What Is Not an Emergency

The Emergency mark on ManjeProp’s fault form is for danger or major damage happening now. It pins the ticket. It should also mean a human treats it as a now problem. If every slow tap is an Emergency, nothing is.

This list exists so the real flood is not sitting under twenty “urgent” light bulbs.

Ordinary faults that can wait until morning

A tap that drips into a basin you can still use
A single dead light in a room that has another
A cracked tile that is not moving
A cupboard catch
A toilet seat loose but usable
A shower that is lukewarm after five people have already used the tank
Wifi down, or a router that needs the one restart on the checklist
A fridge that is still cold after a short outage
A request to change a viewing time
A question about rent, a receipt, or a deposit that is not leaking

Send these on Report a fault with Low, Medium or High. Write clearly. Attach photos. They still become tickets. They do not need a 01:00 locksmith.

High is not Emergency

High means it needs attention soon: a lock that is failing but still works, a leak that is contained in a bucket, no hot water in a whole house on a weekday morning, a gate remote that is intermittent in daylight.

Urgent — same day — is for problems that will get expensive or unsafe if they wait overnight but are not currently flooding or sparking.

Emergency is the short list: flooding, water on electrics, fire or shock risk, gas, a ceiling coming down, sewage in a living space, a break-in, people locked out at night, someone hurt.

If you are unsure, ask yourself whether a reasonable adult would wake a neighbour. If no, it is not Emergency.

Load-shedding is not, by itself, an emergency

A dark street is a municipal or national outage. A dark house on a live street may be a house fault — still not always Emergency. A burning smell after power returns is. Check the street. Check prepaid credit if you can see the display without opening a cover. Then choose the severity that matches the risk, not the inconvenience.

Money and paper are not emergencies on this form

The fault form cannot reverse an EFT, rewrite a lease, or book a viewing. Those go to the enquiry form or a daytime call. Marking Emergency on a deposit question will not move money faster. It will annoy the person who should be driving to a flood.

Noise and housemates

A party is a house-rules problem. A door closer that slams is a maintenance ticket. A fight that is a crime is SAPS. None of those become Emergency plumbing. If you are unsafe, leave and phone 10111. Then tell us on +27 60 313 6961.

Why we police the word

Contractors cost more after hours. Staff who are woken for a light bulb will be slower the night a pipe splits. Tenants who cried wolf lose the benefit of the doubt when they later send a short, true Emergency.

We would rather you send a Medium ticket at 22:00 than stay silent. We would rather you did not pin it to the top in red.

Grey areas, decided in one sentence

A tap that will not close and is filling a basin while you sleep is closer to Urgent than to Emergency if you can stay with it and the floor is not flooding. The same tap, unattended, with water heading for a plug, is Emergency.

No hot water at 21:00 in a full house is High. No hot water plus a bowing, wet ceiling is Emergency.

A lock that is stiff but still opens in daylight is Medium. The same lock after 21:00 with you on the pavement is Emergency.

Write the deciding fact in the first line: “water heading for the plug,” “I am outside,” “ceiling bowing.” The label follows the fact.

Staff must honour the other side

If a ticket is a real Emergency, it is not a “tomorrow” because the dashboard is tidy. If a ticket is a chipped tile marked Emergency, downgrade it in the record and say why. Do not shame the tenant in the public reply. Teach once.

Knowledge-base tips should never say “if in doubt, open the board.” If in doubt about electrics, treat it as more serious, keep the cover closed, and phone.

Use the scale honestly. The form is still the right door for almost everything that is broken. A Medium ticket sent at 22:00 with two photos is a good tenant. An Emergency ticket for a missing curtain hook is a tired one.

Parents asking about a room should not mark anything Emergency. They do not have a unit yet. They have an enquiry form.

Report a fault · +27 60 313 6961 when it truly cannot wait · 10111 if people are in danger.