Blackstone Management / Terms & Policies

    Emergency maintenance: know what to do.

    A simple guide to what counts as an emergency, where to send a routine request, and when a $50 fee applies.

    Find the right next step
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    What is happening right now?

    Choose the situation that best fits. If there is a fire or gas leak, call 911 immediately.

    Immediate danger

    Fire, gas leak, or imminent danger?

    Call 911 immediately. Do not wait for a maintenance request to be reviewed.

    Call 911

    For other qualifying emergencies involving safety or significant damage to Association property, submit an emergency maintenance request through the portal.

    Routine maintenance

    No immediate safety or Association property risk?

    Use the standard maintenance request process in the owner portal. No credit card is required and no fee applies to a standard request.

    Open the owner portal

    What qualifies as an emergency?

    A condition that threatens life or personal safety, or poses a risk of significant damage to Association property if it is not addressed immediately. Damage confined to the inside of your home is outside the Association property criterion in this policy.

    Compare the examples

    Emergency or standard request?

    These examples reflect the policy. The Association or Management Team reviews each submitted emergency request against the definition above.

    Emergency examples

    • Fire or gas leak. Call 911 immediately.
    • Major water intrusion threatening structural damage to Association property.This does not include a leak confined to the inside of your home.
    • Total loss of power affecting safety systems.Not a loss affecting only personal devices or the inside of your property, and not a streetlight outage.
    • Sewage backup affecting health.A clogged toilet by itself is not included.
    • Any condition presenting imminent danger.

    Standard request examples

    • Clogged toilet or drain, unless it creates a health hazard.
    • Blown light bulbs; landscaping or irrigation problems.
    • Leaks confined within an owner’s unit that do not threaten structural integrity.For a leak inside your condo, read the Condo Leak Guide ↗.
    • Minor electrical problems or cosmetic, non-safety repairs.
    • HVAC repairs: in an HOA or condo, the owner owns the HVAC system. For tenants, this policy says it is not an emergency unless the outside temperature is above 100°F or below 25°F.
    Non-emergency issues are handled through the normal maintenance process and response timelines.
    Emergency request policy

    When does the $50 fee apply?

    All homeowners submitting an emergency maintenance request must provide a valid credit card at the time of submission. Providing the card confirms that the homeowner has reviewed this policy and agreed to its emergency criteria and fee structure.

    $0
    Qualifying emergency requestNo charge for submitting a request that meets the policy’s emergency definition.
    $50
    Emergency request that does not qualifyIf the Association or Management Team determines that the request is not an emergency, a $50 administrative fee is charged to the card provided. It covers response and administrative processing when emergency resources are used for a non-emergency issue.
    $0
    Standard maintenance requestNo credit card is required and no fee applies to the standard request process.
    Submitting a request

    Use the right request type.

    1. Check for immediate danger. For fire or gas leaks, call 911.
    2. Review the examples above. Decide whether it meets the life safety or Association property definition.
    3. Use the portal. Submit an emergency or standard maintenance request as appropriate. An emergency request from a homeowner requires a valid credit card.

    Have a property insurance question?

    For information about claims, master-policy coverage, contractors, invoices, and who handles each step, visit the Property Insurance Claims Center.

    Visit the Insurance Claims Center