Maintenance categories and response times
Emergency, urgent and routine repairs — and how fast a technician will attend.
Every maintenance request is given a priority. The priority sets how quickly a technician reaches you.
| Priority | Response time | Examples |
|---|---|---|
| Emergency | Within 4 hours, 24/7 | Water leak or flooding, burst pipe, total power failure, sparks or burning smell, gas smell, no water, locked out, sewage backup |
| Urgent | Within 24 hours | AC not cooling, no heat, blocked toilet (with a second toilet available), fridge or stove not working, no hot water |
| Routine | Within 72 hours | Dripping faucet, loose cabinet door, light fixtures, minor carpentry, painting touch-ups, pest control |
Visit windows
- Emergency visits are scheduled right away, and a technician calls you before arriving.
- Urgent and routine visits are booked in a 2-hour window, for example 10 AM–12 PM.
- You'll get a text when the technician is on the way.
Access to your home
If you won't be home, you can give permission to enter. The technician is accompanied by building staff and leaves a job card.