24/7 Emergency Tenant Support: Respond Before Damage Multiplies

**True Emergencies (24/7 Response):** - Loss of heat in winter (below 20°C by law) - Total loss of water - Electrical hazard (sparking, burning smell) - Gas leak (immediate safety hazard) - Burst pipe/major leak (active water damage) - Risk of injury or property destruction

**Urgent but Not Emergency (next business day):** - Slow leak (can be contained by tenant) - Broken appliance (not critical) - Window repair in mild weather - Most maintenance requests

**Non-Urgent (scheduled within 3-7 days):** - Cosmetic issues - Routine maintenance - Requests without timeline pressure

**The Moment Tenant Calls (Any Time):** 1. We answer (no voicemail, real person or automated system) 2. Confirm emergency status (is it truly life/safety threatening?) 3. Provide immediate guidance ("Turn off water here..." / "Leave apartment and wait outside") 4. Dispatch contractor or respond ourselves 5. Keep tenant informed (ETA, what to expect, what to do)

**If It's a True Emergency:** - Contractor dispatched within 30-60 minutes - Emergency premium ($100-300) applied to bill - We coordinate directly with contractor - Tenant gets updates continuously

**Documentation:** - Call time logged - Actions taken documented - Cost tracked - Follow-up repair scheduled for next day if needed