FAQs

What is considered an emergency?

If you are facing an emergency that is threatening someone’s personal safety, including yours, call 9-1-1 prior to contacting Emerald Management & Realty Ltd. at 403-237-8600.

An emergency situation is interpreted as a situation where, if not rectified immediately, further damage to the property and/or injury to a person or persons could occur.

If you are facing an emergency situation, contact us at 403-237-8600. If your call is placed during regular business hours, we will promptly answer your call and route you to the staff member that is best equipped to handle your emergency. If your call comes after hours, you will be prompted by our automated answering service to an on call Property Manager who will address your concerns immediately.

What if my request for maintenance is an emergency?

If you request is an emergency please call 403-237-8600. If your call is placed during regular business hours, we will promptly answer your call and route you to the staff member that is best equipped to handle your emergency. If your call comes after hours, you will be prompted by our automated answering service to an on call Property Manager who will address your concerns immediately.

How do I get ready for the Maintenance Department to come to my dwelling?

After submitting your request, if access to the repair area is blocked by personal belongings, please move these items to a different area to allow our maintenance staff complete access.

To the best of your ability, please ensure that the area is safe and sanitary before maintenance staff arrives (removing tripping hazards, etc). If making the area safe for our maintenance staff puts you in physical risk, please do not attempt to make the area safe, but inform our staff through our service request form or over the phone.

I placed a request for maintenance 3 business days ago, and my repair has not been made. What do I do now?

If you have placed a request for maintenance that has not been addressed it is likely your request is in the queue. Emerald Management & Realty Ltd. has to prioritize our requests for maintenance based on severity and the likelihood that not maintaining the property will cause further damage to the property. Accordingly, while we understand that your issue may cause you some concern, your request for maintenance may not be addressed immediately if the priority of the request is not urgent or if approval for the maintenance is still pending; however, if you have not heard from us within 3 business days, call 403-237-8600 and ask for the maintenance department. We will inform you of your spot in the queue and will explain the steps already taken to ensure your maintenance request is being handled appropriately.

How do I report a maintenance item?

If you need maintenance in your home, please contact the Emerald Management & Realty Ltd. using our Maintenance Request form. Maintenance requests go straight to our Service desk team, and are categorized as emergency or non-emergency cases.

Does Emerald Management & Realty Ltd. make the final decision to fulfill my maintenance request?

Fill in your Maintenance Request form with as much information as possible. Once approved, the maintenance issues will be resolved. If the situation is an emergency, the maintenance will be completed under the discretion of the Property Manager. The Property Manager will then act on this maintenance matter, and provide a resolution that is amenable to both the owner and the tenant.

Do I need pre-approval to paint the home or make other changes?

Yes. If you are interested in painting or changing colors, or installing any interior or exterior fixtures, as per your Lease Agreement or Bylaws (if applicable) you must first obtain written authorization from Emerald Management & Realty Ltd. before such changes will be allowed.

Can I be charged for maintenance at the property?

Yes, if resident damage or neglect causes the maintenance problem, you will be charged for it. Also, you can be billed for a service call if you miss a scheduled appointment with one of our maintenance contractors. Further, you can be charged for additional damages if bylaws or lease agreements identify the tenant as the individual responsible for certain kinds of maintenance. For your protection, we perform a walk-thru inspection with you on move-in day, and provide you with a signed comprehensive move-in checklist that documents any existing discrepancies in the home.