Free Property Management Policy TemplateP1 Emergency • P2 Urgent • P3 Standard
Property Management Emergency vs. Routine Maintenance Checklist (24/7 Dispatch Guide)
Use this operator-tested checklist in your lease addendum, move-in packet, and 24/7 maintenance routing rules to clearly separate life-safety 911 hazards, true P1 property emergencies, P2 urgent repairs, and P3 routine requests.
1. Immediate 911 Life-Safety Emergencies (Instruct Caller to Dial 911 First)
Before dispatching a maintenance vendor, any call involving immediate danger to human life must be directed to 911 and the local utility emergency line:
- Active fire, visible flames, or heavy smoke inside the building or unit
- Strong smell of natural gas / rotten-egg odor or carbon monoxide alarm sounding
- Downed live electrical power line across yard, driveway, or roof
- Active break-in / intruder currently on the premises
2. True P1 Property Emergencies (Auto-Dispatch 24/7 Within 30 Minutes)
Active threats to property structure, habitability, or severe water damage that cannot wait until morning:
- Uncontrollable water leak, burst pipe, or water pouring through ceiling/walls
- Complete sewage backup or overflowing toilet when it is the ONLY toilet in the unit
- No heat when exterior temperatures are below 45°F (or state habitability threshold)
- No AC during extreme heat advisories (exterior temperatures above 90°F–95°F)
- Total loss of electrical power in the unit (after checking breaker panel & utility outage map)
- Exterior door or ground-floor window broken/unable to lock (compromising unit security)
- Major storm damage (fallen tree on roof, collapsed drywall rafters, active roof intrusion)
3. P2 Urgent & P3 Standard Repairs (Hold for Daytime Office Hours Review)
Issues where the AI captures 1-tap SMS tenant photos at night and holds the work order for your office team at 8:00 AM:
- Contained under-sink drip where the shutoff valve is turned off and a bucket is placed
- One clogged toilet in a multi-bathroom home or apartment where a second toilet works
- Appliance malfunction (dishwasher, garbage disposal, washer/dryer, oven burner)
- Pest control sightings (unless an aggressive wasp/bee swarm is blocking entry)
- Cosmetic drywall, blinds, cabinet hinges, interior doors, or routine filter replacements
Want Kathy to Enforce This Exact Checklist on Your Phone Line 24/7?
PropDispatch’s AI voice dispatcher ("Kathy") is pre-trained on this exact 911 vs. P1 vs. P2/P3 matrix. She answers on the first ring, texts a 1-tap camera link for photo proof, holds P2/P3 requests during office hours, and auto-dispatches your Primary -> Backup vendors for true P1 emergencies—for $1.25/door/month.
Frequently Asked Questions
How do we stop tenants from calling every small drip an "emergency" at 2 AM?
When Kathy answers at 2 AM, she asks targeted follow-up questions (e.g., whether the water is spreading or contained, or if a second bathroom is available) and texts the tenant a 1-tap SMS camera link to snap a photo. Having a real photo prevents wasted $250 after-hours plumber truck rolls.
Does PropDispatch automatically instruct callers to dial 911 for fire or gas leaks?
Yes. If a caller reports active fire, smoke, or a severe gas leak, Kathy immediately instructs them to evacuate and dial 911, logs a [LIFE SAFETY EMERGENCY] P1 alert for management, and skips the photo hold.
Battle-Tested in Real Emergencies
When a Hurricane Hit, PropDispatch Handled Every Emergency.
Real unscripted tenant calls, real SMS damage photos, and real autonomous vendor dispatches from a 500+ unit portfolio during a regional hurricane surge—with zero busy signals and zero mobile apps required.
🚨 P1 Emergency🛠️ Trade: Structural / Tree & Roof
Massive Fallen Tree Punches Hole Through Roof & Interior Ceiling
TENANT SMS PHOTO #1: EXTERIOR
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Massive hurricane-downed tree limbs crushed across the brick home’s roof overhang and patio.
TENANT SMS PHOTO #2: INTERIOR
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Hole punched through the interior ceiling exposing wooden rafters, insulation, and daylight.
TENANT SMS PHOTO #3: WIDE VIEW
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Wide exterior view showing the fallen oak tree across the roof, crushed gutter, and debris.
Autonomous Resolution: When a huge oak tree crashed onto a brick home during the hurricane, Kathy calmly asked follow-up questions to uncover that the tree had punched a hole right through the interior ceiling and damaged the tenant’s belongings—then immediately texted a photo upload link and dispatched emergency crews.
AI Answered
SMS Photo
Vendor Dispatched
Invoiced
Play Real Call Recording (1:04)0:00 / 1:04
* Privacy Note: Company names, tenant names, phone numbers & street addresses are intentionally replaced with a gentle chime (🔔) for privacy.
Full Call Transcript (Unscripted)
[AI Dispatcher — Kathy]:Hi, this is Kathy with 🔔 Redacted for Privacy. For medical or fire emergencies, call 911. Otherwise, please describe your maintenance issue. Por favor, describa su problema de mantenimiento.
[Tenant]:The tree fell on my house.
[AI Dispatcher — Kathy]:Is there any other damage related to the fallen tree?
[Tenant]:Yes, it has put a hole on the inside of the home. And it damaged all my stuff that I had here.
[AI Dispatcher — Kathy]:Please provide your full name.
[Tenant]:🔔 Redacted for Privacy
[AI Dispatcher — Kathy]:I have your number as 🔔 Redacted for Privacy. Is that a good number to text you at?
[Tenant]:Yes.
[AI Dispatcher — Kathy]:Please tell me your full property address and your unit number if you have one.
[Tenant]:🔔 Redacted for Privacy
[AI Dispatcher — Kathy]:Please let me know if there are any pets on the property.
[Tenant]:No. No pets.
[AI Dispatcher — Kathy]:One moment, please... Your ticket is created. Please upload photos using the link I just texted you, and a vendor will be in touch shortly. Thank you. Goodbye.
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