When your tenants have an after-hours emergency, what do you do?
August 27, 2026
“My tenant called me at midnight. There’s water coming through the ceiling. What do I do?”
Rental property emergencies have a habit of ignoring business hours.
A major leak, burst pipe or electrical issue can happen at 2pm on a Tuesday or midnight on a Saturday. And when you’re the landlord, that late-night call can suddenly leave you trying to work out three things at once: How serious is it? Who do I call? And what am I responsible for?
Those decisions can feel a lot harder when you’re making them at midnight.
Start by understanding what’s happening
When an urgent maintenance call comes through, the first step is to get a clear picture of the situation so you can respond appropriately.
Ask the tenant what’s happened, where the problem is and whether there’s an immediate risk to people or the property. Photos or videos can also be helpful where it’s safe for the tenant to take them.
Some situations will need immediate attention, such as:
- A significant water leak or burst pipe
- Serious electrical faults
- Major plumbing or drainage problems
- Damage that makes the property unsafe or insecure
- Another fault that could cause injury or significant further damage
Other repairs may be able to be safely addressed during normal hours. The important thing is making that assessment promptly and taking the appropriate next step.
If there’s an immediate threat to someone’s safety, the appropriate emergency service should always be contacted first.
Know what you’re responsible for
Under the Residential Tenancies Act 1986, landlords are responsible for providing and maintaining rental properties in a reasonable state of repair.
Tenants have responsibilities too. If they become aware that something needs repairing or maintaining, they should notify their landlord as soon as possible. Tenancy Services provides guidance on the responsibilities of both landlords and tenants when something needs repairing.
For landlords, the important part is responding appropriately once you know there’s a problem. Tenancy Services advises that repairs should be completed as soon as reasonably possible if the problem is urgent and likely to cause injury to people or further damage to the property.
That doesn’t always mean the entire repair can be completed immediately. Depending on the situation, the first priority may be making things safe, preventing further damage and then arranging any further work that’s needed.
What should you do when the call comes in?
Once you understand what’s happening, focus on the immediate response:
- Prioritise safety. If there’s a risk to people, address that first.
- Prevent further damage where possible. If it’s safe and practical, there may be simple steps that can help, such as turning off the water supply during a major leak.
- Get the right help. Arrange a suitably qualified tradesperson where the problem requires urgent attention.
- Keep the tenant informed. Let them know what’s being arranged and what they should expect next.
- Keep a record. Document the issue, communication, photos, invoices and repairs.
Having trusted tradespeople and their after-hours contact details readily available can make these situations much easier to manage.
It’s also worth knowing that the usual rules around accessing a rental property still matter. Tenancy Services explains the rules for landlord access, including access for repairs and emergencies.
Can a tenant arrange an urgent repair themselves?
In some circumstances, yes.
Under the Residential Tenancies Act, a landlord may be required to reimburse a tenant for reasonable repair costs where the problem is serious and urgent, provided certain requirements are met.
This includes the tenant having made a reasonable attempt to notify the landlord about the problem before arranging the work, and the need for the repair not having arisen from a breach of the tenancy agreement by the tenant.
This is why having a clear way for tenants to report urgent problems is so important. If something serious happens after hours, they need to know who to contact and how to reach them.
A little preparation goes a long way
You can’t predict when a pipe will burst or an electrical fault will appear, but you can make sure you know what to do if it happens.
It’s worth having a simple plan that covers:
- How tenants should report urgent issues
- Who can be contacted outside normal business hours
- Trusted tradespeople for urgent work
- Where important property information is kept
- How repairs and communication will be documented
That way, if the phone does ring at midnight, you’re not trying to build an emergency response plan while you’re still waking up.
Need someone to handle the after-hours calls?
Urgent maintenance comes with owning a rental property, but managing every call yourself doesn’t have to.
Comprendé Property Management is available 24/7 to respond to urgent issues at the properties we manage, communicate with tenants and coordinate the appropriate response.
Want property management support that’s there around the clock?
Get in touch with the Comprendé team today on 04 384 2141 or email hello@comprende.co.nz.
