# Property Management Maintenance Triage Matrix

## Emergency

- flooding
- no heat in dangerous conditions
- gas smell
- fire or electrical hazard

Action: immediate escalation and same-call routing.

## Urgent

- active leak contained
- appliance failure affecting habitability
- lock or access issue

Action: same-day coordination and resident update.

## Routine

- minor repairs
- cosmetic issues
- non-urgent vendor follow-up

Action: queue, schedule, and confirm timeline.

## Every request needs

- property and unit
- callback number
- access notes
- safety notes
- status owner