How to Handle Emergency Maintenance Over the Holidays

You might think the most important point regarding emergency maintenance is the speed, but I would say it’s actually the expectations. Tenants need to understand what you are and are not willing to do up front. 

If it’s not a real emergency or it’s something that can wait until tomorrow, you have to be firm and say “no.” As far as real emergencies go, the vast majority have to do with

1) a water leak

2) a sewage backup

3) no functional toilet. In other words, it’s generally water-related.

Emergency Property Maintenance During the Holidays

With regard to the holidays, stick to the same response you’d give any other day of the year. After all, your maintenance technician probably also has plans.

You should still take emergency calls, though (or your manager or maintenance tech should). Even though the tenant will be disappointed, it’s still better for them to feel that way than to feel completely ignored. And remember, you should set the expectations as to what you can and can’t do up front during the lease signing. This needs to include what is and what is not considered an emergency.

Another reason you need to take these calls is that, unfortunately, some emergencies are so dire that you need to do something—even if it’s 11:59 pm on December 31st (which in the year 2020, may be an even bigger celebration than usual).

These emergencies are those water-related incidents noted above, particularly a leak or a sewage backup. If you have a maintenance tech or contractor willing to go out on New Year’s Day, then go ahead and send them out. Or on the odd chance you are a skilled plumber who invests in real estate, you could do it yourself.

“Emergency maintenance does not happen often. For each unit, it will happen, on average, less than once a year. Just make a plan and follow through on that plan.”

But even still, the fear of middle-of-the-night emergency maintenance “is so paralyzing, in fact, I’ve heard stories where people eschewed becoming a landlord just to avoid it.” This is completely unnecessary. And luckily, holiday emergency maintenance is even rarer.

That being said, it does occasionally happen. Have a plan for extreme issues, and stick to it. Don’t let the paranoia consume you. You will be fine.

Happy Holidays!