit AND:
- you have called the utility provider & the utility provider is not at fault
- you have checked all circuit breakers by flipping them hard to the OFF position and then hard to the ON position and have reset any and all GFI breakers (these are the little buttons sometimes found on outlets in bathrooms, kitchens, laundry rooms, and garages) OR any fuses have been checked and replaced if burned out.
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 report the problem during normal business hours or via your online tenant portal.
Gas Leaks or “Smell of Gas”
Natural gas has the unmistakable odor of rotten eggs. If you suspect an appliance is leaking gas, turn off the appliance and turn off the gas supply to that appliance (you should be able to find a shut-off handle somewhere on the supply line) and call GRU – 352.334.3434.
Flooding of your Apartment
Call immediately if there is risk of damage to possessions or the property and you cannot contain the leak. Turn off the water valve to the broken pipe or to the exterior water main, if you can locate it, until a contractor arrives. Do everything within your power to contain any leaking or flooding and, if necessary, contact other residents who may be affected by the leak.
Call 911 first!! Then call us.
Carbon Monoxide Presence
If you have gas heat or water, you should have a carbon monoxide detector installed. Carbon monoxide cannot be smelled. If your carbon monoxide detector sounds, take the following action:
- If no one is exhibiting symptoms of CO poisoning, then check the detector. If it is a battery operated one, take it outside. If it continues to sound, it is defective (or the battery is low).
- Otherwise, get all family members outdoors immediately
- Call 911
It is preferred that you leave all windows and doors closed provided everyone has left the apartment. This will allow a more accurate reading of CO levels to be measured when the Fire Department responds. Any open doors or windows may allow CO gases to dissipate before the arrival of the Fire Department.
Total stoppage of the plumbing drain system
If your plumbing drain system ceases to work, none of your sinks, tubs or toilets will function properly. The stoppage of one toilet or drain when other bathrooms are functional is not an emergency, see below. Any other “Life-Safety” or “Property Protection” issues arising from storm damage or criminal damage to the property.
No Hot Water in your Apartment
This may be considered an emergency ONLY if there has been no hot water for an extended period: days, not hours. In the event of no hot water, and it is not during a contractor’s normal business hours, we may be unable to repair the problem in as timely a manner as we would like, so be resourceful in the meantime.
Clogged or Backed Up Toilet
This may be considered an emergency ONLY if there is only one toilet in the unit AND you have made every effort, including plunging, to clear the stoppage yourself. In any case, turn off the valve behind the toilet, shut the lid and clean up any mess.
Noise Complaints or Security Issues
Please contact the Police @ 911. (If the problem is not serious enough to involve the Police, you still may wish to make us aware of it, so we can address the issue properly)
Failure of the AC system is NOT an emergency. Please report the problem on the web, via voice mail, or during regular office hours.
Locked Out of Your Apartment, or any problem involving your lock and/or key
If you lock yourself out of your apartment, you will need to call a locksmith. Lock-outs are not after hour emergencies. THE LOCK MAY NOT BE CHANGED unless absolutely necessary – and it is the Resident’s responsibility to ensure that our office is provided with a new key. If you are locked out during normal office hours, please stop by our office to obtain a spare key. You must bring your ID.
How to Contact Us
Call the office at 352.375.7104 and PRESS 3 (afterhours emergencies only)
This will put you into the afterhours emergency queue. Leave a detailed message including your name, phone number, property address, and description of your maintenance emergency. Your message will be forwarded to our on-call technician, who will get back to you as soon as possible.
Once you have contacted the emergency service, our maintenance technician must be able to reach you by phone. At this time, he or she will make arrangements for meeting you at your property to resolve the problem.
Please remember that you must leave your telephone number with the emergency service and you must be at home in order for the maintenance technician to respond.
Missed Appointments, Neglect and Unnecessary Service Calls
The resident is responsible for the payment of any invoice for which a repair was made for damage, etc., caused by their misuse or neglect. The resident is also responsible for the payment of any service call charged by a contractor for:
- a missed appointment
- for not providing access to the unit when requested
- for not leaving any keyless bolting devices unlocked and/or not following other instructions resulting in the contractor not being able to gain entry to the property
- in the event that there is a pet that the contractor feels is threatening in any way
- for other reasons that are clearly the fault of, and/or are under the control of, the resident that do not allow the contractor to complete the necessary work.
Residents may cancel an appointment by calling our office during regular office hours and speaking with a member of the management staff – 352.375.7104.