What qualifies as an after-hours maintenance emergency and how do I report an emergency?

Norrisparkflats is pleased to provide our residents with 24-hour Emergency Service. Hopefully, you'll never need this service, but if you do, you will certainly appreciate having our trained service staff just a phone call away. Before you pick up the phone to call us, though, we want you to know what to expect.

Emergency Service is just that: service we provide to you in the event of a true emergency. We have developed a response procedure for emergencies and other situations that arise during non-business hours. We believe that if you know what to expect from us, you'll be better prepared to deal with an unexpected event.

Time to look it up on a website? Probably NOT an afterhours emergency'. Lack of AC, hot water, or a clogged drain are not emergencies at 9pm (or 3am). Report them to the office through your portal and they will be reviewed within 8 hours, regardless of the time or day.

Emergencies

No Heat or AC in your Apartment
This is only an emergency in extreme cold weather when temperatures are under 50 degrees, in extreme hot weather conditions when temperatures are above 85 degrees, and when the HVAC unit is not working due to mechanical malfunction. If your electricity is shut off for non-payment of your bill, call your electric or gas provider.

No Electricity in your Apartment
Blown fuses and/or breakers are not considered after-hours emergencies. Please familiarize yourself with your fuse panel and/or breakers. In some instances, the breaker simply will need to be switched to the off position, then back to the on position, and this will solve your issue. However, if the issue is still reoccurring, please do enter it on the Tenant Portal and our team will respond appropriately.

Electrical outage may be considered an emergency ONLY if there is no electricity throughout the unit AND:

-        you have called PECO Energy AND PECO Energy is not at fault.

-        you have checked all circuit breakers by flipping them hard to the OFF position and then hard to the ON position and have reset all GFI breakers (these are the little buttons sometimes found on outlets in bathrooms, kitchens, laundry rooms, and garages) OR any fuses have been checked and replaced if burned out.

Partial outages do not constitute an emergency. If a wall switch or outlet begins to smoke or smell like it is burning, turn off the switch or unplug items from the outlet and turn off the circuit breaker or remove the fuse, then report the problem via the Tenant Portal.

Gas Leaks or 'Smell of Gas'
Please contact PGW at 215-235-1000 anytime you smell gas or know of a possible gas leak. Please also then also do inform our team via the Tenant Portal.

Flooding of your Apartment
Call immediately if there is risk of damage to possessions or the property and you cannot contain the leak. Turn off the water valve to the broken pipe or to the exterior water main, if you can locate it, until a contractor arrives. Do everything within your power to contain any leaking or flooding and, if necessary, contact other residents who may be affected by the leak. Of course, do also report this to our office immediately at any time, 800-374-5123.

Fire
Call 911 first!! Then call us.

Total stoppage of the plumbing drain system
If your plumbing drain system ceases to work, none of your sinks, tubs or toilets will function properly. The stoppage of one toilet or drain when other bathrooms are functional is not an emergency, see below. Any other 'Life-Safety' or 'Property Protection' issues arising from storm damage or criminal damage to the property.

Not Emergencies

No Hot Water in your Apartment
This may be considered an emergency ONLY if there has been no hot water for an extended period of time: days not hours. In the event of no hot water, and it is not during a contractor's normal business hours, we may be unable to repair the problem in as timely a manner as we would like, so be resourceful in the meantime.

Clogged or Backed Up Toilet
This may be considered an emergency ONLY if there is only one toilet in the unit AND you have made every effort, including plunging, to clear the stoppage yourself. In any case, turn off the valve behind the toilet, shut the lid and clean up any mess ' due to health issues Norrisparkflats representatives will generally not begin work until the area is cleaned up and essentially free of bacterial contaminants.

Noise Complaints or Security Issues
Please contact the Police @ 911. (If the problem is not serious enough to involve the Police, you still may wish to make us aware of it, so we can address the issue properly, by emailing us at info@islanddevgroup.com our calling our office at 800-374-5123 during normal business hours.

Locked Out of Your Apartment, or any problem involving your lock and/or key.

If you lock yourself out of your apartment, you will need to call a locksmith. Lockouts are not after hour emergencies. THE LOCK MAY NOT BE CHANGED unless absolutely necessary (you must email us right away to inform us if this does happen at info@islanddevgroup.com). If you are locked out during normal office hours, if we are in the building or close by of course we will be happy to help. 'As a reminder, you have been provided with:

1.       A key fob (can be used on building entry AND apartment entry doors)

2.       A phone app (can be used on building entry AND apartment entry doors)

3.       A physical key (for the apartment entry door)

If for some reason you do not or did not receive all the above access methods at move in, please do contact our office immediately.

How to Contact Us

Routine Maintenance Requests: Entered in the Tenant Portal found here: https://my.innago.com/login

Office/After Hours Number: 800-374-5123. (***NOTE*** IF IT IS A TRUE AFTER-HOURS EMERGENCY PLEASE DO STATE THE NATURE OF YOUR EMERGENCY, YOUR NAME, BEST CALL BACK NUMBER, BUILDING NAME AND UNIT NUMBER.

Once you have contacted the emergency service, you must remain close by or at your apartment so the maintenance technician can reach you by phone. At this time, he or she will coordinate with you to resolve the problem.

Please remember that you must leave your telephone number with the emergency service, and you must be at home for the maintenance technician to respond.

Missed Appointments, Neglect and Unnecessary Service Calls
The resident is responsible for the payment of any invoice for which a repair was made for damage, etc., caused by their misuse or neglect. The resident is also responsible for the payment of any service call charged by a contractor for:

1.       a missed appointment

2.       for not providing access to the unit when requested

3.       or not leaving any keyless bolting devices unlocked and/or not following other instructions resulting in the contractor not being able to gain entry to the property

4.       for other reasons that are clearly the fault of, and/or are under the control of, the resident that do not allow the contractor to complete the necessary work.