Emergency vs Non-Emergency Repairs

If a tenant just called about a repair and you're wondering whether to drop everything, the honest answer is: there's a clear line between emergency (drop everything, respond same-day) and non-emergency (schedule within a few days) repairs. Get it wrong and you either pay overtime rates you didn't need, or you face a habitability claim you could have prevented.

Okoniq Property Hub stores vendor emergency contacts + normal-hours contacts per trade so you're calling the right number at the right time.

What counts as an emergency?

Immediate threats to health, safety, or major property loss:

• No heat — during cold weather (below ~55°F outside)
• No running water (hot or cold, in either)
• Active water leak — flooding, burst pipe, roof leak in a storm
• Gas leak — call gas company immediately AND vendor
• Sewer backup — into unit
• Electrical hazard — sparking, exposed wires, no power to entire unit
• Fire or smoke damage
• Broken window/door — creating security or weather-exposure risk
• Locked out — tenant has no other means of entry
• Refrigerator failure — with food perishing
• Toilet non-functional — only toilet in unit

Response time: 24 hours or less — often same-day for most on this list.

What's non-emergency?

Everything else:

• Cosmetic issues — paint scuffs, minor dings
• Cabinet or door hardware — broken but functional
• Non-essential appliance — dishwasher, garbage disposal (unless leaking)
• Minor plumbing — slow drain, dripping faucet
• HVAC needing service — but working
• Pest treatment — non-emergency scheduling
• Landscaping

Response time: 3-7 days typically, up to 30 days for cosmetic.

What about after-hours?

Emergencies get after-hours response. Non-emergencies wait for regular business hours.

Vendors typically charge:

• Regular hours — standard rates
• Nights/weekends — 1.5-2x hourly
• Holidays — 2-3x hourly + emergency dispatch fee

Sending a plumber at 2am for a slow drain wastes money. Sending them at 2am for a flooding kitchen saves thousands in water damage.

The 15-minute triage question

When a tenant reports a problem, ask:

• Is anyone in danger? — emergency
• Is the property being damaged right now? — emergency
• Can the tenant continue to use the property normally tonight? — likely non-emergency
• Can it wait until tomorrow morning? — likely non-emergency

If the answer to any of the first two is yes, dispatch immediately regardless of hour.

What about repair-and-deduct after hours?

If you don't respond to a genuine emergency, some states allow the tenant to hire a vendor after hours themselves and deduct the cost from rent. See handling tenant repair complaints for the specifics of tenant remedies.

For a $500 after-hours dispatch fee you didn't authorize, the tenant may be entitled to deduct the entire amount if you were unreachable and the situation was genuinely urgent.

Keep vendor contact organized

Emergencies happen at 2am; you don't want to be Googling plumbers then. Okoniq Property Hub stores per-trade vendor contacts (plumbing, HVAC, electric, locksmith) with normal-hours + emergency numbers so response is a 30-second call. Related: handling tenant repair complaints, how often to inspect your rental, how much does a plumber charge per hour in 2026, and the Renting & Tenants hub.

Frequently asked questions

What if the tenant thinks it's an emergency but I don't?

Communicate clearly: "Based on your description, this doesn't sound like a same-day emergency — I've scheduled a plumber for Wednesday morning." If they still push, either accommodate to avoid escalation OR document your reasoning + response time in writing.

Should I have an on-call number for tenants?

For after-hours emergencies, yes — either your cell phone (with clear expectations) or a property management service line. Availability matters more than fancy systems; a landlord who answers at 10pm keeps tenants long-term.

What if I'm on vacation?

Have a designated backup — property manager, trusted contractor, or landlord friend. Tenants must be able to reach SOMEONE for genuine emergencies. Failing that duty exposes you to liability.

This is general information, not legal advice. Landlord response obligations vary by state — consult a local attorney if a habitability claim escalates. Okoniq Property Hub keeps vendor contacts and response logs organized. Get started free.