What is an Emergency
An emergency is defined as any situation that might cause an injury, death, damage to property, and/or impacts your normal activities and safety. This type of sudden or impending situation requires immediate attention and remedial action from the fire department, emergency medical services and/or the police department.
In the event of a Fire, Medical or Police emergency call: 9-1-1.
What would be considered a Maintenance Emergency?
24 hours a day, 7 days a week, Emerald Management & Realty Ltd. is proud to support it’s residents and condominium owners with emergency maintenance support. If you have a maintenance emergency, you can reach our on-call property manager, by calling:
*Please do not text, email or post emergencies on social media, as these communication channels are not monitored around the clock.
If you are calling regarding an emergency where yours or someone else’s safety is at risk and/or requires Fire, Medical or Police support: call 9-1-1
(before calling Emerald Management & Realty Ltd.)
The following is what we consider a Maintenance Emergency:
- Water loss (i.e. flood, leaking pipes, roof leak)
- Sewer back up
- In cold weather conditions, where you experience no heat and your thermostat registers less than 18’C (make sure it is turned on high or set to the maximum)
- Toilet not flushing (for homes with only 1 toilet). Please note that you will be responsible for the cost of repairs if the line is plugged by negligence or mis-use.
- Bathtub not draining (for homes with only 1 bathtub)
- No hot water
- Property security is compromised (i.e. broken window/door or a parkade garage door will not open/close). If you have experienced a break-in or theft: call 9-1-1 and report to the police immediately
- Electrical power outage and you have checked your electrical panel breakers and utility account status to problem solve potential issues
- Any situation that could result in an insurance loss and requires immediate action to mitigate property damage.
- Noise. Noise complaints are typically best dealt with by your local police department. Do not call 9-1-1 in such situations. Every town or city has a non-emergency police number. For example, the City of Calgary Police Department’s non-emergency line is 401-266-1234. If the noise complaint has something to do with an animal, contact your local animal control department. Such a situation should result in a follow up letter to your Property Manager, outlining the nature of complaint, time, date, any witnesses and action taken.
- Locked out? Before emergency strikes … be prepared! Being locked out of your home is a frustrating experience but it is typically not considered an emergency and it is something you can prepare for by:
- Keep a spare key with a trusted friend or neighbour
- Call a locksmith
How can I submit a Non-Emergency Maintenance Request?
A good rule of thumb to keep in mind is that if it is a minor inconvenience and it can wait until tomorrow … it’s probably not an emergency. In such situations, please complete our Maintenance Request Form and your Property Manager will review and schedule where required.
Again, if it’s a safety issue or could ruin your entire home, its most likely an emergency. Common sense should prevail.
Keep your list of emergency contacts handy so you know who to call and when!
Emergency Contact Numbers (June 2019)
Useful Tips to help in an emergency:
- Test your smoke and carbon monoxide detectors monthly and change batteries on a regular basis. This only takes minutes and can save your life. It’s also smart to keep a portable fire extinguisher in your kitchen. Read more about the importance of working smoke detectors: here.
- Maintain the appropriate insurance. For more information about condominium owner and/or tenant insurance, read: Why Every Condominium Owner & Tenant should have Insurance.
- If you don’t know them don’t let them in. Be aware of your surroundings and get to know your neighbours. Be mindful of your personal security and take time to pre-plan your escape route in the event of an emergency by knowing your exits and making sure they are kept clear.
- No power? If your lights are not working and/or you are experiencing problems with electrical power, be sure to turn the applicable breaker on the panel: off, and then, on. Sometimes breakers don’t appear to have tripped, but they have. Also take a moment to contact your utility provider to ensure that your payments are current. If you are in arrears, your account could be suspended and power limited (or even turned off/disconnected). In the event of a power outage, make sure to:
- Turn off all electrical appliances and equipment to avoid damage by a possible surge when the power comes back on.
- Do not use any appliances that could create carbon monoxide.
- Keep warm with layered clothes and blankets.
- Stock up on batteries so you can operate a radio or flashlight.
- Make sure you have access to a phone that doesn’t need electricity to operate.
- If you are experiencing a leak, shut off the water valve. “Righty-tighty … lefty-loosy”. Typically shut off valves are located under the sink or next to the toilet. If it is a serious leak and there is no evident shut off valves to the leaking pipe, you may need to turn off the main water line until a plumber can attend. In a house, often times the main water shut off is located near the hot water tank in the basement area on an exterior wall where the water pipe comes into the house.
- If you smell gas, it is an emergency (especially if the smell doesn’t dissipate right away). First, evacuate your home or building, and then call the gas company to report the gas smell. Of if you prefer, call 9-1-1. In any event, get out of the house first. The gas company or the fire department will shut off the gas and try to determine the source. ATCO Gas (403-245-7222) is on call 24-hours a day and will respond to emergencies involving;
- Natural gas odour
- Hit or ruptured natural gas lines
- Carbon monoxide
- Natural gas outage
- Natural gas furnace not working in cold weather
- Have an Emergency Plan. In an emergency it is important to know where your friends and family are. It’s a great idea to keep a list of these phone numbers with you at all time. Choose a person as your emergency contact who everyone can reach if you are separated.
- Prepare a 72-hour emergency kit for your home. Keep it accessible and in a water-proof easy to carry container. For tips on what to include in this kit, visit: https://www.alberta.ca/build-an-emergency-kit.aspx
While we can do everything possible to avoid emergencies, sometimes the best laid plans are still not fail proof. Emergencies can strike anytime and impact many people. We might not be able to avoid an emergency but we can be prepared.
To learn more about what you can do to protect yourself, your family and your property visit the Calgary Emergency Management Agency (CEMA) at www.calgary.ca/cema
With over 40 years of experience in the property management industry, Emerald Management & Realty Ltd. is proud to be of service to communities in Alberta. You can reach us at 403-237-8600. For information regarding our office hours, please visit our website at www.emeraldmanagement.com “Contact Us”.