When do I call? Understanding Routine vs. Emergency Maintenance

When do I call? Understanding Routine vs. Emergency Maintenance

maintenance request, plumber, apartment maintenance, property management

The fastest way to report a maintenance issue is to make a request through your online portal by going to our website: www.OPM.rent.

One of the biggest advantages in living in a multi-family environment is the aspect of maintenance-free living. Our on-site maintenance team and office staff are always willing to help provide our residents with all the comforts of home. As we all know, sometimes maintenance issues happen, and it’s important to understand the difference between non-emergency and maintenance emergencies when they do.


Routine maintenance are issues that do not require immediate attention and can be handled during normal maintenance hours. Some examples are:

  • Dripping water faucets
  • Ice maker not working
  • Stove burner won’t heat up

These issues may require a few days before a maintenance professional is able to schedule a visit to your home without it endangering your health or potentially damaging your apartment. These types of requests can be submitted by phone to the office, by email or through your online tenant portal. Submitting requests through your portal will gain you the fastest response from our maintenance team.


If there is a maintenance issue that requires expedited attention, but not immediate attention, it is considered a high-priority maintenance issue. These high-priority issues receive first priority over non-emergency issues and are usually done during regular maintenance hours. Please submit an online request through your tenant portal immediately for the fastest response. High-Priority Issues include but are not limited to:

  • Air Conditioning not working
  • Plumbing leak
  • Locked out of your apartment
  • No hot water


Emergency maintenance are issues that require immediate attention for the safety of the occupants, the property and your belongings. Please do not submit an emergency maintenance request by email. Contact the office by phone immediately during business hours or follow the prompts to leave a message on our After-Hours Maintenance Answering Service or Voicemail Box. One of our on-site maintenance staff members will be in contact with you shortly after receiving the call to get more information about your situation. The After-Hours Maintenance member will visit your home as quickly as possible if:

  • No Air Conditioning in the Apartment
    As stated in the Lease Agreement: if a request for air conditioning maintenance is made when the outside temperature at least 90 degrees, it is considered an emergency request. If it is below 90 degrees, it will be considered a high-priority request and will be fixed the following day.
  • Major Flooding
    Flooding may happen, even if the source does not start in your home. Before calling the after-hours maintenance number, make sure to move all possessions out of harms way and turn off the water valve to stop to flow of water.
  • Refrigerator not working
    Refrain from opening the refrigerator door should it stop working in the middle of the night. Usually the cold air will stay for a few hours.
  • Window or Door Locks Malfunction
    Door Lock Malfunction does not include a lock out of the apartment. Should you be in a situation where you accidently lock yourself out of your home during after-hours, please contact a locksmith at your own expense.
  • Clogged Toilet (if only one is in unit)
    If there is only one bathroom and the toilet becomes clogged in the home, it is considered an Emergency Maintenance issue. If there is a second toilet in the unit, please refrain from using the clogged toilet. The maintenance team will consider this as a high-priority maintenance issue and will expedite the request.
  • Fire in the unit/building
    Should there be a fire in your home or see a fire happen near the community, call 911 first! Then alert the maintenance department about this issue.


Important Numbers:

General Maintenance Support: 701-289-9192

Maintenance Email: Tom@opm.rent

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