If you subscribe to Latchel's 24/7 EMERGENCY-ONLY plan, only work orders that qualify as an emergency will be sent over to Latchel.
If your tenant submits a non-emergency ticket, the work order will be sent back to the landlord to handle.
What does Latchel consider an emergency?
If your tenant submits a ticket that relates to the following issues, Latchel will consider the request an emergency and attempt to begin troubleshooting with the tenant.
Category | Issue |
911 Emergency | Carbon monoxide leak |
911 Emergency | Constant gas leak |
911 Emergency | Defective/false alarm - intermittent |
911 Emergency | Defective/false alarm - continuous |
911 Emergency | Fire |
911 Emergency | Severe flooding |
911 Emergency | Severed power line |
911 Emergency | Tree fell onto building |
Air Conditioning | Insufficient cooling (high temperature) |
Air Conditioning | Not running (high temperature) |
Doorways | External door cannot be secured |
Doorways | Internal door jammed closed (only bathroom inaccessible) |
Doorways | Locked out (doorway not functioning) / Common Area |
Doorways | Locked out (doorway not functioning) / |
Doorways | Locked out (lost keys) |
Doorways | Locked out (personal keyless entry not working) / Common Area |
Doorways | Locked out (personal keyless entry not working) / Indoors (in-residence) |
Electrical | Full power outage |
Electrical | Sparking/smoking electrical outlet |
Heating | Insufficient heating (bedroom(s) not being heated) (low temperature) |
Heating | Insufficient heating (low temperature) |
Heating | Heater not running (low temperature) |
Sinks / Drains / Other plumbing fixtures | Sewage backup (continuous/overflowing) |
Structural | Ceilings - major damage (non-leak) |
Structural | Roofing/Awnings - major damage / Indoors (in-residence) |
Structural | Roofing/Awnings - major damage / Outdoors (on property) |
Structural | Columns/beams/supports - major damage / Common Area |
Structural | Flooring - standing water on floor |
Toilet | Toilet clogged (no toilets available) |
Toilet | Toilet cracked/damaged (not usable; no other toilets available) |
Toilet | Toilet leak - external (base/tank) (major) |
Toilet | Toilet not filling/flushing (no toilets available) |
Toilet | Toilet backing up (no overflow; no toilets available) |
Vehicle/Pedestrian Access | Car/driveway blocked by another car |
Vehicle/Pedestrian Access | Community gate not opening |
Vehicle/Pedestrian Access | Garage door not closing (cannot close manually) |
Vehicle/Pedestrian Access | Garage door not opening (cannot open manually) |
Vehicle/Pedestrian Access | Ice removal (roads or walkways) |
Major Water Leak | In-Residence (not shared wall/ceiling/floor) |
Major Water Leak | In-Residence (Shared wall/ceiling/floor) |
Major Water Leak | Outdoors (on property) / Back yard |
Major Water Leak | Outdoors (on property) / Front yard |
Major Water Leak | Outdoors (on property) / Roof |
Minor Water Leak | In-Residence (Shared wall/ceiling/floor) |
Water leak (major damage) | In-Residence (not shared wall/ceiling/floor) |
Water Supply | No running water |
Windows | Street level window broken (security hazard) |
How do I update my "emergency" settings?
If you would like, we can update your severity/emergency settings to include specific issues. However, please be advised that you may see an increase in vendor costs for emergency services.
I want more service options included in my Latchel plan, how do I do that?
To include more regular maintenance services, you can upgrade to Latchel's “Full Coordination” maintenance coordination to have non-emergency situations (in addition to the emergency ones) handled by Latchel.
Click here & follow the prompts to upgrade: https://app.rentredi.com/latchel
(Note: Typically upgrades go into effect at the beginning of each month, but if you want the upgrade to be immediate, please reach out to our chat support team!)