What Qualifies as a Maintenance Emergency?

Accidents happen, and maintenance issues are simply part of renting. Still, when something goes wrong in your Chico or Redding rental, it can be hard to know what is a maintenance emergency and when you should use the after-hours line.

Hignell Rentals provides 24/7 support, but reserving emergency calls for true safety risks helps our team respond quickly when it matters most.

If you are experiencing a fire, gas leak, or medical emergency, call 911 immediately.

This guide explains what counts as an emergency, includes a quick decision tree, outlines after-hours steps, and answers common troubleshooting questions so you always know what to do next.

What is a Maintenance Emergency?

A maintenance emergency is any situation that poses an immediate threat to life, health, safety, or property. If the issue can cause serious damage or make your home unsafe to stay in, call the after-hours emergency line right away.

Quick Decision Guide:

• Is someone’s safety at risk? If yes, call 911.
• Can the issue cause major property damage? If yes, call the after-hours line.
• Can the issue wait until morning without making the home unsafe? If yes, submit a standard maintenance request on your tenant portal and on the next business day, follow up with a phone call, text, or email.

Examples of Maintenance Emergencies

Below is a list of examples you can use to help quickly identify maintenance emergencies:

• Fire or smoke: Any active fire, visible smoke, or strong burnt-plastic smell.
• Major leaks or flooding: Uncontrolled water flow that cannot be stopped, including burst pipes, roof leaks or water heater failures. No heat in extreme cold: If outdoor temperatures fall below 40°F and the heating system does not work.
• Total electrical failure: If your entire unit has no power, you’ve confirmed your bill is current, your breaker is on, and the outage is not due to a widespread event.
• Broken locks or security risks: After vandalism, forced entry, or any situation that prevents you from safely securing your home.
• Inoperable toilet (single-bath units only): If you only have one toilet and it is not functioning at all.

These examples require a fast response to prevent injury or damage, and our emergency maintenance team will prioritize them.

What Is Not Considered an After-Hours Emergency?

Some issues are inconvenient but can be safely handled during normal business hours.

These include:

• Appliance issues: Dishwasher, washing machine, or dryer problems that do not involve fire hazards or flooding.
• Minor leaks: A slow drip from a faucet or a running toilet (as long as it still functions).
• Clogged drains: Slow drainage in sinks, tubs, showers, or disposals (as long as they are not causing flooding).
• Pest concerns: Ants, roaches, or similar non-dangerous pests.
• Routine lockouts: Being locked out of your apartment (refer to office policy).

These examples should be submitted through the standard maintenance request process and will be addressed promptly.

After-Hours Maintenance Steps and Local Utility

Guidance

If you experience a maintenance emergency after hours, follow these steps to stay safe and avoid additional damage:

Hignell Rentals After-Hours Process

• Assess the threat: If it involves fire, medical risk, or gas fumes, call 911 first.
• Prevent further damage:
  
  • Turn off water valves under sinks or behind toilets if water is leaking.
  • Flip the main electrical breaker if you see sparks or smoke from an outlet
  • Place a bucket to collect water if there is a roof leak.
• Call the after-hours line: Dial our main office number and select the emergency option.
• Stay by your phone: If you are not transferred immediately, our on-call staff will return your call as soon as possible.

Local PG&E Guidance (Chico & Redding)

• Gas leaks: Leave the building immediately and call 911 and PG&E at 1-800-743-5000.
  Avoid turning lights or appliances on or off.
• Power outages: Check the PG&E Outage Map to see whether the issue is city-wide before contacting maintenance.

In many cases, utility information can help you determine whether the problem is building-specific or affecting your neighborhood.

Common Rental Maintenance Troubleshooting FAQs

These quick tips help you address minor issues and understand when to submit a standard request.

Q: My A/C isn’t blowing cold air. Is this an emergency?

A: Before calling, check your filter and thermostat settings. A clogged filter is the most common cause of poor cooling. In some cases a portable AC unit may be available and residents may be offered a portable fan to get through to the next business day for service.

Q: What if I notice sparks, heat, or a burning smell near an outlet?

A: Turn off the breaker for that area immediately. If you smell burning plastic or see smoke, call the emergency line. If you see fire, call 911 first.

Q: What if I smell gas?

A: Call PG&E first and then call the emergency line.

Protect Your Peace of Mind With Hignell Rentals

At Hignell Rentals, your safety is always the priority. Our 24/7 maintenance support ensures emergency issues in your Chico or Redding rentals are handled quickly, while routine requests are completed efficiently during regular hours.

Understanding what a maintenance emergency is helps keep response times fast and allows our team to focus on situations that truly require immediate attention.

For more guidance on protecting your home, download our free Apartment Safety Tips and stay prepared for whatever comes your way.