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5 Key Maintenance Emergency Strategies for Property Managers

The Latchel Team
June 15, 2023
property managers

🚨 Attention, property managers! Brace yourselves for the unexpected! In the whirlwind world of property maintenance, emergencies strike without warning. But fear not! In this blog post, we’ll equip you with the knowledge you need to handle those hair-raising moments. Get ready to navigate through the uncharted waters of emergency maintenance like a seasoned captain!

As professional property managers, you know that emergencies in maintenance are inevitable. Whether it’s a burst pipe flooding an apartment or a power outage in the dead of winter, being prepared and having a solid plan is crucial. In this blog post, we’ll explore five key strategies you should consider when facing emergencies in maintenance. These strategies will help you respond effectively, minimize damage, and keep your owners and residents reassured:

  1. Assessing Potential Risks
  2. Establishing Communication Protocols
  3. Rapid Response and Prioritization:
  4. Coordinating with Contractors and Service Providers
  5. Maintaining Calm and Supporting Residents

The Importance of Preparation

When it comes to emergency maintenance, preparation is paramount. By having a well-thought-out plan in place, you can minimize chaos and handle crises with confidence. Consider the following conditions:

1. Assessing Potential Risks:

To effectively prepare for emergencies, you must identify potential risks within your properties. Conduct a thorough risk assessment to pinpoint vulnerable areas, such as aging infrastructure, electrical systems, or areas prone to natural disasters. By understanding the risks, you can prioritize preventative measures and allocate resources wisely.

2. Establishing Communication Protocols:

During emergencies, clear and efficient communication is vital. Establish communication protocols that outline who should be notified, how to escalate urgent situations, and how to keep all stakeholders informed. Implement a reliable communication system, such as a dedicated emergency hotline or a group messaging platform, to ensure seamless information flow during critical moments.

There are plenty of 24/7 maintenance call center options out there, and the best one depends on your personal goals and the goals of your business. Though, for most property managers and landlords, there are a few elements that are crucial to the business. Learn about them here.

Handling Emergencies Effectively

Now that we’ve covered the importance of preparation, let’s dive into the heart of handling emergencies effectively:

3. Rapid Response and Prioritization:

When an emergency occurs, swift action is necessary. Train your maintenance team to respond promptly and prioritize tasks based on urgency. Ensure they understand the chain of command, have access to essential tools and resources, and are prepared to make quick decisions. A well-coordinated response can help mitigate further damage and restore normalcy efficiently.

Understanding what qualifies as an emergency maintenance repair is essential in your business. Emergency repairs not treated as an emergency can lead to a costly pain later down the road, and at times expensive lawsuits. On the flip side, there are also many requests that come in as an emergency but can be de-escalated to a standard maintenance request.

4. Coordinating with Contractors and Service Providers:

In some emergencies, you may need to collaborate with external contractors or service providers. Build strong relationships with reliable professionals beforehand, ensuring they are available on short notice. Maintain a list of trusted contacts for various emergency scenarios, such as plumbers, electricians, or restoration companies. By establishing these partnerships, you can expedite the resolution process and minimize disruptions for your clients and residents.

Remembering which vendor to send to each property is hard. If you’re using Latchel to coordinate your maintenance, you can always keep a record of your preferred service providers for each property. Latchel lets you configure dispatching rules to get service appointments booked at lightning speed.

Maintaining Calm and Supporting Residents

5. Maintaining Calm and Supporting Residents:

During emergencies, it’s essential to provide support and reassurance to the residents affected by the situation. Train your staff to handle stressful situations with empathy and professionalism. Create a clear protocol for communicating with residents during emergencies, ensuring they receive timely updates and guidance on safety measures. By maintaining a calm and empathetic approach, you can help alleviate anxiety and build trust with your residents.

Whether it’s routine or an emergency, Latchel assures 60 second response times to all your tenants 24 hours a day, 7 days a week, 365 days a year. Latchel’s team is always standing by to resolve any resident problems. We also offer proactive video troubleshooting to help resolve problems on the spot, so tenants can live comfortably without waiting for help.

Complying with State Regulations 

Bonus: Complying with State Regulations:

In addition to the previously mentioned strategies, it is crucial for property managers to comply with State regulations that safeguard residents’ rights when facing a maintenance emergency. Familiarize yourself with the specific laws and regulations governing rental properties in your state. This includes understanding requirements for habitability, fair housing, tenant privacy, eviction processes, and more. By adhering to these regulations, you not only protect the rights and well-being of your residents but also mitigate legal risks for your clients.

Now, let’s review some of the do’s and don’ts we covered above:


  • Do communicate regularly and transparently with residents, keeping them informed about the status of the emergency and the steps being taken to resolve it.
  • Do provide temporary accommodations or alternative solutions for residents affected by an emergency, ensuring their immediate needs are met.
  • Do conduct post-emergency evaluations to identify areas for improvement and incorporate lessons learned into your emergency response plan.


  • Don’t neglect the emotional impact of emergencies on residents. Offer counseling services or resources to help them cope with the aftermath of the situation.
  • Don’t overlook the importance of debriefing sessions with your staff after each emergency. Discuss what worked well and identify areas for improvement to enhance future response efforts.
  • Don’t forget to document all emergency incidents, actions taken, and resident communications for future reference and legal purposes.

By assessing potential risks, establishing communication protocols, responding rapidly, coordinating with contractors, maintaining calm, and supporting residents, you are well-prepared to handle unexpected challenges. Additionally, by staying knowledgeable about and complying with state regulations, you protect the rights of your residents and maintain a legally sound operation.

Remember, ongoing education, open communication, and a proactive approach are the foundations of successful property management in emergency situations. Embrace these strategies and continue to refine your emergency response plans to provide exceptional service, build strong relationships, and ensure the safety and satisfaction of your clients and residents.

If you are interested in mapping a plan and a solid operational flow for emergency maintenance issues, download this guide packed with actionable steps to master your emergency maintenance operations.

At Latchel, we believe that you cannot get better by staying the same- so we want to revolutionize property maintenance coordination. To learn how Latchel can help you master your maintenance emergency operations, schedule a free consultation here.

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đź‘‹ Join us for a special webinar Thursday, January 11th