Emergency_Maintenance_Situations.pdf
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- Attached to
- Residential & Commercial Property Management
- Solicitation number
- 2115-RFP
- Issued by
- York County, South Carolina
About this file
This is an Emergency Maintenance Policy document related to the City of Rock Hill, South Carolina and the Housing Development Corporation of Rock Hill (HDCRH) residential and commercial property management contract opportunity. The policy establishes reporting procedures and classification standards for emergency maintenance issues across the property portfolio of 29 homes owned by HDCRH and six properties owned by the City. The policy defines emergency maintenance as conditions that pose danger to life, render a home unsafe or uninhabitable, or risk serious property damage if not addressed promptly. Emergency categories include water and plumbing emergencies such as active leaks that cannot be shut off, water intrusion from exterior sources, sewer backups, single-bathroom toilet clogs, and loss of working water; fire, gas, and electrical emergencies including fires, gas line breaks or suspected leaks, exposed wiring, electrical sparking, and power loss unrelated to utility outages; security and property access emergencies involving broken or forced entry doors, windows, or locks that compromise home security; and heating and cooling emergencies defined as no-heat conditions when exterior temperatures fall below 55 degrees Fahrenheit or non-functional air conditioning when indoor temperatures reach 85 degrees Fahrenheit or higher. Tenants are required to report emergency situations immediately and take appropriate safety measures such as shutting off water valves when safe to do so or contacting emergency services before notifying management for life-threatening conditions.
The policy was updated as of July 6, 2026, and provides the property management contractor with specific operational guidance for emergency response protocols. The document establishes clear criteria for what constitutes emergency maintenance to standardize response procedures and ensure consistent tenant communication across the portfolio. Notable exclusions from emergency classifications include dripping faucets, running toilets, slow drains, and water outages caused by known utility issues or tenant non-payment, which helps differentiate true emergencies from routine maintenance requests.
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Text version
Updated 7/6/2026
Emergency Maintenance Policy
Tenant must report emergency maintenance issues immediately. An emergency maintenance issue is a condition that may cause danger to life, make the home unsafe or not livable, or cause serious damage to the property if not handled quickly.
If there is an immediate danger to life, safety, fire, gas, or criminal activity, Tenant must call Management as soon as it is safe to do so.
Water / Plumbing Emergencies
The following are considered emergency maintenance issues:
• Active water leak that cannot be shut off (does not include dripping faucet, or running toilet)
• Water coming into the home from the roof, ceiling, walls, windows, doors, or underneath the home
• Sewer backup into the home (does not include slow drain)
• Clogged toilet if there is only one bathroom in the home
• No working water to the home, unless caused by a known utility outage or non-payment by Tenant
Tenant should shut off the water valve, if Tenant can do so safely, and move personal belongings away from the affected area when possible.
Fire / Gas / Electrical Emergencies
The following are considered emergency maintenance issues:
• Fire at the property, even if the fire has been put out
• Broken gas line or suspected gas leak
• Exposed electrical wires
• Electrical sparking, other unsafe electrical condition
• Loss of power not related to a known utility outage or non-payment by Tenant
For fire, gas smell, carbon monoxide alarm, or exposed electrical danger, Tenant must leave the area if needed and call 911 or the utility provider first, then notify Management.
Security / Property Access Emergencies
Updated 7/6/2026
The following are considered emergency maintenance issues:
• The home cannot be secured due to broken doors, windows, locks, or forced entry
• Break-in damage that leaves the property unsafe or unsecured
• Exterior door, lock, or window damage that allows unauthorized access to the home
Tenant must report any suspected break-in or criminal activity to law enforcement first.
Heating and Cooling Emergencies
A no-heat condition is considered an emergency when:
• There is no functioning heat and exterior temperatures are below 55°F
• There is no functioning Air-conditioning system, and the indoor temperature is 85°F or higher
File details come from the government source that posted it. Updated .