The Difference Between Emergency & Routine Maintenance

The language outlined in the lease in regards to maintenance, may be just a little confusing. One of the greatest advantages of multifamily living is the comfort of knowing that maintenance can be easily requested.  To be clear on what is considered routine verses emergency, make take a little explaining.


The  Routine Maintenance are not high priority but can be handled during normal business hours. A few examples include:

  • Dripping water faucets
  • Broken tissue holders
  • Stove burner won’t heat up

These issues may require a few days before a maintenance professional is able to schedule a visit to your home without it endangering your health or potentially damaging your apartment.  These types of requests are submitted via the Resident Portal.  If you are wondering what the status of your Maintenance Request is,  or perhaps you need more information on damage/replacement fees, we can help with clarity on those issues also!


If there is a maintenance issue that requires expedited attention, but not immediate attention, it is considered a high-priority maintenance issue. These high-priority issues receive first priority over non-emergency issues and are usually done during regular maintenance hours.  These types of requests are also submitted via the Resident Portal.   A few examples include:

  • Air Conditioning not working
  • Dishwasher Leaking
  • Plumbing Leak
  • Locked out of your apartment

Emergency maintenance are issues that require immediate attention for the safety of the occupants, the property and your belongings. After business hours, emergency requests should be called into the 24/7 Maintenance Call Center Line  1-901-254-7572.  One our of on-site maintenance staff members will be in contact with you shortly after receiving the call to get more information about your situation. The After-Hours Maintenance member will visit your home as quickly as possible if:

  • No Air Conditioning in the Apartment
    If a request for air conditioning maintenance is made when the outside temperature at least 90 degrees, it is considered an emergency request. If it is below 90 degrees, it will be considered a high-priority request. Although we may not always be able to make repairs-during a after hours emergency-we want to make sure that we communicate with you and get the repair completed asap.
  • Door/Apartment Security
    If  Crime is a epidemic that no one is ever completely immune from. In the unfortunate event that your apartment door or apartment, requires maintenance in order to be secured, contact the authorities immediately and then reach out to the 24/7 Maintenance Call Center.
  • Major Flooding
    Flooding may happen, even if the source does not start in your home. Before calling the after-hours maintenance number, make sure to turn off the water valve to stop to flow of water.
  • Refrigerator not working
    Refrain from opening the refrigerator door should it stop working in the middle of the night. Usually the cold air will stay for a few hours.
  • Window or Door Locks Malfunction
    Door Lock Malfunction does not include a lock out of the apartment. Should you be in a situation where you accidentally lock yourself out of your home during after-hours, please contact a locksmith at your own expense.
  • Clogged Toilet (if only one is in unit)
    If there is only one bathroom and the toilet becomes clogged in the home, it is considered an Emergency Maintenance issue. If there is a second toilet in the unit, please refrain from using the clogged toilet. The maintenance team will consider this as a high-priority maintenance issue and will expedite the request.
  • Fire in the unit/building
    Should there be a fire in your home or see a fire happen near the community, call 911 first! Then alert the maintenance department about this issue.


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