Playbook for how to handle after-hours maintenance for small apartment owners

STRATEGY 1: Create a Maintenance Triage System

Not every issue is urgent at 2 a.m.

Issue Type	Urgency	Response Time
Gas leak, flooding, fire, no heat in winter	🚨 EMERGENCY	Immediate (call 911 or vendor)
No power, lockout, broken door lock	🔥 Urgent	Within 1–6 hours
Clogged sink, broken appliance	⏱️ Non-urgent	Next business day
Dripping faucet, cracked tile	🕓 Routine	Next scheduled visit

Post this chart in your tenant welcome guide or lease packet, so they know what qualifies as an emergency.

 STRATEGY 2: Use a Call Answering or Maintenance Service

Outsource late-night headaches.

• Latchel – 24/7 maintenance coordination + tenant call center.

• Steady / Hemlane / Property Meld – Offer tiered property management features, including emergency response.

• Answering Services (like Ruby, Smith.ai) – Route calls to a virtual assistant trained to handle after-hours tenant issues.

These services cost ~$25–$50/month per unit but can save your sleep and sanity.

STRATEGY 3: Have a Vendor List Ready

Build a go-to contact list of reliable contractors BEFORE you need them:

• 24/7 Plumber

• Electrician

• HVAC technician

• Handyman

• Locksmith

• Pest control

• Appliance repair

Create a shared Google Doc or a laminated sheet in a landlord binder. Tenants don’t need this list, but you do, and you’ll thank yourself later.

STRATEGY 4: Set Tenant Expectations from Day One

Tenants don’t know what’s urgent unless you tell them.

• Include a "Maintenance Request Protocol" in the lease or house manual.

• Use an online form or app for non-emergency requests.

• Be clear about what is and isn’t an emergency (e.g., “Lack of hot water is urgent, but a squeaky door is not.”)

STRATEGY 5: Use a Maintenance Portal or App

If you don’t want middle-of-the-night texts:

• Avail, Buildium, TenantCloud, or Hemlane let tenants submit work orders and track them.

• You get documentation, and they get peace of mind.

This also creates a paper trail if you ever get into a dispute over repair delays.

 STRATEGY 6: Install Preventive Tech

Stop the late-night calls before they happen.

• Smart water leak sensors (under sinks, behind toilets) can alert you early.

• Smart thermostats – Catch HVAC issues before they become emergencies.

• Video doorbells or smart locks – Reduce lockout calls or key issues.

 STRATEGY 7: Build a Local Backup Contact

If you’re managing remotely or just want a buffer:

• Recruit a trusted handyman, local friend, or fellow landlord as a paid backup.

• Pay them a flat fee/month or per call-out ($50–$100) to handle late-night trips if needed.

If handling after-hours maintenance is taking time away from your day (or your sleep), our maintenance coordination services help small apartment owners manage emergencies, vendors, and tenant requests without being on call 24/7. For owners who want a completely hands-off approach, our residential property management services cover everything from maintenance and leasing to tenant communication and compliance.