Real Property Management Heritage is pleased to provide our residents with our 24-hour Emergency Maintenance Hotline.
Hopefully, you’ll never need this service, but if you do, you will certainly appreciate having our trained service staff just a phone call away. Before you pick up the phone to call us, though, we want you to know what to expect.
Emergency Service is just that: service we provide to you in the event of a true emergency. We have developed a response procedure for emergencies and other situations that arise during non-business hours. We believe that if you know what to expect from us, you’ll be better prepared to deal with an unexpected event.
Did you have time to Google it? It’s probably NOT an emergency. For example, lack of A/C, hot water, or a clogged drain are not emergencies at 9pm (or 3am). Report them to the office through yourtenant portal and they will be reviewed within 24 hours.
Popped breakers are not considered after-hours emergencies. Please familiarize yourself with your fuse panel and/or breakers. In some instances the fuse panels or breaker boxes may be in both the garage or on the outside of the home.
Gas Leaks or “Smell of Gas”
To report a suspected natural gas leak, immediately leave, go to a safe location, call 911 and then call our natural gas Leak Emergency Hotline: 612-372-5050 or 800-296-9815.
Flooding of your Property
Call immediately if there is risk of damage to possessions or the property and you cannot contain the leak. Turn off the water valve to the broken pipe or to the exterior water main, if you can locate it, until a contractor arrives. Do everything within your power to contain any leaking or flooding and, if necessary, contact other residents who may be affected by the leak.
Get Out. Call 911 first!! Then call us.
Carbon Monoxide Presence
If your have gas heat or water, you should have a carbon monoxide detector installed—most of our units with gas already have such units. They may be purchased at most any hardware or home improvement store. Carbon monoxide cannot be smelled. If your carbon monoxide detector sounds, take the following action:
- If no one is exhibiting symptoms of CO poisoning, then check the detector. If it is a battery operated one, take it outside. If it continues to sound, it is defective (or the battery is low).
- Otherwise, get all family members outdoors immediately
- Call 911
It is preferred that you leave all windows and doors closed provided everyone has left the property. This will allow a more accurate reading of CO levels to be measured when the Fire Department responds. Any open doors or windows may allow CO gases to dissipate before the arrival of the Fire Department.
Total stoppage of the plumbing drain system
If your plumbing drain system ceases to work, none of your sinks, tubs or toilets will function properly. The stoppage of one toilet or drain when other bathrooms are functional is not an emergency, see below. Any other “Life-Safety” or “Property Protection” issues arising from storm damage or criminal damage to the property.
No Hot Water
This may be considered an emergency ONLY if there has been no hot water for an extended period of time: days not hours. In the event of no hot water, make sure you have set up or paid the gas utility. If it is not during a contractor’s normal business hours, we may be unable to repair the problem in as timely a manner as we would like, so be resourceful in the meantime.
Clogged or Backed Up Toilet
This may be considered an emergency ONLY if there is only one toilet in the unit AND you have made every effort, including plunging, to clear the stoppage yourself. In any case, turn off the valve behind the toilet, shut the lid and clean up any mess – due to health issues Real Property Management Heritage representatives will generally not begin work until the area is cleaned up and essentially free of bacterial contaminants.
Noise Complaints or Security Issues
Please contact the Police @ 911. (If the problem is not serious enough to involve the Police, you still may wish to make us aware of it, so we can address the issue properly, by leaving a Voice Message, describing the problem in detail, at 832-7001-0766. Do not call anyone on the emergency list.)
Failure of the AC system is NOT an emergency. Please report the problem on the Tenant Portal.
Locked Out, or any problem involving your lock and/or key
If you lock yourself out of your property, you will need to call a locksmith. Lock-outs are not after hour emergencies. THE LOCK MAY NOT BE CHANGED unless absolutely necessary – and it is the Resident’s responsibility to deliver new keys to any new lock. If you are locked out during normal office hours, please stop by our office to sign out a spare key. This spare key must be returned to the office by the close of business the same day.
How to Report a Non-Emergency Maintenance Issue
Log into your portal and submit a maintenance request in your Tenant Portal
How to Report an Emergency Maintenance Issue
Call our Emergency Maintenance Hotline at 832-319-6111
Once you have contacted the maintenance hotline, he or she will make arrangements for meeting you at your apartment to resolve the problem.
Missed Appointments, Neglect and Unnecessary Service Calls
The resident is responsible for the payment of any invoice for which a repair was made for damage, etc., caused by their misuse or neglect. The resident is also responsible for the payment of any service call charged by a contractor for:
- a missed appointment
- for not providing access to the unit when requested
- for not leaving any keyless bolting devices unlocked and/or not following other instructions resulting in the contractor not being able to gain entry to the property
- in the event that there is a pet that the contractor feels is threatening in any way
- for other reasons that are clearly the fault of, and/or are under the control of, the resident that do not allow the contractor to complete the necessary work.
Residents may cancel an appointment by calling our office during regular office hours and speaking with a member of the management staff no less than 90 minutes prior to their scheduled appointment with the contractor.