It’s 11:47 PM on a Tuesday.
Your phone rings. It’s your tenant.
“The toilet is running. It won’t stop. I need you to fix this RIGHT NOW.”
You’re exhausted. You have an early meeting tomorrow. But you’re a good landlord, so you drag yourself out of bed, drive 30 minutes across town, and discover… the handle is stuck. A 30-second fix that could have waited until morning.
You just lost 2 hours of sleep and your sanity for a non-emergency.
After 19 years of managing 158 properties in the Lansing area, I’ve taken thousands of maintenance calls. And I can tell you this: Most “emergencies” aren’t emergencies at all.
The problem? Most property owners don’t have a clear definition of what qualifies as an emergency. So they treat everything like one — and burn themselves out in the process.
Let me show you the simple 3-question test we use to determine what’s truly urgent, what can wait, and how to communicate this to your tenants.
Why This Matters More Than You Think
Before we get to the test, let’s talk about why getting this wrong is so costly.
The Cost of Treating Everything as an Emergency
For DIY landlords: – Sleep deprivation and burnout – Paying emergency rates for nonurgent issues ($200+ premium) – Training tenants to call you for everything – No boundaries between work and life – Resentment toward your tenants and properties
For your tenants: – Confusion about when to actually call – Fear of bothering you (so real emergencies go unreported) – Frustration when you don’t respond “fast enough” Lack of trust in your responsiveness For your business: – Higher maintenance costs (emergency rates are 2-3x normal) Contractor fatigue (they stop answering your “emergency” calls) – Reputation damage (tenants complain about unclear expectations) – Legal liability (real emergencies get missed in the noise)
The Cost of Missing Real Emergencies
On the flip side, treating a real emergency like it can wait is even worse:
- Water damage: $2,000-$10,000+ in repairs
- Fire hazard: Property loss, injury, liability
- Security breach: Tenant safety, legal exposure
- Health hazard: Mold, carbon monoxide, lead exposure
- Habitability issues: Tenant can withhold rent or break lease
The sweet spot: A clear, consistent definition that protects your property, your tenants, and your sanity.
The 3-Question Emergency Test
Here’s the framework we’ve used for 19 years to instantly categorize every maintenance request:
Question 1: Is There Immediate Danger to Life or Safety?
If YES → This is an emergency. Respond immediately.
Examples: – Fire or smoke – Gas leak or smell of gas – Carbon monoxide alarm going off – Electrical sparking or burning smell – Broken locks or security breach (door won’t lock) – No heat in winter (below 32°F outside) – Flooding or major water leak – Sewage backup into living space – Structural damage (collapsed ceiling, broken stairs)
Response time: Immediately (within 1 hour)
Why it’s an emergency: Someone could get hurt or die. Property could suffer catastrophic damage. Legal liability is high.
Question 2: Is There Active, Ongoing Damage to the Property?
If YES → This is urgent. Respond within 24 hours. Examples: – Running toilet (wasting water, high bill) – Leaking pipe under sink – Roof leak during rain – HVAC not working (but weather is mild) – Water heater leaking Refrigerator not cooling – Pest infestation (active, visible)
Response time: Same day or next business day (within 24 hours) Why it’s urgent: Every hour increases damage and cost. Not life-threatening, but needs fast action to prevent escalation.
Question 3: Does This Impact Basic Habitability?
If YES → This is a priority. Respond within 7 days.
Examples: – Clogged drain (slow but draining) – Minor plumbing issues – Broken appliance (stove, dishwasher) – HVAC making noise but working – Cracked window (not broken) – Door sticking or squeaking – Light fixture not working – Loose handrail
Response time: Within 7 days (schedule during normal business hours) Why it’s a priority: Tenant comfort and lease obligations, but not urgent. Can be scheduled efficiently.
If NO to All Three Questions → This is routine maintenance.
Examples: – Cosmetic issues (paint touch-ups, minor scratches) – Tenant preference changes – Landscaping requests – Filter changes (unless overdue) – General wear and tear
Response time: Next scheduled maintenance visit or lease renewal Why it can wait: Not affecting safety, property, or habitability. Can be batched with other work.
Real Examples: Applying the Test
Let’s walk through some real calls I’ve received and how we categorized them:
Example 1: “The Furnace Stopped Working”
Question 1: Immediate danger? – Check outside temperature – If below 32°F → YES (risk of frozen pipes, hypothermia) – If above 50°F → NO Question 2: Active property damage? – If below 32°F → YES (pipes could freeze and burst) – If above 50°F → NO Question 3: Basic habitability? – YES (heat is required for habitability) Verdict: – Winter (below 32°F): Emergency — respond immediately – Mild weather (above 50°F): Priority — respond within 24 hours Our response: We keep backup space heaters for exactly this scenario. Deliver heaters immediately, schedule HVAC repair next business day.
Example 2: “The Toilet Won’t Stop Running”
Question 1: Immediate danger? – NO (annoying, but not dangerous) Question 2: Active property damage? – YES (wasting water, high utility bill, potential overflow) Question 3: Basic habitability? – Partially (toilet still works, just runs continuously) Verdict: Urgent — respond within 24 hours Our response: Walk tenant through turning off water valve (stops the damage). Schedule repair next business day.
Cost savings: Avoided $200+ emergency plumber call for a $20 flapper replacement.
Example 3: “There’s a Small Leak Under the Kitchen Sink”
Question 1: Immediate danger? – NO Question 2: Active property damage? – YES (water damage to cabinet, potential mold) Question 3: Basic habitability? – Partially (sink still usable with bucket) Verdict: Urgent — respond within 24 hours Our response: Have tenant place bucket to catch drips. Schedule plumber for next morning. Inspect for water damage during repair.
Example 4: “The Dishwasher Stopped Working”
Question 1: Immediate danger? – NO Question 2: Active property damage? – NO Question 3: Basic habitability? – NO (dishwasher is a convenience, not a necessity) Verdict: Priority — respond within 7 days
Our response: Schedule appliance repair during normal business hours. Tenant can hand-wash dishes in the meantime.
Example 5: “There’s a Crack in the Bedroom Wall”
Question 1: Immediate danger? – Check if structural or cosmetic – If structural (widening, near foundation) → YES – If cosmetic (drywall settling) → NO
Question 2: Active property damage? – If widening → YES – If stable → NO Question 3: Basic habitability? – NO (cosmetic issue)
Verdict: – Structural crack: Emergency — inspect immediately – Cosmetic crack: Routine — address at next inspection or lease renewal
Our response: Schedule inspection within 24 hours to assess. If cosmetic, add to routine maintenance list.
Example 6: “I Smell Gas”
Question 1: Immediate danger? – YES (explosion risk, carbon monoxide poisoning) Verdict: EMERGENCY — respond immediately
Our response: 1. Tell tenant to evacuate immediately 2. Call gas company emergency line (they respond 24/7) 3. Do NOT enter property until cleared by gas company 4. Schedule repairs immediately after clearance
This is the only scenario where we tell tenants to call 911 first, then call us.
How to Communicate This to Your Tenants
Having a clear definition doesn’t help if your tenants don’t know it. Here’s how we set expectations:
- Include It in the Lease
Our lease includes a clear “Maintenance Request” section: **“Emergency maintenance requests (fire, flood, gas leak, no heat in winter, security breach) should be reported immediately to our 24/7 emergency line: [number].
All other maintenance requests should be submitted through the tenant portal or by calling our office during business hours: Monday-Friday, 8 AM – 5 PM.”**
- Provide a Written Guide at Move-In
We give every tenant a one-page “Maintenance Guide” that includes:
CALL IMMEDIATELY (24/7 Emergency Line): – Fire or smoke – Gas leak – No heat (winter) – Major water leak or flooding – Sewage backup – Broken door locks – Electrical sparking
REPORT SAME DAY (Office Hours): – Running toilet – Leaking faucet – HVAC not working – Appliance failure – Pest sighting
SUBMIT THROUGH PORTAL (Within 7 Days): – Clogged drains – Minor repairs – Light bulbs – Cosmetic issues
- Train Them on First Steps
For common issues, we include troubleshooting steps:
Toilet running? Turn off water valve (show them where it is at move-in) Circuit breaker tripped? Check breaker box (label it clearly)
Garbage disposal jammed? Press reset button (show them at move-in) No hot water? Check pilot light (provide instructions)
This empowers tenants and reduces unnecessary calls by 30%.
- Respond Consistently
The key to training tenants is consistency:
- If you say “emergencies only after hours,” stick to it
- If something isn’t an emergency, tell them: “Thanks for reporting this. This isn’t an emergency, so we’ll schedule it for tomorrow morning.”
- If they abuse the emergency line, address it directly
Consistency builds trust and clear boundaries. Our Emergency Response System
Here’s how we handle the three categories at Simply Live:
Emergency (Immediate Danger)
Response time: Within 1 hour, 24/7 Process: 1. Tenant calls 24/7 emergency line 2. On-call manager answers (we rotate weekly) 3. Assess severity using 3-question test 4. Dispatch appropriate response (our team or contractor) 5. Manager stays in contact until resolved 6. Follow-up inspection within 24 hours
Cost: We eat the emergency rates because tenant safety and property protection are non-negotiable
Urgent (Active Damage)
Response time: Within 24 hours Process: 1. Tenant submits request via portal or calls office 2. Office staff assesses and schedules 3. Our in-house team handles 95% of these 4. Work completed next business day 5. Tenant notified when complete
Cost: Normal rates (no emergency premium)
Priority (Habitability)
Response time: Within 7 days Process: 1. Tenant submits via portal 2. Added to weekly work order schedule 3. Scheduled during normal business hours 4. Batched with other work in same area when possible 5. Tenant receives 24-hour notice before visit
Cost: Most efficient rates (batched work, planned trips)
The Financial Impact of Getting This Right
Let’s look at the real cost difference between treating everything as an emergency vs. using the 3-question test: Scenario: 5 Properties, 10 Maintenance Calls Per Month
Without the 3-Question Test (Everything is “Urgent”):
- 10 calls × 50% after-hours = 5 emergency calls/month
- Emergency plumber rate: $200/hour (2-hour minimum)
- 5 emergency calls × $400 = $2,000/month
- Annual cost: $24,000
With the 3-Question Test:
- 10 calls categorized: o 1 true emergency (10%): $400 o 3 urgent (30%): $150 each = $450 o 6 priority (60%): $100 each = $600
- Monthly cost: $1,450
- Annual cost: $17,400
Annual savings: $6,600 Plus: – Better sleep (9 fewer middle-of-the-night calls per month) – Better contractor relationships (they respect your boundaries) – Happier tenants (clear expectations, consistent response)
Common Mistakes Property Owners Make
Mistake #1: No Written Definition
Problem: Every call becomes a judgment call, leading to inconsistency and stress Solution: Write down your emergency criteria and share it with tenants
Mistake #2: Giving Tenants Your Personal Cell
Problem: No boundaries, 24/7 calls for everything, burnout Solution: Use a dedicated line that forwards to on-call manager
Mistake #3: Responding Too Fast to Non-Emergencies
Problem: Trains tenants to expect immediate response for everything Solution: Respond quickly to acknowledge, but schedule appropriately
Mistake #4: Responding Too Slow to Real Emergencies
Problem: Property damage escalates, tenant safety at risk, legal liability Solution: Have a true 24/7 emergency system with backup coverage
Mistake #5: Not Empowering Tenants
Problem: Tenants call for simple fixes they could handle themselves Solution: Provide troubleshooting guides and show them basic maintenance at move-in
When to Escalate Your Response
Sometimes a non-emergency becomes an emergency. Here’s when to escalate:
Escalate from Priority to Urgent if: – Tenant reports worsening condition – Weather forecast shows extreme temperatures – Multiple tenants report same issue – Issue affects multiple units
Escalate from Urgent to Emergency if: – Situation deteriorates rapidly – New safety concern emerges – Tenant reports injury or illness – Property damage accelerates
Trust your judgment, but err on the side of caution for safety issues.
How We Handle After-Hours Calls
Our 24/7 emergency line is one of our biggest differentiators. Here’s how it works:
The System
- Dedicated emergency line (not personal cell phones)
- Rotating on-call schedule (one week per manager)
- Clear escalation protocol (when to call backup)
- Contractor relationships (preferred vendors who answer 24/7)
- Follow-up system (every emergency gets next-day inspection) The Script
When a tenant calls after hours, our on-call manager asks:
“Is anyone in immediate danger?” – If YES → Dispatch immediately “Is there active water, fire, or gas involved?” – If YES → Dispatch immediately “Can this wait until morning without causing damage?” – If YES → “Thanks for calling. We’ll have someone there first thing tomorrow morning. In the meantime, [provide temporary solution].”
This script uses the 3-question test in plain language.
The Boundaries
We’re clear with tenants:
“Our emergency line is for true emergencies only: fire, flood, gas, no heat in winter, or security issues. For everything else, please submit a request through the portal or call the office during business hours.”
We’ve had to enforce this exactly twice in 19 years. Clear communication prevents abuse.
The Bottom Line
Property management is a marathon, not a sprint. If you treat every maintenance call like an emergency, you’ll burn out in six months.
The 3-question test gives you: – Clear boundaries between work and life – Lower maintenance costs (no unnecessary emergency rates) – Better tenant relationships (clear expectations) – Better contractor relationships (they respect your boundaries) Better sleep (fewer middle-of-the-night calls)
Most importantly: You can actually scale your portfolio without losing your mind.
Our Track Record
At Simply Live, we manage 250+ properties with this system: • 24-hour emergency response for true emergencies
- 95% in-house maintenance (faster, cheaper, better)
- 52 work orders per month handled efficiently
- 80%+ client retention for over 7 years
- 4.9-star Google rating (tenants appreciate clear communication)
We answer every call. But we don’t treat every call like an emergency.
That’s the difference between reactive chaos and proactive systems.
Ready to Stop Living in Emergency Mode?
If you’re tired of 2 AM phone calls for running toilets, let’s talk.
Free 20-minute consultation: We’ll discuss your properties and how to set up systems that protect your sanity while keeping your tenants happy and your properties maintained.
We serve rental property owners in the Lansing tri-county area. Our average client owns five properties, but we work with everyone from first-time landlords to investors with 100+ units.
You don’t have to choose between being a good landlord and having a life.
You just need better systems.
Let’s build them together.
Simply Live LLC | Lansing Tri-County Property ManagementPhone: [ (517) 258-0349] | Serving rental property owners in Michigan’s tri-county area for 19 years
Recent Comments