How to Handle Emergency Repairs as a Landlord
When a pipe bursts at 2 AM or the furnace dies in January, landlords need a clear emergency repair plan. Here's how to handle urgent situations effectively.
It's 2 AM. Your phone buzzes. There's water pouring through your tenant's ceiling. What do you do? If you don't have a plan, you're about to have a very expensive night. Here's how to handle emergency repairs like a pro.
What Counts as an Emergency Repair?
Not every maintenance issue is an emergency. A dripping faucet can wait until Monday. A burst pipe cannot. Knowing the difference saves you money and helps you prioritize.
An emergency repair is any situation that:
- Threatens the health or safety of tenants
- Could cause significant property damage if not addressed immediately
- Makes the unit uninhabitable
Common Emergency Situations
- Burst or frozen pipes causing flooding
- Complete loss of heating during winter months
- Gas leaks (call 911 and the gas company first)
- Electrical hazards like sparking outlets or exposed wiring
- Sewage backup into the unit
- No hot water for an extended period
- Broken locks or doors that compromise security
- Major roof leaks during active rainfall or snowmelt
- Fire damage requiring immediate repair to secure the unit
- Carbon monoxide detector activation
What's NOT an Emergency
- A leaky faucet (annoying, but not urgent)
- A broken dishwasher
- Cosmetic damage like chipped paint or a cracked tile
- A running toilet (unless it's overflowing)
- Minor pest sightings (one mouse, not an infestation)
Your Legal Obligations
The Residential Tenancies Act requires landlords to maintain units in a good state of repair. While the RTA doesn't specify exact response times, the Landlord and Tenant Board expects landlords to respond to emergencies with reasonable urgency.
What does "reasonable" mean in practice? For true emergencies:
- Immediate response (within hours, not days)
- Temporary solutions if a permanent fix can't happen right away
- Clear communication with the tenant about next steps and timelines
Right of Entry in Emergencies
Here's something many landlords don't realize: you can enter the unit without 24-hour notice in a genuine emergency. Section 26(3) of the RTA allows entry without notice if there's an emergency. But you should still try to inform the tenant as soon as possible, and document why you entered.
Don't abuse this. The LTB takes illegal entry seriously. If it's not a real emergency, give proper notice.
Building Your Emergency Response Plan
The worst time to figure out your plan is during the actual emergency. Build your system now, while everything's calm.
Step 1: Create an Emergency Contact List
Keep this list updated and accessible at all times:
- 24/7 plumber (burst pipes are the most common emergency)
- Emergency HVAC technician (furnace failures in winter are critical)
- Licensed electrician for electrical emergencies
- Locksmith for security issues
- Water damage restoration company
- Your insurance company's claims line
- Local utility emergency numbers (gas, electric, water)
Pro tip: Don't just save these numbers. Call each contractor now and confirm they offer after-hours service. Ask about their response times and emergency rates. The 2 AM call is not the time to discover your plumber only works business hours.
Step 2: Set Up a Tenant Communication System
Your tenants need a clear way to reach you in an emergency. This means:
- A dedicated phone number that you actually answer outside business hours
- Clear instructions on what qualifies as an emergency
- A backup contact if you're unreachable (a property manager, trusted friend, or co-owner)
- Written guidelines provided at move-in on what to do in common emergencies
Include this information in your lease package. Better yet, use BricksAbove to manage tenant communications and keep emergency contacts organized in one accessible location.
Step 3: Know What to Tell Tenants
Give your tenants a quick-reference guide for common emergencies. Here's what they should know:
Water leak or burst pipe:
- Turn off the water supply valve (show them where it is at move-in)
- Move belongings away from the water
- Call you immediately
Gas smell:
- Don't flip any switches or light anything
- Open windows
- Leave the unit
- Call 911, then call you
No heat in winter:
- Check the thermostat settings
- Check if the furnace filter is clogged
- Call you if basic troubleshooting doesn't work
Power outage:
- Check if it's building-wide or unit-specific
- Check the breaker panel
- If unit-specific, call you. If building-wide, contact the utility company
During the Emergency: A Step-by-Step Process
When that call comes in, follow this process:
- Assess the severity. Is anyone in danger? If yes, tell them to call 911 first.
- Give immediate instructions. Walk the tenant through any steps they can take right now (shutting off water, leaving the unit for gas leaks).
- Dispatch the right contractor. Call your emergency contact for that trade.
- Communicate the timeline. Tell the tenant when to expect help and check in regularly.
- Document everything. Time of call, what was reported, what you did, when the contractor arrived, photos of the damage.
- Follow up. After the immediate fix, assess whether additional work is needed and schedule it.
After the Emergency: Documentation and Insurance
Once the crisis is handled, your work isn't done. You need to:
- Photograph all damage before and after repairs
- Keep all receipts from contractors and materials
- File an insurance claim if the damage exceeds your deductible
- Send a written summary to the tenant documenting what happened and what was done
- Schedule any follow-up repairs that couldn't be completed during the emergency response
Having a system to store all this documentation matters. BricksAbove lets you attach photos, notes, and receipts to specific maintenance records, so everything is organized if you need it later for insurance or an LTB hearing.
Budgeting for Emergencies
Emergency repairs are expensive. After-hours rates are typically 1.5x to 2x regular rates. A burst pipe on a Sunday night can easily cost $1,000 or more before you even get to the water damage restoration.
Smart landlords keep an emergency fund of $2,000 to $5,000 per property. This covers most single-incident emergencies without forcing you to scramble for funds.
Understanding your true rental returns means looking beyond the rent cheque. Our free rental income calculator helps you factor in all expenses to see what you actually take home each month. For a detailed breakdown, try the cash flow calculator to model different scenarios.
Prevention is Still the Best Strategy
Most emergencies are preventable. A well-maintained property rarely has surprise breakdowns. Focus on:
- Annual furnace inspections before winter
- Regular plumbing checks
- Proper insulation of pipes in cold areas
- Keeping gutters clean to prevent ice dams
- Testing smoke and CO detectors twice a year
The best emergency is the one that never happens. But when it does happen, a clear plan makes all the difference between a minor inconvenience and a financial disaster.