Most maintenance issues can wait for a standard work order — a slow drain, a sticky door, a light fixture that needs attention. But some situations can't wait, and knowing the difference matters. Acting quickly on a real emergency can prevent serious property damage, protect your safety, and minimize disruption to everyone in the building.
Here's how to recognize a maintenance emergency, what to do in the moment, and how to reach us after hours.
Emergency vs. Non-Emergency: Know the Difference
True Emergency — Act Now
- Active water leak or flooding inside the unit
- No heat when outdoor temperatures are below 55°F
- Complete loss of electrical power (not an outage)
- Gas odor — leave immediately and call the gas company
- Carbon monoxide alarm sounding
- Sewage backup into the unit
- Broken exterior door or window lock — unit unsecured
- Fire — call 911 immediately
Urgent, But Not After-Hours
- No hot water (cold water still working)
- A/C not working in moderate temperatures
- Single circuit breaker tripped
- Clogged toilet (if you have a second bathroom)
- Appliance not working properly
- Minor pest sighting
- Dripping faucet or running toilet
What to Do First in Common Emergencies
Locate your unit's water shutoff valve and turn off the water supply immediately. In most units this is under the sink, behind the toilet, or near the water heater. If you can't find it or it doesn't stop the flow, find the building's main shutoff — typically in a utility room or basement. Then call us right away. The faster the water is off, the less damage occurs.
Don't turn any switches on or off. Don't use your phone inside. Leave the unit immediately, leaving the door open behind you. Once outside and away from the building, call your gas company's emergency line (WPS/Wisconsin Gas is available 24/7) and then call 911. Do not re-enter until emergency responders clear it.
Check your thermostat first — make sure it's set to heat and the temperature is above the current reading. Check whether the furnace filter is accessible and visibly clogged. Check the circuit breaker for the furnace. If none of these resolve it and temperatures are dropping, call our emergency line. Wisconsin law requires functional heat be restored promptly.
If you see sparking, smell burning, or have an outlet that's warm to the touch, stop using it immediately. Flip the associated breaker in your electrical panel if you can identify it safely. Do not attempt to investigate further. Call us or, if there's any sign of fire or smoke, call 911.
Stop using all drains and toilets in the unit immediately — running more water will make the backup worse. Do not attempt to plunge or clear a sewage backup yourself. This requires professional equipment. Call our emergency line right away; sewage backups are a health hazard and a top-priority repair.
Save These Before You Need Them
The worst time to look for an emergency contact is during the emergency. Take a moment now to save the following in your phone:
- Our emergency maintenance line — in your lease agreement and Tenant Portal
- Wisconsin Public Service (gas emergencies): 800-450-7260
- Your local utility company for power outages
- Your building's water shutoff location — ask us if you don't know where it is
If you're not sure whether something qualifies as an emergency, err on the side of contacting us. We would always rather respond to something that turns out to be minor than have a tenant wait on a situation that escalates overnight. A quick message through the Tenant Portal — even after hours — creates a timestamped record and puts us on notice.
Most tenancies go years without a true emergency. But knowing exactly what to do when one happens means you'll respond calmly and correctly instead of scrambling. A little preparation now pays off when it matters most.