How do you classify repair urgency? (What makes a maintenance request Emergency, Urgent, or Standard?)

Work orders are categorized as Emergency, Urgent, or Standard. Definitions and examples of each are provided below.

Urgency Level	Examples (Representative but not exhaustive)
Emergency Causing significant property damage and / or health and safety risks	Fires, floods, ongoing leaks that cannot be contained Active sewage backups that cannot be contained AC or furnace repairs under certain weather conditions No functioning toilet or bathroom in the entire home Gas leaks
Urgent Could lead to health and safety risks / property damage if prolonged	No hot water Plumbing leaks (especially contributing to microbial growth) Clogged drains Non-functional refrigerator / freezer, oven, or stove Sewage backup that is contained Containable roof leaks Broken / leaking toilets AC or furnace repairs under certain weather conditions
Standard Do not impact the tenant's ability to safely reside in the home and do not contribute to property damage	Fence repairs Washer and dryer hookups Broken microwave Cracked windows Cabinetry repairs

We aim to have all maintenance requests resolved as soon as possible. Our goals by urgency-level are as follows.

• Emergency: 3 days
• Urgent: 7 days
• Standard (non-emergency and non-urgent): 14 days

Related Questions
How long do I have to review estimates and approve maintenance work?
How do I approve a maintenance request?
How would I let you know that I want to manage a maintenance request on my own?