Page 8 - Welcome home Book

What is an emergency in my home?

If you have an emergency outside of our normal business hours, you’re covered! Not exactly sure what
is considered an emergency? No problem! Refer to the list below to see if the issue you’re currently
experiencing is an emergency. If not, contact us on the next business day to resolve your problem either
on the app, active building or by calling your onsite team.

Attention: Under no circumstances are emergency maintenance requests to be put into your app
whether its during business hours or not. Only non-emergency requests are to be put into your
Community App.
Heater: If the temperature in your apartment is below 65°F during the winter months.

Air Conditioning: If the temperature in your apartment is above 80°F during the summer months.

Broken Window, Lock, or Door: If your window becomes broken or if your outside apartment door/lock
is broken.

Water Leak: If there is a leak that is severe and running onto the floors.

If there is a minor faucet or shower drip, please call during business hours.
No Electricity: If there is NOT a general power outage or if your electricity has not been shut off due to
non-payment of bill.

Call Duke Energy or check with your neighbor to see if power is out in other apartments.

Inoperable Appliances: If the refrigerator or freezer is not cooling or if the stove/oven is working.
Toilet Backing Up: If your toilet is clogged and you have attempted to plunge it and have no success.

No Hot Water: If there is no hot water at all.

If water is warm or doesn’t last long, please call during business hours.

Garbage Disposal: If the disposal is backed up and both sides of the sink are clogged and will not drain.

Lock Out: If you become locked out of your apartment after business hours, there is a $35.00 charge
paid in cash to the staff member at the time of service. If you are unable to pay at the time of service,
the fee is increased to $50.00. A photo ID is required to show proof of residency before you will be
allowed into the apartment.

Fire: Dial 911 immediately. The fire department will notify our staff.

If your issue falls under any of the above-mentioned categories, please call your main office number
and follow the prompts for emergency maintenance to leave a detailed message with your name,
apartment number, phone number, and a description of the emergency. Please do not leave a message
for management on this app.