Highrise Leak Response Protocol

Step 1 · Front Desk

Receiving the report

Receive report via call, text, email, or in-person Send group text to Manager Group Text Call the Manager directly to verbally inform of the leak Wait for additional instructions from the Manager unless urgent damage prevention is required

Water shut-off (if safe and trained)

Turn off water to the affected unit / building if safe to do so If not trained, contact Manager & Maintenance Supervisor for immediate guidance Assist Maintenance in shutting off water if safe

Step 2 · On-Call Maintenance

Arrival & assessment

Respond to the property as soon as possible Locate the source of the leak and stop it if possible (toilet, kitchen sink, main water line) Report source and actions taken in the Manager Group Text

Inspection of affected areas

Walk all levels of the building to determine which units / floors are impacted Take a few clear photos per impacted unit to document damages Report findings to the Manager immediately When the Manager creates a work order, upload all photos to the work order system

Vendor coordination

Wait on site until the 3rd-party water mitigation vendor arrives Provide access to all affected units; provide key to vendor if necessary Instruct vendor to return keys at "Front Desk After Hours Lock Box" Once vendor is on site and working, leave unless additional assistance is requested

Step 3 · Manager

Initial actions

Call an Approved 3rd-party water mitigation vendor Send community-wide notification noting how many floors / units are potentially impacted

Approved water mitigation vendors

📞 First On Site 📞 ServePro 📞 Extreme

Extreme is approved on a case-by-case basis at Manager discretion.

Owner communication

Call affected unit owners — inform of leak, probable cause, steps being taken Advise owners to expect contact from the vendor for access / authorization Follow up with email summarizing conversation, next steps, and expectations CC all emails on unit profile If owner doesn't respond, leave voicemail + send email summary

Vendor coordination

Meet vendors on site or coordinate with Maintenance for access Remain in communication until leak is under control and mitigation begins Provide "Key Sign Out" sheet

Staff communication

Inform Front Desk of event via email + text Make Front Desk aware of vendor key sign-out and Drive location Tell Front Desk to provide manager contact info for owner / vendor questions

Record-keeping

Create folder in shared Drive under "Leaks" using correct naming format Save: photos · reports · notifications · work orders · vendor invoices / communications Send communication to the Board of Directors Maintain thorough documentation for association records and potential litigation defense

🚨 Highrise Leak Response Protocol

Receiving the report

Water shut-off (if safe and trained)

Arrival & assessment

Inspection of affected areas

Vendor coordination

Initial actions

Owner communication

Vendor coordination

Staff communication

Record-keeping