Emergency vs. Non-Emergency Maintenance: A Decision Framework for Landlords

The 2 AM Toilet Call: Emergency or Not? 

Your phone rings at 2 AM. It's your tenant. The toilet is overflowing. Water is on the bathroom floor. They're panicking. 

Is this an emergency? Maybe. If the overflow is caused by a sewer line backup that's sending water into multiple fixtures, yes — that's an emergency that requires immediate professional intervention. If the toilet is running because someone flushed something they shouldn't have and the water is confined to the bathroom with a working shutoff valve, it's urgent but not an emergency. The tenant can turn off the valve, mop up the water, and wait for a plumber in the morning. 

The distinction matters because emergency service calls cost two to three times more than regular-rate appointments. A plumber who charges $150 during business hours might charge $350 to $500 for the same job at 2 AM on a Saturday. Across a year of unnecessary emergency calls, the overspend adds up to thousands. 

But under-responding is equally expensive. A burst pipe that goes unaddressed overnight can cause $10,000 in water damage. A gas leak that waits until morning is a safety hazard. A broken furnace in January when temperatures are below freezing is a habitability issue with legal implications. 

The landlords who manage this well aren't the ones who respond to everything immediately or the ones who make everything wait until Monday. They're the ones with a clear framework that categorizes issues correctly and responds proportionally. 

The Four-Tier Framework 

Tier 1: True Emergency — Immediate Response Required 

These are situations that pose an immediate threat to life, safety, or property. Response time: as soon as possible, regardless of the hour.

Gas leaks or the smell of gas. Fire or smoke. Major flooding from burst pipes. Complete loss of heat when outdoor temperatures are at or below freezing. Electrical hazards (sparking outlets, burning smells from electrical panels). Security breaches (broken doors, broken windows, break-ins). Sewage backup into living spaces. Carbon monoxide detector activation. 

For these situations, the tenant should call 911 or the relevant utility company first (gas company for gas leaks, fire department for fire), then notify you. You should have an emergency plumber and electrician who can respond within one to two hours, even outside business hours. 

Tier 2: Urgent — Same-Day or Next-Day Response 

These are issues that don't pose an immediate safety threat but will cause significant damage, discomfort, or habitability concerns if not addressed within 24 to 48 hours. 

Water leaks that are contained but ongoing. Toilet malfunctions (when the property has only one bathroom). Air conditioning failure during extreme heat. Refrigerator failure (food spoilage risk). Partial loss of electrical power. Hot water heater failure. Lock malfunctions that affect security. 

For Tier 2 issues, schedule a contractor for the next available appointment during business hours. If the report comes in on Friday evening and the next available appointment is Monday, provide the tenant with interim guidance (e.g., which shutoff valve to use, where to find the breaker panel). 

Tier 3: Routine — Schedule Within the Week 

These are maintenance issues that affect the tenant's comfort or convenience but don't create immediate risk. 

Slow drains. Running toilets (where a shutoff valve controls the issue). Appliance issues that don't involve food spoilage. Minor leaks from fixtures. Door or window hardware problems. Cosmetic damage (chipped paint, small drywall holes). Pest issues that aren't severe. 

For Tier 3 issues, schedule during regular business hours at a time that works for both the tenant and the contractor. Response within three to five business days is generally acceptable. 

Tier 4: Cosmetic/Optional — Schedule at Convenience 

These are items that don't affect functionality, safety, or habitability. 

Paint touch-ups. Weatherstripping replacement. Caulking updates. Cabinet hardware. Landscaping issues. Minor aesthetic concerns. 

For Tier 4 items, address during turnover or scheduled maintenance visits. These don't require dedicated contractor trips. 

Teaching Tenants to Triage 

One of the most effective ways to reduce unnecessary emergency calls is to give your tenants a simple guide for self-assessment. 

At move-in, provide a one-page reference that covers: how to shut off the main water valve, how to shut off the water to individual fixtures (toilets, sinks), where the electrical panel is and how to reset a tripped

breaker, where the gas shutoff is, how to use a plunger properly, and when to call 911 versus when to contact you. 

This isn't about making tenants do your job. It's about giving them the tools to take immediate action that prevents damage while the professional response is being coordinated. The tenant who knows how to shut off the water valve under a leaking toilet at 2 AM prevents $3,000 in water damage while waiting for a plumber. The tenant who doesn't know where the valve is stands there watching the floor flood. 

Setting Spending Thresholds by Tier 

Your spending authorization rules should align with your triage framework: 

• ‍Tier 1 emergencies: authorize your contractor to proceed immediately up to a reasonable threshold — typically $500 to $1,000 — without requiring your approval. You can't have a plumber waiting for your text-back approval while a pipe is flooding a unit. 
• ‍Tier 2 urgent issues: require a quote before work begins, but expedite your approval process. Aim for same-day approval so work can start within 24 hours. 
• ‍Tier 3 routine issues: get quotes from your preferred vendor, compare against your records for similar repairs, and approve at your convenience. 
• ‍Tier 4 cosmetic items: batch these for scheduled maintenance visits to minimize contractor trip charges. 

The framework removes the guesswork from every maintenance call. Instead of evaluating each request from scratch — Is this serious? Should I call someone now? Can it wait? — you categorize it, apply the corresponding response protocol, and move on.