Short answer: Clients on a plan get a 24/7 emergency line. We triage the call, tell the caller how to limit the damage, dispatch a crew, and notify the trustees or owner. The next day you get a written summary with photos, which is what your insurance adjuster will ask for.
What counts as an emergency?
- Active water leaks, burst pipes, or sewage backups
- No heat during the heating season, or no hot water
- Electrical hazards: sparking, burning smells, loss of power to part of a building
- Broken entry doors, locks or windows that leave a building unsecured
- Storm damage: fallen limbs, roof or siding damage, water coming in
- Gas smell: call the gas company and 911 first, then us
A running toilet or a cracked tile is not an emergency. We schedule those the next business day so the emergency line stays clear.
What happens when you call?
- Triage on the phone. We find out what is happening and walk the caller through shutting off water or power if needed.
- Dispatch. We send a crew or a licensed trade partner.
- Stabilize. The first visit stops the damage: shutoff, temporary patch, board-up, water extraction.
- Notify. The board or owner hears from us the same night or first thing in the morning.
- Document. Photos, cause if known, and a scope for the permanent repair.
Why does the paperwork matter?
In a condo building, a leak often crosses from one unit into another or into a common area. Who pays depends on your master deed, bylaws and insurance policies. Photos, times and a written cause from the first visit make that conversation with owners and adjusters much shorter.
How do we prepare buildings before emergencies happen?
On the first walk-through we record where the main water shutoffs, gas meters and electrical panels are, and label them. Most expensive water damage in older Boston buildings comes from the minutes spent finding the shutoff.
Last updated September 27, 2026.