A burst pipe at 2:14am
What actually happens when a tenant texts your team in the middle of the night — and why nobody waits until morning.
2:14 am
🏠 TenantTexts the one number on their lease: "water is pouring out from under my bathroom sink"
#1 · inbound contact
2:14 am
📱 Tenant Line — the front doorAnswers instantly. Triages: active water = emergency. Confirms unit, gets details, says "we're on it."
✔ qualifies for pre-authorization
2:15 am
🔧 Maintenance Coordinator — the dispatcherChecks the rule: active water ✔ · estimate $1,800 ✔ (under the $2,500 limit) · approved plumber ✔
→ dispatches immediately. No waiting.
→ dispatches immediately. No waiting.
#1 · dispatch
2:16 am
🤝 Vendor Manager → 🔧 PlumberThe plumber is the PM's own preferred vendor — vetted, licensed, insured, rate on contract. (If unreachable, a pre-approved backup.)
#2 · notify (parallel)
2:17 am
🏠 → TenantTenant Line texts back: "A plumber is being dispatched now — ETA 45 min. Sorry about this."
Meanwhile, the owner gets a notification — not a question:
Meanwhile, the owner gets a notification — not a question:
[AUTO-DISPATCH] Unit 4B · burst pipe · ABC Plumbing · est. $1,800 · ETA 45m · within your $2,500 limitWhat still wakes you up even at 2am: estimate over your limit · no approved vendor for that trade · anything not on the emergency list (a dripping faucet) · and always — evictions, lease changes, rent, refunds, any money movement.
Turn it off: set your limit to $0 and every dispatch waits for your OK, burst pipe or not.
Turn it off: set your limit to $0 and every dispatch waits for your OK, burst pipe or not.