If you are a resident in a West Coast property, we want to make sure your home is maintained and that maintenance emergencies are dealt with quickly. To help us do this, please follow our guidelines below. If a maintenance request IS an EMERGENCY, please complete and return our Maintenance Request Form, then personally contact our office by telephone at (415) 885-6970 to indicate you are filing an emergency request. If you require maintenance that is not an emergency, please complete the Form and we will process it as soon as possible. EFFECTIVE JANUARY 1, 2003, DUE TO NEW STATE LAWS, ALL MAINTENANCE REQUESTS MUST BE SUBMITTED IN WRITING IN ORDER FOR US TO PROVIDE REQUIRED WRITTEN LANGUAGE REGARDING ACCESS TO YOUR UNIT.On-Site Manager:
Many buildings managed by West Coast have an on-site Resident Manager. In all emergency situations your first contact should be with the Resident Manager, if your building has one. If there is no Resident Manager, or you cannot contact the one for your building, then follow the instructions indicated here.
The following are some guidelines as to what constitutes a maintenance emergency. Remember, an emergency is anything relating to the property under the lease that is threatening to life, health or the property and cannot wait until the next business day for repair. West Coast retains the right to determine the status of maintenance requests.Clogged Toilet:
This may be considered an emergency ONLY if there is only one toilet in the unit AND you have made every effort, including plunging, to clear the stoppage yourself. (In any case, turn off the valve behind the toilet, shut the lid and clean up any mess - due to health issues West Coast representatives are not allowed to begin work until the area is cleaned up and essentially free of bacterial contaminants.)Broken Pipe:
Turn off the water valve to the broken pipe or to the exterior water main, if you can locate it, until a contractor arrives. Do everything within your power to contain any leaking or flooding and, if necessary, contact other residents who may be affected by the leak.No Hot Water:
This may be considered an emergency ONLY if there has been no hot water for an extended period of time. In the event of no hot water, and it is not during a contractor's normal business hours, we may be unable to repair the problem in as timely a manner as we would like, so be resourceful and heat pots of water on the stove, etc. Heater Repair:
This may be considered an emergency ONLY if the outside temperature is falling below 50 degrees and, in the case of buildingsupplied steam heat, you are convinced that the boiler isn't just late in turning on. In the case of electric heat check all fuses or circuit breakers, then call PG&E for service. In the case of gas heat, especially if you smell gas (a rotten egg smell) contact PG&E immediately (800-743-5000) to report the problem.Gas Odor:
(Important note - natural gas has the unmistakable odor of rotten eggs.) If you suspect an appliance is leaking gas, turn off the appliance and turn off the gas supply to that appliance (you should be able to find a shut-off handle somewhere on the supply line). Then call PG&E immediately (800-743-5000).Broken Doorknob, Lock, or Window:
This may constitute an emergency ONLY IF IT PREVENTS THE RESIDENT FROM PROPERLY SECURING THE UNIT. If temporary measures can be taken until normal business hours, residents should wait until the next business day to contact management.Lock-Outs:
Management is NOT responsible for Residents who have locked themselves out of the apartment. In some buildings where there is a Resident Manager, access may be obtained by contacting that manager. Otherwise, it is the Resident's responsibility to contact a locksmith to gain entry. THE LOCK MAY NOT BE CHANGED unless absolutely necessary - and it is the Resident's responsibility to ensure that any new lock is re-keyed to the building's lock system.No Electricity:
This may be considered an emergency ONLY if there is no electricity throughout the unit AND 1) The Resident has called PG&E's outage line (800-743-5002) AND PG&E is not at fault; 2) After Resident has checked all circuit breakers by flipping them hard to the OFF position and then hard to the ON position and has reset any and all GFI breakers (these are the little buttons sometimes found on outlets in bathrooms, kitchens, laundry rooms, and garages) OR any fuses have been checked and replaced if burned out. Partial outages do not constitute an emergency. If a wall switch or outlet begins to smoke or smell like it is burning, turn off the switch or unplug items from the outlet and turn off the circuit breaker or remove the fuse.
The above issues are the basic calls which MAY constitute an emergency. If you have a situation other than these which seems immediately hazardous, damaging or detrimental, please fill out our Maintenance Request Form, then call our office and ask for maintenance or, if after-hours, follow the directions on our telephone message to contact our answering service and personally report the emergency.
The following maintenance issues are NOT generally considered emergencies:
Missed Appointments, Neglect and Unnecessary Service Calls:
- Refrigerator not working
- Oven not working
- Pest control
The resident is responsible for the payment of any invoice for which a repair was made for damage, etc., caused by their misuse or neglect. The resident is also responsible for the payment of any service call charged by a contractor for 1) a missed appointment; 2) for not providing access to the unit when requested; 3) for not moving personal items a sufficient distance away from the area to be serviced; 4) for not leaving any keyless bolting devices unlocked and/or not following other instructions resulting in the contractor not being able to gain entry to the property; 5) in the event that there is a pet that the contractor feels is threatening in any way; or 6) for other reasons that are clearly the fault of, and/or are under the control of, the resident that do not allow the contractor to complete the necessary work. Residents may cancel an appointment by calling our office during regular office hours and speaking with a member of the management staff no less than 90 minutes prior to their scheduled appointment with the contractor.
PLEASE REMEMBER - RESIDENT IS RESPONSIBLE FOR MOVING ANY PERSONAL ITEMS A SUFFICIENT DISTANCE AWAY FROM THE AREA TO BE REPAIRED OR ITEM/EQUIPMENT TO BE SERVICED. MAINTENANCE STAFF WILL NOT MOVE PERSONAL ITEMS!
NOTE: Missed appointment and Cancellation policy
- If you are unable to keep a scheduled appointment, please give 24 hours advance notice to ensure that you will not be charged for the appointment. If less than 24 hours notice is given, and we are unable to schedule another job to fill your time slot, you will be billed for the missed appointment.