The Difference Between Emergency and Non-Emergency Maintenance (And Why It Matters)

When something goes wrong in your apartment, it can be hard to know how urgent it really is. Should you call the emergency line at 11pm, or wait until morning to submit a request through the portal? Understanding the difference between emergency and non-emergency maintenance helps you get faster service, protects your apartment, and keeps the maintenance team available for situations that genuinely cannot wait.

What Counts as an Emergency

An emergency maintenance issue is anything that poses an immediate risk to your safety, health, or the structural integrity of the building. These situations require a same-day or immediate response and should be reported right away, regardless of the time.

Common examples include:

• No heat during cold weather

• Active water leaks or flooding

• Gas smell or suspected gas leak

• Complete loss of electricity in your unit

• Broken locks or doors that cannot be secured

• Sewage backup or overflow

• Fire or smoke (call 911 first)

If you are unsure whether something qualifies as an emergency, err on the side of reporting it. A slow leak left overnight can cause significant damage to floors, walls, and neighboring units.

What Does Not Count as an Emergency

Non-emergency maintenance issues are things that affect your comfort or convenience but do not pose an immediate safety risk. These should be submitted through your resident portal during normal business hours.

Common examples include:

• A single burned-out light bulb

• A dripping faucet that is not causing damage

• A broken appliance that is not a stove or refrigerator

• Cosmetic damage such as scuffed walls or a loose cabinet hinge

• Window screens with small tears

• Slow drains that are not backing up

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Submitting these through the portal rather than the emergency line allows the maintenance team to schedule and prioritize work efficiently.

Why the Distinction Matters

Emergency lines exist for situations where waiting until the next business day would cause harm or significant damage. When non-emergency issues are called in after hours, it pulls maintenance staff away from genuine emergencies and slows response times across the board.

Reporting the right issues through the right channels helps everyone in the community get faster, better service.

A Few Tips for Any Maintenance Request

Whether the issue is urgent or not, a clear maintenance request gets resolved faster. Include your unit number, a brief description of the problem, and when you first noticed it. If the issue involves water, note whether it is still active. Photos help when the problem is visible.

Maintenance FAQs

What if I'm not sure whether something is an emergency? When in doubt, report it. Your property management team would rather assess a non-urgent issue than have a real emergency go unreported.

Can I submit maintenance requests at any time? Yes. Most ORLO-managed communities use a resident portal where you can submit requests 24 hours a day. Emergency issues should always be called in directly.

What happens after I submit a request? You should receive a confirmation and an estimated response timeframe. If you do not hear back within a reasonable window, follow up with your onsite team.

Am I responsible for any repairs in my apartment? Your lease will outline tenant responsibilities. In most cases, residents are responsible for minor items like replacing light bulbs, while the property management team handles anything related to building systems, appliances, or structural components.

If you have a maintenance request or are unsure whether your issue qualifies as an emergency, contact us or log in to your resident portal.