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Procedures for Emergency and Routine Maintenance

Please follow the below guidelines when determining when to call the office for maintenance requests:

In the case of fire, medical emergency or a violent situation, tenants should call 911.

Danvers Housing Emergency Maintenance Procedures.
Report all maintenance emergencies to the office. Staff answers the phone during regular business hours and the on call service provider answers the phone in the evening and on weekends. You can reach the office staff or the on call service 24 hours a day by calling the office at (978) 777-0909.

When talking with the on call service after hours or on weekends, please leave your phone number with the service. The maintenance person must be able to call you and discuss the emergency before he will be dispatched to your unit or building. The following are the types of emergencies that should be reported asap even if they occur after business hours or on weekends:

  1. Flood as a result of sewer backup, burst water lines, stuck valve(s) or elements of nature;
  2. No heat in the housing unit or the entire building;
  3. No electricity in housing unit or entire building;
  4. Glass breakage where damage will occur to Housing property or result in discomfort to the tenant;
  5. Roof leaks where the tenant cannot control the situation or when further damage may occur;
  6. Plugged toilet or sink where there is no other available or the water is overflowing;
  7. Lock outs. You will be charged a fee of $10 for all lockouts; and
  8. Situations/problems that could threaten your safety or damage property. For example, lights out in common hallways; icy conditions.

All other calls are considered routine and should be reported to the office
 during business hours:
Routine calls are handled by the maintenance staff based on priority.  Please allow up to five working days for your maintenance request to be addressed. If your request has not been addressed within five working days, please call the office again.

... If you are not sure whether or not to call and report a problem after hours or on weekends. MAKE THE CALL. This policy is not meant to discourage you from reporting a problem on the weekends or after hours but to minimize the maintenance staff from needlessly going out in the evening and on weekends.

copyright 2008 • danvers housing authority • massachusetts • 978-777-0909