emergencies

emergencies happen.

here's how we can help.

Step 1 -

Determine if you're having an emergency.

Every community has unique maintenance responsibilities, which are defined by its governing documents. Understanding these responsibilities is essential in determining whether your association can address a specific situation.

Examples of emergency maintenance issues that may fall under the association’s responsibility include:

Roof leaks affecting shared structures
Water line breaks or plumbing failures
Sewer backups impacting multiple units
Electrical outages or hazards in common areas
Elevator malfunctions in multi-story buildings
HVAC system failures in shared facilities
Structural damage to common property from storms or accidents
Gas leaks in community-managed lines
Fire or life safety system malfunctions (e.g., sprinkler systems, alarms)
Fallen trees or debris blocking access to common areas
Security gate or access control system failure

For clarification on what your association covers, refer to your governing documents or consult with your management team.

Non-emergency issues typically include concerns that do not pose an immediate threat to property, safety, or essential services. These may include:

Questions about assessments, payment processing, or account balances
Routine maintenance requests (e.g., landscaping, minor repairs)
Architectural modification requests and approvals
Issues within the interior of your unit, such as appliance repairs or personal plumbing/electrical problems
Noise complaints or neighbor disputes
General inquiries about community rules, amenities, or policies
Parking concerns that do not involve immediate towing or safety hazards

For assistance with non-emergency matters, please refer to your community’s management team during regular business hours.

Step 2 –

Call the main office at 804-359-2895 and leave a detailed message with your name, community, phone number, and the nature of your emergency. The Senior Manager on call will review your message to determine if the issue qualifies as an emergency and falls within your association’s responsibilities.

Step 3 –

If additional information is needed, the Senior Manager on duty will contact you to assess the situation further. If the issue qualifies as an emergency, they will coordinate with the appropriate vendor to ensure a prompt response and resolution.

Step 4 –

The Senior Manager will update the community’s assigned manager to ensure they are informed of the situation and can provide any necessary follow-up to ensure proper resolution.

After Hours Emergency Number - 804-359-2895