Determine the Severity of the Maintenance Issue 

Urgency Levels:

• High Urgency: Complaints should be fixed or at least looked at the same day or same hour if necessary.

• Moderate Urgency: Complaints should be fixed within 48 hours.

• Low Urgency: Complaints should be fixed within one week.

Examples of High Urgency Requests: Immediately

• Structural Issues

• Lack of Heat in winter

• Lack of Hot Water

• (Most) Leaks in the Property

• Clogged Toilet

• Smell of Gas

• Lights Not Functioning in Common Areas and Hallways

• Safety Issues Such as Doors or Windows that Do Not Lock Properly/Missing Locks

Examples of Moderate Urgency Requests: In a Timely Manner

• Appliances Not Working- If the appliance was supplied by Agent/Owner.

• Clogged or Slow Shower or Sink Drain

• Interior Light Stops Working- Not just the bulb burning out. The actual light fixture is not working.

• Air Conditioning Not Working in Summer

• Large Hole in the Wall

Examples of Low Urgency Requests: Time Is Not of the Essence

• Cracked Tile

• Grout Coming Up

• Damaged Flooring That Does Not Create a Walking Hazard- Tear in carpet/stain in carpet/hardwood floor needing repair/saddle coming up

• Running Toilet

• Small Leak or Drip in Faucet

• Cabinet Doors Off Their Hinges

• Interior Apartment Doors Off Their Hinges/Door Not Closing Properly

• A Draft

• Minor Hole in the Wall

• Molding or Trim Needing Repair