Resident Emergency Maintenance

Emergency Maintenance Instructions for Residents

These instructions are for current residents of homes managed by Rice Real Estate & Property Management. Protect people first, take a safe step to limit property damage when possible, and then report the problem through the Resident Center.

Immediate danger: For a medical emergency, fire, active smoke, or break-in, leave or move to a safe location and call 911 before contacting Rice Real Estate & Property Management.
Submit an Emergency Repair Request Report Routine Maintenance

Choose the Correct Response

What to Do During a Maintenance Emergency

Follow the instructions for the problem you are experiencing. Do not enter an unsafe area or attempt a repair that could cause injury.

Call 911 First

Medical Emergency, Fire, Smoke or Break-In

  1. Leave the home or move to a safe location when necessary.
  2. Call 911 immediately.
  3. Do not re-enter until emergency responders say it is safe.
  4. Once safe, submit a Resident Center repair request and call 702-551-9592, extension 6.
Leave Immediately

Gas Odor or Suspected Gas Leak

  1. Leave the area or building immediately.
  2. From a safe location, call 911 and Southwest Gas at 877-860-6020 .
  3. Do not use matches, lighters, electrical switches, thermostats, appliances, engines, or an automatic garage door.
  4. After responders say it is safe, submit a Resident Center repair request.
Stop the Water if Safe

Active Flooding, Water Leak or Sewer Backup

  1. If it is safe, shut off the nearest fixture valve or the home’s main water supply.
  2. Move belongings away from the water and contain it when possible.
  3. If the water cannot be stopped, call the preferred emergency plumber listed in the Resident Center and follow the plumber’s instructions.
  4. Submit an emergency repair request immediately.
  5. Call 702-551-9592, extension 6, and leave a detailed message.

The lease requires residents to report water leakage or damage within 24 hours. An active leak should be reported immediately.

Extreme Indoor Temperature

Air Conditioning or Heating Failure

  1. Treat the issue as emergency maintenance when the indoor temperature is above 85°F or below 55°F.
  2. Call the preferred emergency HVAC vendor listed in the Resident Center.
  3. Submit an emergency repair request immediately.
  4. Call 702-551-9592, extension 6, and leave a message.
Avoid Electrical Contact

Electrical Hazard or Home-Wide Outage

  1. If there is sparking, smoke, a burning odor, exposed live wiring, or immediate danger, leave the area and call 911.
  2. Do not touch damaged wiring, panels, outlets, or wet electrical equipment.
  3. If the outage affects only your home and is not caused by an area outage or utility disconnection, submit an emergency repair request.
  4. Call 702-551-9592, extension 6, and leave a message.
Prevent Access to the Hazard

Security, Pool Barrier, Garage Door or Structural Hazard

  • If an exterior door or window cannot be secured, stay in a safe location and submit an emergency request.
  • If a pool fence or gate cannot secure the pool, do not use the pool and keep children, guests, and animals away from the area.
  • If flooring, a ceiling, stairs, or another structural area appears unstable, block access and do not walk or stand beneath it.
  • If a garage door will not open manually or automatically and a vehicle is trapped, do not force the door or stand beneath it.
  • Submit an emergency repair request and call extension 6.

Routine Repairs and Follow-Up

Submit Every Repair Through the Resident Center

The lease requires all repair requests to be submitted through the online Resident Center. Calling a vendor or leaving a phone message does not replace the written repair request.

Problems That Are Usually Not Emergencies

These issues should still be reported promptly, but they normally use the routine maintenance process when there is no immediate danger:

  • An appliance that stops working without smoke or an electrical hazard
  • A refrigerator that is not cooling
  • A minor drain or toilet clog that can be contained
  • A small leak that has been stopped and can be safely contained
  • A garage door that can be opened manually with no trapped vehicle
  • Cosmetic damage or other repairs that do not affect safety or security

For a refrigerator problem, submit a request and follow the preferred appliance-vendor instructions available in the Resident Center.

After Taking the Immediate Safety Step

  1. Open the Resident Center and submit the repair request.
  2. State what happened, when it started, whether the problem is active, and what safety or shutoff steps were taken.
  3. Include the property address, the best callback number, and safe access information for the vendor.
  4. Add clear photos or a short video only when it is safe to do so.
  5. For emergency maintenance, call 702-551-9592, extension 6, and leave a detailed message after submitting the request.

Ready to Report the Problem?

Use the emergency request button for an active safety, security, flooding, electrical, or extreme-temperature problem. Use the routine maintenance page for repairs that can be safely contained and do not create immediate danger.

Submit Emergency Request Routine Maintenance

Your signed lease and addenda control if the terms for your tenancy differ. Instructions from 911, emergency responders, and utility providers take priority.

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