Emergency Repairs Playbook: What to Do When Something Breaks
By LandlordShark Editorial Team · Published · Last reviewed November 1, 2026
General information, not legal advice
Landlord-tenant rules differ by state and city. Check your local statutes or talk to a licensed attorney before acting. Full disclaimer.It is 11 p.m. and a tenant calls: water is pouring through the ceiling. If you have never planned for this, you will lose time and probably money. A simple playbook, written before the crisis, lets you act calmly and protect people first, then the property, then your paperwork.
What counts as an emergency
An emergency is a condition that threatens health or safety, or that will cause serious damage quickly if not addressed. Common examples:
- Gas smell or suspected gas leak
- Fire, smoke, or electrical sparking
- Burst pipe or major flooding
- Sewage backup
- No heat in cold weather
- No water or no working toilet in a single-toilet unit
- Broken exterior doors or locks that leave the unit unsecured
- Carbon monoxide alarm going off
Your state or city may define emergencies and repair timelines in its own way. See habitability and repair duties. For everyday requests that are not emergencies, use the system in how to handle tenant maintenance requests.
Safety first
For fire or a carbon monoxide alarm, tenants should get everyone out to fresh air first, then call 911 and stay out until responders say it is safe. For medical danger, call 911. For a gas smell, tenants should leave the building and call the gas utility or 911 from outside, and should not flip switches or use phones inside. Put this in your move-in packet and lease.Step 1: Make sure people are safe
Ask whether anyone is hurt or in danger. Tell the tenant to get out if needed, and to call emergency services first. Repairs can wait; people cannot.
Step 2: Stop the damage
If it is safe, have the tenant or a vendor do the following:
- Water: shut off the main water valve or the fixture’s valve
- Electrical: turn off the breaker for the affected area, but not if water is near the panel
- Gas: do not try to find or fix a leak; leave it to the utility or fire department
At move-in, show every tenant where the water shutoff and breaker panel are, and label them. Add the locations to your records.
Step 3: Call the right vendor
Build an emergency vendor list before you need it:
| Trade | What to keep on file |
|---|---|
| Plumber | 24-hour number, licensed |
| Electrician | Licensed, emergency availability |
| HVAC | Heating repair, especially in winter |
| Water damage restoration | Extraction and drying |
| Locksmith or glazier | Securing doors and windows |
| Utility emergency lines | Gas, water, electric |
Also keep your insurer’s claims phone number handy. Try to have a backup for each trade.
Step 4: Communicate with the tenant
Tell the tenant what is happening, who is coming, and when. A quick call followed by a text or email creates a written record. If the unit may be unlivable, discuss next steps for the tenant, and look up your state’s rules on temporary housing, rent reductions, or lease termination when a unit is uninhabitable. These differ widely.
Except in emergencies, you normally must give notice before entering. In true emergencies, many states allow entry without advance notice, but verify your state’s rule. See landlord entry rules and notice.
Step 5: Document before cleanup
Photograph and video damage before anything is moved or thrown away, when it is safe to do so. Record the time the problem was reported, who was contacted, what was done, and receipts. This helps with insurance, tenant disputes, and your tax records.
Step 6: Notify your insurer
Call your insurance company promptly, since many policies require timely notice and reasonable steps to prevent further damage. Keep receipts for emergency mitigation. Review what your policy covers ahead of time in landlord insurance explained. Tenants’ belongings are usually not covered by your policy, so encourage renters insurance.
Step 7: Fix the cause, not only the symptom
After the emergency, figure out why it happened. Was it an old water heater, a frozen pipe, a tripped breaker from an overloaded circuit? Schedule permanent repairs and, if needed, follow-up work like drywall and mold checks. Add the lesson to your preventive maintenance checklist.
Who pays
Generally, the landlord pays for repairs to systems and structure that wear out or fail through no fault of the tenant. If the tenant caused the damage, such as by leaving a window open in freezing weather or flushing something that clogs the line, the lease and state law may let you charge for the repair. See who pays for repairs and landlord tax deductions for how repair costs are treated at tax time.
Tenant-made emergency repairs
Some states let tenants repair and deduct or hire help themselves if you fail to fix serious problems after notice. The rules are strict and vary. Responding quickly keeps you from getting into that situation. Do not retaliate if a tenant reports a problem; see retaliation and harassment rules.
Next steps
This week, write a one-page emergency sheet: vendor numbers, utility emergency lines, insurer contact, shutoff locations for each property, and your own escalation steps. Give tenants a short version. Check that you hold enough cash reserves to cover a sudden repair bill, and confirm your insurance details. Practice the plan once with a trusted vendor so the first real emergency is not the first time you use it.
Sources and further reading
- Landlord-tenant law overview (Cornell LII), a general explainer. Specific limits, deadlines, and notice periods come from your state’s statute, so look up the current text on your state legislature’s website.