To ensure timely and appropriate responses to urgent situations, Blackstone management, the property owner, and or the Association have established the following Emergency Maintenance Policy. This policy defines what qualifies as an emergency, what does not qualify, and the required authorization for all emergency maintenance requests.

1. Definition of an Emergency

An emergency maintenance request is a situation that:

• Threatens life or personal safety, or
• Poses a risk of significant damage to Association property if not addressed immediately. (Note this does not include damage to the inside of your home)

Examples of true emergency situations include, but are not limited to:

• Fire (Call 911 Immediately)
• Gas leaks (Call 911 immediately)
• Major water intrusion threatening structural damage (NOT including the inside of your home)
• Total loss of power affecting safety systems (does not apply to your personal devices or the inside of your personal property, nor the outage of Street lights)
• Sewage backups affecting health (NOT a clogged toilet)
• Any condition that presents imminent danger

2. Non-Emergency Issues

The following are common maintenance concerns that do NOT qualify as emergencies and should be submitted through the standard maintenance request process:

• Clogged toilets or drains (unless creating a health hazard)
• Blown light bulbs
• Landscaping or irrigation issues
• Leaks confined within an owner’s unit that do not threaten structural integrity
  • A leak inside your property is not an emergency. For condo leak instructions, please click here.
• Minor electrical issues
• Cosmetic or non-safety-related repairs
• HVAC Repairs- if you live in a homeowners association (HOA) or a condo association, you own your HVAC system; if you are a tenant, it is not an emergency if the weather outside is not above 100° or below 25°.

These items will be addressed through normal response procedures and timelines.

3. Request Submission and Credit Card Authorization

All homeowners submitting an emergency maintenance request must provide a valid credit card at the time of submission. By providing this information, the homeowner acknowledges that they have:

• Reviewed this Emergency Maintenance Policy, and
• Agreed to its terms, including the emergency criteria and fee structure.

4. Fee for Non-Emergency Emergency Requests

If the Association or Management Team reviews a submitted request and determines it does not meet the definition of an emergency as outlined above, a $50 administrative fee will be charged to the credit card provided at the time of submission.

This fee covers the cost of response and administrative processing when emergency resources are used for non-emergency issues.

5. Standard Maintenance Requests

Non-emergency maintenance issues should be submitted through the standard maintenance request system. No credit card is required, and no fees apply.