Thrive Street Living is pleased to provide our residents with 24-hour Emergency Service. Hopefully, you’ll never need this service, but if you do, you will certainly appreciate having our trained maintenance technicians just a phone call away. Before you pick up the phone to call us though, we do want you to know what to expect.

Emergency Service is just that; Service we provide to you in the event of a true emergency. We have developed a response procedure for emergencies and other situations that arise during non-business hours. We believe that if you know what to expect from us, you’ll be better prepared to deal with an unexpected event.

HOW TO CONTACT US:

• If you have an after-hours emergency: First, please call to put in a work order on the 24 hour line- (402) 513-3506. This will document it in the maintenance queue and the call center will begin reaching out immediately to our maintenance team. Secondly, please call (402) 813-3340. If you do not get an answer, do not be afraid to call 2-3 times. If it is an overnight call, the maintenance technician who has the on call phone might be sleeping and will need to be woken up. Please refer below to what is or is not an emergency before making the call.

• If you can wait until the next day (or normal business hours): Please enter a maintenance work request through the tenant portal. (This will be the fastest way to get service)

• If you do not have access to the tenant portal: Sign up for portal access here! Or, you can call the office at (402) 895-6885 and leave a message.

NOT EMERGENCIES:

*Please place an online work order through the tenant portal or call (402) 513-3506.

LOCKOUTS:  If you are locked out of your building/apartment, you will have to call a locksmith. Key Masters is a locksmith we often use, and they can be reached at (402) 346-7108. There is a $55 charge in the day and $75 after hours.

NO HOT WATER: 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 be resourceful in the meantime.

NO AIR CONDITIONING:  Extreme weather conditions aside, or a health concern such as asthma, failure of the AC system is not an emergency. Judgment is to be made by the service technician. Any air conditioner not working after dark will have to wait until the next day. Please shut the unit off entirely, open windows if necessary, and enter a maintenance work request through the tenant portal.

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, gently turn off the valve behind the toilet (until you do not hear water running after you flush), shut the lid and clean up any mess. Due to health issues, Thrive Street Living maintenance technicians will generally not begin work until the area is cleaned up and essentially free of bacterial contaminants.

NOISE COMPLAINTS OR SECURITY ISSUES: Please contact the police at 911. (Regardless of whether the problem serious enough to involve the police, please make us aware of it, so we can address the issue properly, by leaving a voice message, describing the problem in detail, your address, and the location of the disturbance at (402) 895-6885. (NOTE: Maintenance does not respond to police emergencies overnight.)

EMERGENCIES:

DRAINS:  If your toilet or kitchen sink drain is completely stopped up, this is an emergency.  If you are located on a lower level unit, it is always a good idea to tell tenants above you to not use their sinks until yours has been serviced. If the disposal side only is stopped up, please report it to the office the next working day. If your bathtub or bathroom sink is stopped up, but is NOT overflowing, this can wait until the next day.

TOILETS:  If your apartment only has one toilet and it is clogged, this is an emergency.  Our maintenance team will ask if you have made every effort to clear the stoppage yourself (plunging). In any case, gently turn off the valve behind the toilet (until you do not hear water running after you flush), shut the lid and clean up any mess. Due to health issues, Thrive Street Living maintenance technicians will generally not begin work until the area is cleaned up and essentially free of bacterial contaminants. If you have more than one toilet, please call the office the next working day.

WATER LEAKS: If the leak is causing flooding, please call immediately.  Always clean up as much water as possible to prevent damage to other apartments. Old towels are great at soaking up water. If the water leak is actively dripping, place a large bowl or bucket under it while you wait for a response. The shut off valves are located under the sink and toilet.

NO POWER:  If your entire apartment has no power, this is an emergency. You can call OPPD to see if there is an outage in your area.  If your apartment has partial power, please check the breaker panel for a tripped circuit breaker. 

NO HEAT:  Extreme conditions apply. if your apartment is maintaining a temperature adequate for you to stay warm with additional layers of clothing (i.e. does not dip below 60 degrees), this is not an emergency. (Check your thermostat to make sure it is on and replace the batteries if it is not. If there is still no heat, please call the after-hours emergency number.