Instructions for Emergency Maintenance Problem

Toilet clog (standing water)

Respond if that’s the only toilet. If the unit has 2 toilets and one is working, clogged toilet will be addressed next business day.

Try plunging the toilet before submitting a maintenance request.

Toilet backing up or overflowing (one-time occurrence)

Respond immediately with an on-call technician if plunging fails

Try plunging the toilet. If it continues to overflow, contact us again immediately.

Toilet continuously overflowing

Respond immediately with an on-call technician.

Turn off the toilet's water supply if you know how, avoid using the toilet, and contact maintenance immediately.

Tub or shower drain clogged

Respond on the next business day. If the drain is completely blocked and the next business day is more than 24 hours away, an on-call technician may respond.

Avoid using the affected drain if possible. Report whether the drain is slow or completely blocked. Do not pour chemical drain cleaners.

Sink clog (standing water or one-time overflow)

Respond on the next business day.

Try plunging the sink. If another sink is available, use that until repairs are completed.

Sink continuously backing up or overflowing

Respond with an on-call technician.

Stop using the sink and report whether water is actively overflowing.

Leaking faucet

Respond on the next business day.

Limit use of the faucet if possible and report the severity of the leak.

Sink or garbage disposal leak

Respond on the next business day unless the leak becomes severe.

Place a container under the leak if safe to do so. If you have a second sink, use that until repairs are completed.

Garbage disposal not working

Respond on the next business day.

Stop using the disposal until it has been repaired.

Unknown water leak or puddle

Respond immediately if there is active flooding or a rapidly growing puddle. Otherwise, respond on the next business day.

If you know where the water is coming from, shut off the water source if it is safe to do so. Report whether the puddle is growing and approximately how large it is.

Laundry hookup leak/clog (Cedars)

Respond if water continues backing up after the appliance is no longer in use.

Stop using the washer immediately. Report whether water continues to back up after use has stopped.

No hot water or water heater leak

Respond on the next business day. If the next business day is more than 24 hours away, an on-call technician may respond.

Inform resident across the hall not to use laundry. Let them know water heater is still going to leak if water is being used or not.

Other plumbing issues

Respond on the next business day unless the issue is causing active damage.

Report any damage or safety concerns when submitting the request.

Heating or cooling not working

Respond on the next business day. If indoor temperatures become hazardous, an on-call technician will respond and portable heating or cooling equipment may be provided.

Check that the thermostat is set correctly and report the current indoor temperature if possible.

Thermostat locked or battery issue

Respond on the next business day unless there’s a safety issue.

Report any error messages or display issues.

Unusual fan or vent noise

Respond on the next business day. If smoke or fire is present, respond immediately.

If you smell something burning, stop using the system and call back if the smell remains after two hours. Call immediately if you see smoke or flames.

Other HVAC concerns

Respond on the next business day.

Describe the issue as thoroughly as possible.

Range or stove not working

Respond on the next business day.

Stop using the appliance if it appears unsafe.

Range or stove sparking

Respond immediately if sparking is continuous. Otherwise, respond on the next business day.

If it sparks once, stop using the appliance and submit a maintenance request. If it continues to spark, contact maintenance immediately.

Refrigerator not working

Respond if resetting the breaker does not resolve the issue. A temporary refrigerator may be provided if needed.

If you are comfortable doing so, reset the breaker. Keep the refrigerator door closed as much as possible. Freezer vents need to be free from blockage.

Microwave not working

Respond on the next business day.

Stop using the microwave until it has been repaired.

Dishwasher not working

Respond on the next business day.

Stop using the dishwasher if it is leaking or appears unsafe.

Power outage (single outlet)

Respond if resetting the breaker does not restore power or if the outlet is needed for medical equipment.

Reset the breaker if you are comfortable doing so. Let us know if the outlet powers medical equipment.

Power outage (entire apartment)

Respond on the next business day unless the outage presents a health or safety concern.

Verify whether neighboring apartments also have power and report the results.

Fire alarm (Cottonwood/Spruce)

Coordinate with Resident Life or the Community Assistant.

Follow all evacuation procedures and contact Resident Life or your Community Assistant.

Child locked in bathroom

Respond immediately.

Stay with the child, remain calm, and avoid forcing the door open if possible.

Broken window

Respond on the next business day unless the damage creates an immediate safety concern. Temporary measures may be provided if necessary.

Carefully clean up loose glass if it is safe to do so. Stay away from broken glass and report whether the opening can be secured.