It's 11 PM on a Tuesday, and your phone rings. Your San Leandro tenant is calling because water is pouring from the ceiling. Or maybe it's a Friday afternoon and the furnace stopped working with temperatures dropping into the 40s tonight. Or perhaps it's the middle of a heat wave and the air conditioning has failed with an elderly tenant living in the unit.
Welcome to one of the most stressful parts of being a landlord: emergency repairs.
After 21 years of managing rental properties throughout San Leandro and the East Bay, I've handled hundreds of emergency situations. I've gotten the midnight call about burst pipes, the weekend call about no hot water, and the holiday call about a non-functioning refrigerator with a week's worth of groceries spoiling inside.
In this guide, I'll walk you through exactly what qualifies as an emergency repair in California, how to respond quickly and legally, and most importantly, how to build a system so you're never scrambling at 2 AM trying to find a plumber who'll actually answer the phone.
Let's start with the critical question: what actually qualifies as an emergency?
What Qualifies as an Emergency Repair in California?
Not every repair requires an immediate response, but California law is very specific about habitability issues that must be addressed quickly. Understanding the difference between an emergency, an urgent repair, and routine maintenance will save you money and keep you legally compliant.
True emergencies (require immediate response, any time of day or night):
- No heat in cold weather: If it's winter and the furnace stops working, this is a habitability issue that must be addressed immediately. San Leandro winters may not be freezing by Midwest standards, but temperatures in the 40s and 50s without heat create unsafe conditions, especially for elderly tenants or families with young children.
- No running water or sewage backup: If water isn't flowing or sewage is backing up into the unit, this is an immediate emergency. Tenants cannot live without water, and sewage presents serious health hazards.
- Gas leak: Any smell of gas requires immediate action. Call PG&E emergency line (1-800-743-5000) first, then address the source. Gas leaks can be fatal.
- Electrical hazards: Sparking outlets, exposed wires, burning smells from electrical panels, or any situation where there's risk of fire or electrocution. These can't wait.
- Major water intrusion: Burst pipes, major leaks, or flooding that's causing ongoing damage to the property or tenant's belongings. The longer water flows, the more expensive the damage becomes.
- Broken locks on exterior doors: If the tenant cannot secure the property, this is a security emergency that must be fixed immediately.
- Fire or structural damage: Obvious emergency requiring immediate professional response and potentially evacuation.
Urgent repairs (should be addressed within 24-48 hours, but can wait until morning or next business day):
- Water heater failure: No hot water is inconvenient but not immediately dangerous. Most tenants can manage for 24 hours with cold water while you arrange repair. However, don't delay beyond 24-48 hours, as this becomes a habitability issue.
- Refrigerator failure: Food will spoil, but this can usually wait until morning if it happens at night. Offer to reimburse for ice or spoiled groceries if appropriate.
- Air conditioning failure in extreme heat: While uncomfortable, AC isn't considered essential habitability in most California jurisdictions unless temperatures are extreme (95°F+) and the tenant has health conditions. But you should still prioritize this.
- Minor plumbing leaks: A dripping faucet or small leak under the sink isn't an emergency but should be fixed promptly to prevent water damage.
- Single broken window: Secure it temporarily (board up if needed) and replace within a few days.
Routine maintenance (can be scheduled during normal business hours):
- Cosmetic issues (peeling paint, minor wall damage)
- Appliance repairs that don't affect habitability (dishwasher, garbage disposal)
- Landscaping issues
- Minor electrical issues (single outlet not working if others function)
- Slow drains (unless completely blocked)
The key distinction: Can the tenant safely live in the property without this repair? If the answer is no, it's an emergency. If it's a major inconvenience, it's urgent. If it's an annoyance, it's routine.
Your Emergency Response Plan (Save This Checklist)
Every San Leandro landlord needs a documented emergency response plan. Here's the exact system I've used for 21 years:
Step 1: Answer the phone (or respond to the text/email immediately)
- Set up a dedicated phone line for tenant emergencies
- Use Google Voice if you don't want to give out your personal cell
- Set up voicemail that tells tenants exactly what to do for common emergencies
- Respond within 30 minutes, even if it's just to acknowledge receipt
Step 2: Assess the situation Ask these questions:
- Is anyone in immediate danger?
- Is water currently flowing/gas currently leaking?
- Can the situation wait until morning? (be honest)
- What caused the problem? (helps identify the right contractor)
- Has the tenant done anything to mitigate damage? (turn off water valve, etc.)
Step 3: Take immediate action
- If it's truly dangerous (gas, electrical fire, major flooding), tell tenant to evacuate and call 911 or PG&E
- If water is flowing, tell tenant where the main shut-off valve is (they should already know this from move-in)
- If it can be temporarily secured (broken window, broken lock), give instructions for temporary fix
Step 4: Call your contractor
- This is where having established relationships matters
- Call your preferred contractor first (even at 2 AM if it's true emergency)
- Have backup contractors for each trade
- Get ETA and communicate it to tenant immediately
Step 5: Document everything
- Take photos/videos (ask tenant to send these)
- Save all text messages and emails
- Note exact time of notification and response
- Keep copies of contractor invoices
- Document any tenant-caused damage vs. normal wear
Step 6: Follow up
- Check in after repair is complete
- Ensure tenant confirms everything is working
- Process reimbursements quickly if tenant had to handle anything
- Review the situation: could it have been prevented?
Critical timing requirements under California law:
- Emergency habitability issues: Immediate response required
- Urgent repairs affecting habitability: Within 24-48 hours
- Routine repairs: "Reasonable time" (typically 30 days, but varies)
- Tenant can legally withhold rent or repair-and-deduct if you don't respond appropriately
Having this system written down and following it every time protects you legally and maintains good tenant relationships.
Finding Reliable Emergency Contractors in San Leandro
The difference between a manageable emergency and a disaster often comes down to one thing: having contractors who will actually show up at midnight.
After 21 years in San Leandro, here's what I've learned about building a reliable contractor network:
Plumbing (most common emergencies): You need at least two licensed plumbers who offer 24/7 emergency service. Don't just Google "emergency plumber" when disaster strikes – you'll pay premium rates and get whoever happens to answer. Build relationships now:
- Get their emergency contact numbers
- Confirm they serve San Leandro (some contractors won't come to certain cities after hours)
- Ask about emergency rates upfront (typically 1.5-2x normal rates)
- Test the relationship with a routine job first
HVAC (heating/cooling emergencies): Critical in San Leandro's climate. You need contractors who can handle both heating failures in winter and AC failures during heat waves:
- Look for companies that stock common parts (water heater elements, thermostats, etc.)
- Ask about response times (should be within 2-4 hours for true emergencies)
- Confirm they're licensed and insured
- Get after-hours contact numbers
Electrical: Electrical emergencies are less common but more dangerous. Never attempt DIY electrical work:
- Must be licensed electrician (not handyman)
- Should be available within 2-3 hours for safety hazards
- Ask if they can do emergency service panel work (not all can)
- Keep their emergency number programmed in your phone
Locksmith: Broken locks or lockouts happen surprisingly often:
- Find a licensed, bonded locksmith before you need one
- Avoid "locksmith scams" (many advertised locksmiths are actually call centers that send unlicensed contractors)
- Establish relationship and pricing beforehand
- Some tenants try to avoid paying for lockouts by claiming it's an emergency – clarify in your lease that tenant-caused lockouts are tenant's expense
General handyman/restoration: For water damage, board-ups, or multi-trade emergencies:
- Should have multiple skills (carpentry, basic plumbing, basic electrical)
- Available for temporary fixes even if full repair waits until business hours
- Can secure property quickly
- Knows when to call a licensed specialist instead
Where to find these contractors:
- Ask other San Leandro landlords (join local real estate investor groups)
- Check Yelp and Google reviews specifically for emergency service mentions
- Ask your insurance agent (they work with restoration contractors regularly)
- Test them with non-emergency work first
- Keep a rotating list and replace contractors who don't perform
Red flags to avoid:
- Won't provide emergency contact number
- Only available "sometimes" after hours
- Dramatically inflated emergency rates (3-4x normal)
- Unlicensed or can't provide insurance information
- Poor communication or unreliable for routine jobs
I maintain a list of at least two contractors for each trade, with emergency contact numbers. This has saved me countless times over 21 years. When my primary plumber is on another call, I have a reliable backup.
What to Tell Your Tenant During an Emergency
How you communicate during an emergency affects both the outcome and your relationship with the tenant. Here's exactly what to say:
Immediate response (within 15-30 minutes of notification): "I got your message about [problem]. This is definitely something we need to address [immediately/first thing tomorrow morning]. Here's what's going to happen..."
Set clear expectations:
- "I'm calling my plumber right now and will get back to you within 15 minutes with an ETA"
- "The contractor should be there within [timeframe]"
- "If you don't hear from them by [time], call me immediately"
Give instructions for damage control: "While we're waiting, can you [turn off the water at the main valve / unplug the appliance / open windows for ventilation]? This will help prevent additional damage."
If there will be a delay: "The earliest my contractor can get there is [time]. I know this is inconvenient. Here's what we can do to make it manageable: [offer temporary solution, hotel if uninhabitable, reimbursement for meals if no kitchen access]."
Safety first: "If at any point this becomes dangerous or the situation worsens, leave the property and call me immediately. Your safety is the priority."
After contractor is dispatched: "[Contractor name] from [Company] will be there at approximately [time]. His number is [number] in case you need to reach him directly. He'll call you when he's 15 minutes away."
What NOT to say:
- ❌ "Can't this wait until morning?" (even if you think it can – assess first, then explain reasoning)
- ❌ "Are you sure it's actually broken?" (sounds like you're doubting them)
- ❌ "This is going to be expensive" (not the tenant's concern if it's not their fault)
- ❌ "I'll get to it when I can" (illegal if it's a habitability issue)
- ❌ "Figure it out yourself" (you're responsible for repairs)
Follow-up after resolution: "Just checking in – is everything working properly now? Is there anything else that needs attention while the contractor is there?"
This communication approach shows you're responsive, professional, and prioritizing their wellbeing. Even at 2 AM, this matters. Tenants who feel taken care of during emergencies are more likely to renew leases and take better care of your property.
California Law: Your Timeline to Fix Emergency Issues
California's habitability laws are strict, and San Leandro landlords must understand their legal obligations. Failing to respond appropriately to emergency repairs can result in tenants legally withholding rent, repairing and deducting costs from rent, or even suing for damages.
Legal requirements under California Civil Code:
Implied Warranty of Habitability requires landlords to maintain:
- Effective waterproofing and weather protection
- Plumbing facilities in good working order
- Hot and cold running water
- Heating facilities
- Electrical lighting and wiring
- Clean and sanitary buildings, grounds, and appurtenances
- Adequate trash receptacles
- Floors, stairways, and railings in good repair
- Deadbolt locks on exterior doors
- Working smoke detectors and carbon monoxide detectors
Timeline requirements:
- Immediate emergencies: Must respond same day/night (gas leaks, no water, electrical hazards, security issues)
- Serious habitability issues: 24-72 hours (no heat, major leaks, sewage problems)
- Other repairs affecting habitability: "Reasonable time" – typically 30 days maximum, but should be faster
- Routine maintenance: Within 30 days of notice
What happens if you don't respond appropriately:
Tenant can repair and deduct: If you don't fix an issue within 30 days (or immediately for emergencies), tenant can hire a contractor and deduct the cost from rent, up to one month's rent. They can only do this twice in a 12-month period.
Tenant can withhold rent: If the property is uninhabitable, tenant can withhold rent or pay into an escrow account until repairs are made. They must follow proper procedures (written notice, reasonable time to repair).
Tenant can break lease: If habitability issues make the property unlivable, tenant can legally terminate the lease without penalty under constructive eviction.
Tenant can sue: For damages, relocation costs, or rent reduction. In extreme cases, you may owe punitive damages for neglecting serious issues.
You lose eviction case: If you try to evict a tenant who's withheld rent due to unaddressed repairs, you'll likely lose. Judges are not sympathetic to landlords who ignore habitability issues.
Local code enforcement: San Leandro's Code Enforcement Division can inspect and cite you for violations. Fines can be significant and accumulate daily until issues are resolved.
Retaliation is illegal: You cannot raise rent, reduce services, or evict a tenant in retaliation for them reporting habitability issues or requesting repairs. California law provides strong protections against retaliatory actions.
Your legal defenses:
- You responded within reasonable timeframe
- Tenant caused the damage
- Tenant denied access for repairs
- Issue doesn't affect habitability
- You offered reasonable temporary accommodation
Best practice: Document everything. Every request, every response, every action taken. If a tenant claims you didn't respond to an emergency, your documentation proves otherwise.
I've seen landlords lose thousands of dollars in court because they couldn't prove they responded appropriately to emergency repairs. Don't be that landlord.
Emergency Repairs That Can Wait Until Morning
Not everything that feels urgent actually requires a 2 AM response. Learning to distinguish saves you money and protects you from contractor emergency surcharges when they're not necessary.
These can typically wait until morning (6-8 AM):
Water heater failure (if discovered late at night):
- Tenant can manage without hot water for 8-10 hours
- Tell them you'll have someone there first thing in the morning
- Offer to reimburse for a gym shower if they need one
- Most water heater replacements take 2-4 hours and can be done during business hours
Refrigerator failure (if discovered at night):
- Unless it's full of medications that need refrigeration
- Tenant can put perishables outside if it's cold, or buy ice
- Offer to reimburse for ice and any spoiled food (within reason)
- Schedule repair/replacement for morning
Air conditioning failure (if not extreme heat):
- If nighttime temps are below 80°F, it can wait until morning
- Suggest opening windows and using fans
- If it's extreme heat (95°F+) or tenant has health conditions, prioritize
Single circuit breaker tripping (if others work):
- Unless it's the only power in the unit
- Tenant can use alternative outlets/rooms overnight
- This could indicate a bigger electrical issue – safer to check during daylight anyway
Clogged drain (if other fixtures work):
- If the toilet is working and they have other sinks, this can wait
- Don't let it go more than 24 hours though
Minor roof leak (if not actively raining):
- Put out buckets, move belongings
- Schedule roofer for first available appointment
- If it's actively raining and water is pouring in, that's different – call emergency restoration
Garbage disposal broken:
- Inconvenient but not a habitability issue
- Can wait until business hours
- Tenant can still use sink, just not disposal
Dishwasher not working:
- Definitely not an emergency
- Schedule normal service call
- Tenant can wash dishes by hand
When you CAN wait, tell the tenant: "I understand this is frustrating. This isn't a safety hazard or habitability issue that requires a middle-of-the-night response, but I will absolutely have someone there first thing tomorrow morning. I'm calling the contractor at 8 AM and will give you an ETA by 8:30 AM. Is there anything I can do to make it manageable until then?"
Most reasonable tenants understand. The key is responding immediately to their message (even at night) so they know you're on it, and then setting clear expectations about when it will be fixed.
If a tenant insists something is an emergency when it's not, stand your ground professionally: "I understand your concern. Based on 21 years of property management experience, this doesn't require an emergency response, which would cost 2-3 times the normal rate. I will have it fixed first thing in the morning. If the situation changes or becomes worse overnight, call me immediately."
How Property Managers Handle After-Hours Emergencies
One of the biggest value propositions of professional property management is that we handle the 2 AM phone calls. Here's exactly how we do it at ACL Property Management:
24/7 emergency hotline: Our tenants have an emergency number that's answered 24/7. Not voicemail – an actual person. During business hours it's our office, after hours it's a call service that screens for true emergencies and contacts us directly.
Emergency categorization: The call service uses our protocols to determine: Is this life-threatening? Is this causing ongoing property damage? Does this affect habitability? This filters out non-emergencies that can wait until morning.
Pre-vetted contractor network: We don't scramble to find contractors at 2 AM. We have 2-3 contractors for each trade with established after-hours agreements. They know us, we know them, pricing is pre-agreed, and they respond quickly because we give them consistent work.
Authorization limits: For emergencies under $500, we authorize work immediately without owner approval. Over $500, we contact the owner – but we've already dispatched the contractor to assess while we're reaching out. Time is money when water is flowing.
Real-time communication: We text/call the owner immediately to notify them of the situation and what we're doing. Even at 2 AM. Owner can go back to sleep knowing it's handled, but they're informed.
Documentation system: Every emergency is logged with photos, contractor invoices, timestamps, and tenant communication. This protects everyone if there's ever a dispute.
Follow-up inspection: We don't just take the contractor's word that it's fixed. We check the repair within 24-48 hours to ensure quality work and no secondary damage.
Insurance coordination: For major issues (flooding, fire damage, etc.), we immediately contact the owner's insurance company and start the claims process. We coordinate with adjusters, restoration companies, and handle the paperwork.
Tenant relocation if needed: If the property is uninhabitable, we help arrange temporary housing, coordinate with insurance for additional living expenses, and manage the restoration timeline.
Cost: Our standard management fee (7% of monthly rent) includes all of this. There's no additional charge for emergency calls or after-hours coordination. It's just part of the service.
What this means for owners: You sleep through the night while we handle the crisis. You wake up to a text: "Tenant reported water heater failure at 2:15 AM. Our plumber arrived at 3:30 AM and installed new water heater by 6 AM. Cost $1,600. Hot water fully restored. Tenant happy. Invoice attached."
That peace of mind is worth far more than the management fee.
Building Your Emergency Contractor Network
If you're managing your own San Leandro properties, you need this network before the emergency happens. Here's how to build it:
Step 1: Identify the trades you need
- Plumber (most critical)
- HVAC technician
- Electrician
- Locksmith
- Handyman/general contractor
- Water restoration company
- Roofer
- Appliance repair
Step 2: Find candidates
- Ask other landlords in San Leandro
- Check East Bay Real Estate Investors Association
- Look for companies with 24/7 emergency service
- Read reviews specifically mentioning emergency response
- Verify licenses (check CSLB.ca.gov)
Step 3: Interview them BEFORE you need them Questions to ask:
- "Do you offer true 24/7 emergency service?"
- "What's your typical response time for emergencies?"
- "What are your after-hours rates?"
- "Do you serve San Leandro at night/weekends?"
- "Can you provide references from other landlords?"
- "Do you stock common parts for fast repairs?"
Step 4: Test them with routine work first
- Hire them for a small job
- Evaluate communication, quality, pricing
- See if they show up on time
- Check if invoices are reasonable and detailed
Step 5: Establish the relationship
- Tell them you manage multiple properties
- Ask for priority service (they're more likely to answer at 2 AM for regular clients)
- Pay invoices quickly (contractors remember who pays fast)
- Give them consistent work, not just emergencies
- Get their after-hours contact number
Step 6: Create your emergency contact sheet List for each trade:
- Company name
- Primary contact person
- Phone number (office)
- After-hours/emergency number
- License number
- Insurance expiration date
- Special notes (stocks water heaters, 2-hour response time, etc.)
Step 7: Share with your tenants In your lease or move-in packet, include:
- What qualifies as an emergency
- Who to call for emergencies (you first)
- Location of shut-offs (water, gas, electrical panel)
- What to do while waiting (damage control)
Step 8: Review annually
- Are contractors still responsive?
- Are rates still competitive?
- Do you need backups in any category?
- Update contact information
Investment required: Building this network costs nothing except time. The first time you have a midnight emergency, you'll be grateful you invested that time.
At ACL Property Management, we've spent 21 years building these relationships throughout San Leandro and the East Bay. It's one of the most valuable assets we bring to property owners – you can't replicate two decades of contractor relationships overnight.
Preventing Future Emergencies
The best emergency is the one that never happens. Here's how to reduce emergency calls:
Regular preventive maintenance:
- Service HVAC systems annually (before summer and winter)
- Flush water heaters annually
- Check and replace smoke/CO detector batteries
- Inspect and clean gutters (prevents water intrusion)
- Test all plumbing fixtures for leaks
- Inspect roof every 2-3 years
- Service garage door openers
- Check window and door seals
Quality tenant education:
- Show tenants where shut-off valves are at move-in
- Explain what to do if they smell gas
- Teach them to change air filters monthly (prevents HVAC failure)
- Show them how to reset garbage disposal
- Explain importance of running water during freezes (rare in San Leandro, but can happen)
Upgrade before failure:
- Replace water heaters at 10-12 years (before they fail)
- Replace HVAC systems at 15-20 years
- Replace appliances showing signs of failure
- It's cheaper to replace on your schedule than in an emergency
Address small problems quickly:
- A small leak becomes a flood
- A slow drain becomes a backup
- A flickering light becomes a fire hazard
- Fix issues during routine inspections before they become emergencies
Choose quality materials:
- Pay more for better water heaters (last longer, fewer failures)
- Install whole-house surge protection (prevents electrical damage)
- Use quality locks and security hardware
- Install water leak detectors (alert you before major damage)
Regular property inspections:
- Inspect every 6-12 months
- Look for potential problems before they become emergencies
- Catch tenant-caused issues early
ROI on prevention: Spending $1,000 annually on preventive maintenance can save you $5,000-$10,000 in emergency repairs and lost rent. It also keeps tenants happy, which means longer tenancy and fewer vacancies.
Frequently Asked Questions
Q: How much do emergency repairs typically cost compared to regular repairs?
A: Emergency after-hours service typically costs 1.5-2x normal rates. A plumber who charges $150/hour during the day might charge $225-$300/hour at night. Plus many contractors charge a minimum (2-4 hours) for emergency calls. A water heater replacement that would cost $1,200 during the day might cost $1,800-$2,000 at midnight.
Q: Can I charge my tenant for emergency repairs if they caused the problem?
A: Yes, if the tenant's negligence or misuse caused the damage, you can charge them. For example, if they flushed something that clogged the toilet, or if they broke a window. Get documentation and photos. However, normal wear and tear is your responsibility, and you cannot charge for issues that existed before they moved in or that result from deferred maintenance.
Q: What if my tenant reports an "emergency" but I think it can wait?
A: You still need to respond immediately to assess. Explain your reasoning professionally: "I understand your concern. This doesn't present a safety hazard or make the property uninhabitable, so it doesn't require an emergency response. I will have someone there first thing tomorrow morning." Document this conversation. If you're wrong and it was actually an emergency, you could face legal liability.
Q: Should I give my tenant permission to arrange emergency repairs themselves?
A: Generally no, unless it's truly an emergency and you absolutely cannot arrange a contractor. If you do authorize it, get the agreement in writing (text/email), set a spending limit, and require them to get your approval before the work begins. Without this, you might not be required to reimburse them, or they might choose an overpriced contractor.
Q: What if I'm out of town when an emergency happens?
A: This is why you need your contractor network set up in advance. Have a trusted friend, family member, or property manager who can respond if you're unavailable. Make sure your tenants know who to contact if you're not reachable. Never be completely unreachable if you own rental property.
Q: Do I need to provide alternative housing during emergency repairs?
A: If the property is uninhabitable (no water, no electricity, major damage), you may be required to provide alternative housing or reduce rent proportionally. This is covered under California's habitability laws. Your insurance may cover additional living expenses if the damage is from a covered event (flood, fire, etc.).
Q: How do I handle an emergency if the tenant denies access?
A: California law requires landlords to give 24-hours notice except in emergencies. For true emergencies (flooding, gas leak, fire, etc.), you can enter without notice. Document that it was an emergency and that you attempted to contact the tenant first. If the tenant refuses access for an emergency repair that affects habitability, document this refusal in writing.
Get Expert Help
Emergency repairs are stressful, expensive, and time-consuming. If you're dealing with frequent emergencies at your San Leandro rental property, or if you simply want peace of mind knowing someone else will handle the 2 AM calls, professional property management might be the right solution.
At ACL Property Management, we've been managing San Leandro properties for 21 years. We have established relationships with reliable contractors throughout the East Bay, 24/7 emergency response systems, and the experience to handle any situation quickly and cost-effectively.
We also offer tenant placement services if you're looking for quality tenants who take better care of your property (fewer emergencies!). Our thorough screening process and $2,000 placement fee includes comprehensive background checks, employment verification, and previous landlord references.
Whether you need full property management (7% monthly fee) or just want to discuss how to handle a specific situation, we're here to help. Contact us today for a free consultation:
Phone: (510) 786-9025
Email: info@aclrealestate.com
Website: aclrealestate.com
Serving San Leandro, Hayward, Castro Valley, Dublin, Newark, and Union City since 2004.
Don't wait until 2 AM to figure out your emergency repair plan. Let's talk now.
About ACL Property Management: We specialize in helping small landlords (1-5 properties) manage their rental properties professionally without the corporate hassle. With 21 years serving the East Bay, we offer transparent pricing, personal service, and the expertise that comes from managing hundreds of properties through every possible situation.
