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What Is Considered a Maintenance Emergency?

A maintenance emergency, sometimes called emergency maintenance or an emergency repair, is any condition that causes injury, threatens your health, or causes serious property damage. If your situation fits that description, do not submit an online request and wait. Call our 24-hour line at (971) 270-2600 right away.

Report an Emergency: (971) 270-2600

What counts as a maintenance emergency?

Call us immediately if:

  • There is a fire (call 911 first).
  • You smell or suspect a gas leak or have a broken gas line.
  • There is a broken water line, an uncontrolled water leak, or flooding.
  • You have no heat (see the note below for cold weather).
  • You are locked out of your home.

These threaten safety or can cause fast, expensive damage, so we handle them as emergency maintenance, outside normal business hours.

What is not a maintenance emergency?

The following are real maintenance issues, but they are handled during regular hours through your online tenant portal, not the emergency line:

  • A/C or heater not working during mild weather
  • An appliance not working as expected
  • Plumbing problems that are not actively flooding
  • Hot water heater issues
  • Garage or door issues
  • Electrical issues that are not a safety hazard

Submitting these through the portal creates a documented request, lets you attach photos, and routes the job to the right vendor faster.

What about no heat or extreme temperatures?

Loss of heat is treated as an emergency when indoor conditions become unsafe, especially during a Portland-area cold snap or for households with young children, elderly residents, or anyone medically vulnerable. If your heat is out and it is cold, call the 24-hour line rather than waiting on an online request.

How to report an emergency maintenance request

  • Emergency (the conditions above): call (971) 270-2600, 24 hours a day.
  • Non-emergency: log in to your tenant portal and submit a maintenance request, or call our 24-hour maintenance hotline.

If you are ever unsure whether something qualifies, call. We would rather take the call than have a small problem become a major repair.

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