Emergency Guidelines
For non-emergency maintenance requests, please submit a maintenance request
via the Resident Portal (www.connectslo.com). For after hours emergency
requests, please observe the following guidelines.
For after hours emergency maintenance services call (805) 619-5395 and
press 3.
TRUE EMERGENCIES ARE DEFINED AS:
TRUE EMERGENCIES ARE DEFINED AS:
No Heat in your Apartment
This is only an emergency in extreme cold weather in winter time and when
the heater is not working due to mechanical malfunction. If your gas or electric is shut off for non-payment of your
bill, call your electric or gas provider.
No Electricity in your Apartment
Blown fuses are not considered after-hours emergencies. 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.
Air Conditioning
If the air conditioning has been on for longer than 3 hours and it fails to
cool the apartment to below 80 degrees, then this is an emergency and a portable a/c unit can be made available.
Please be reminded that it can take several hours to cool down an apartment if the a/c has been off and it is a hot
day. In order to keep your apartment cool, you will need to keep the a/c on all day. If your a/c units leak water,
please place a towel below the leak and submit a work order request to be addressed the next business. CONNECT
cannot be responsible for furniture damage due to leaks.
Flooding of your Apartment
Call immediately if there is risk of damage to possessions or the property
and you cannot contain the leak.
Fire
Call 911 first!! Then call us.
Total Stoppage of the Plumbing Drain System
If your plumbing drain system ceases to work, none of your sinks, tubs or
toilets will function properly. The stoppage of one toilet or drain when other bathrooms are functional is not an
emergency.
Carmatrix failure or interruption
If the warning systems are indicating a failure or interruption of service
please notify CONNECT Property Manager immediately.
Any other "LifeSafety" or "Property Protection" issues arising from storm
damage or criminal damage to the property.
THE FOLLOWING ARE NOT CONSIDERED AFTER HOURS EMERGENCIES AND WILL
BE ADDRESSED DURING NORMAL BUSINESS HOURS AFTER SUBMITTING A REQUEST USING THE ONLINE MAINTENANCE REQUEST
FORM:
No Hot Water in Your Apartment
This may be considered an emergency ONLY if there has been no hot water for
an extended period of time: days not hours. In the event of no hot water, and it is not during normal business
hours, we may be unable to repair the problem in as timely a manner as we would like, so please be resourceful in
the meantime.
Clogged or Backed Up 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, maintenance will generally not
begin work until the area is cleaned up and essentially free of bacterial contaminants.
Refrigerator/Freezer Failing to Cool/Freeze
If your refrigerator or freezer fails, and it is after business hours,
please submit a maintenance request right away. If maintenance is available, and has access to a portable
refrigerator, one will be provided. Again, this is not a guarantee. Please be proactive and locate ice and a cooler
to preserve your food. We cannot be responsible for spoiled food.
Noise Complaints and Security Issues
If you feel that your life is in danger, please call the police. If you find that someone is in violation of the city's noise ordinance, please call (805) 619-5395 (press 3), to see if a staff member is available to assist in addressing the violation. Please email noise violation recordings to [email protected]. If a staff member is unavailable, your call will be promptly returned once the office reopens.
APARTMENT LOCKOUT POLICY
If you lose your key fob or get locked out of your apartment, the following
options are available:
-
During the weekday hours of 10:00 am to 4:00 pm (excluding holidays): Call the leasing office phone number at (805) 619-5395 (press 1) and a team member, if available, can assist you. There is no fee for the first request for management to assist you in gaining access to your apartment when the fob has been misplaced or is missing, but a $50.00 fee will be charged for any subsequent request. We cannot guarantee that a team member will always be readily available. Residents must provide proof of identity before being allowed entry into the apartment. There will be a $50.00 fee for any replacement key fob provided.
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During the weekday hours of 4:00 pm to 10:00 pm, and on weekends (including holidays): Call the after hours maintenance emergency phone number at (805) 619-5395 (press 2) and a team member, if available, can assist you. There will be a $50.00 fee charged for this service. Please understand that this service is provided as a convenience to residents and that a team member may not always be available to provide this service after normal business hours.
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After 10:00 pm, no lock out service is provided and residents have the option of calling a local locksmith at residents own cost and expense. Central Coast Locksmith is located within the CONNECT commercial spaces and can be reached at (805) 439-8121. Any damage to the premises or duplication of key fobs will be at the residents own cost and expense. No alterations to the locks are permitted.
The electronic deadbolts are equipped with a highly visible, red
low-battery indicator light. Residents are responsible for submitting a maintenance request as soon as the red low
battery indicator light comes on. CONNECT cannot be responsible for locks which fail to operate due to a dead
battery that has not been reported. Please note, there is sufficient time between when the low battery light first
comes on and when the battery finally dies. A quick solution for a dead deadbolt battery is to hold a 9 volt battery
up to the fob pad and give it a quick charge which should provide enough power to get the door open.
Updated October 31, 2023
Updated October 31, 2023