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What is and isn’t an emergency?
We are 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.
No Heat in your Apartment
This is only an emergency in extreme cold weather in winter time and when the heater is not working due to mechanical malfunction. If your gas or electric is shut off for non-payment of your bill, call your electric or gas provider.
No Electricity in your Apartment
Blown fuses are not considered after-hours emergencies. Please familiarize yourself with your fuse panel and/or breakers. In some instances the fuse panels or breaker boxes may be in both the apartment and the basement. You are responsible for keeping 15 or 20 amp fuses on hand just as you are responsible for your own light bulbs.
Gas Leaks or “Smell of Gas”
Please contact the gas company from a phone NOT located in the apartment. Sparks from phones, even cell phones, can ignite gas. Natural gas has the unmistakable odor of rotten eggs. If you suspect an appliance is leaking gas, turn off the appliance and turn off the gas supply to that appliance (you should be able to find a shut-off handle somewhere on the supply line).
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.
Call 911 first!! Then call us.
Carbon Monoxide Presence
If your have gas heat or water, you have a carbon monoxide detector installed. Carbon monoxide cannot be smelled. If your carbon monoxide detector sounds, take the following action:
If no one is exhibiting symptoms of CO poisoning, then check the detector. If it is a battery operated one, take it outside. If it continues to sound, it is defective (or the battery is low).
Otherwise, get all family members outdoors immediately
It is preferred that you leave all windows and doors closed provided everyone has left the apartment. This will allow a more accurate reading of CO levels to be measured when the Fire Department responds. Any open doors or windows may allow CO gases to dissipate before the arrival of the Fire Department.
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.
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 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 leaving a Voice Message, describing the problem in detail, at 413-262-8687 or clicking here to report a general concern.
Failure of the AC system is NOT an emergency. Please report the problem on the on our online form or during regular office hours.
Assigned Parking Space Disputes
Locked Out of Your Apartment, or any problem involving your lock and/or keyIf you lock yourself out of your apartment, you will need to call a locksmith. Lock-outs are not after hour emergencies. THE LOCK MAY NOT BE CHANGED unless absolutely necessary – and it is the Resident’s responsibility to ensure that any new lock is re-keyed to our masters. If you are locked out during normal office hours, please stop by our office to sign out a spare key. This spare key must be returned to the office by the close of business the same day, or a $50.00 key charge will be applied to your account.