Emergency or Routine Repair?

At Rockford Housing Authority (RHA), the Maintenance Department plays a vital role in keeping homes functional, safe, and livable. But not every repair request is urgent—and understanding the difference between an emergency and a routine request can help us prioritize response times while ensuring the safety and comfort of all residents. When residents know how and when to report an issue, we can respond faster and more effectively.

What Counts as an Emergency?

Emergencies are maintenance issues that pose an immediate threat to your health, safety, or property. These situations are handled as soon as possible, often within hours—even on nights and weekends. Examples include:

• A gas leak or strong gas odor
• A power outage affecting the whole unit
• Major water leaks or flooding
• A sewer backup
• Broken entry door locks or doors that prevent secure access
• No heat during extremely cold temperatures (especially for vulnerable residents)
• Exposed electrical wiring or fire risk

If you’re experiencing any of these, call RHA’s 24/7 Maintenance Emergency Line immediately at 815-489-8500. Do not wait until the next day or try to fix it yourself.

What Is a Routine Request?

Routine maintenance includes non-urgent issues that don’t pose immediate harm but still need attention. These are scheduled during normal working hours, based on availability and urgency. Some examples include:

• Clogged sinks or toilets (when only one fixture is affected)
• Leaking faucets or slow drips
• Non-working light switches or outlets
• Patching walls, tile repair, or broken blinds
• Refrigerator or stove not working (not life-threatening but still important)
• Pest control requests (unless posing a health emergency)

Residents can submit a work order by contacting their property manager or using the online resident portal at rockfordha.org/maintenance.

What Happens After You Submit a Request?

Once your request is received, our team will:

1. Assess urgency – Emergencies are prioritized immediately.
2. Schedule a visit – Routine requests are placed in a queue and scheduled based on staff availability and workload.
3. Provide service – Technicians will visit during business hours. Make sure someone 18+ is home or provide prior written consent to enter.

Helpful tip: To assist our team, please clear the work area (like under sinks or near windows), secure pets, and keep hallways accessible.

 RHA’s Maintenance Team is here to support your comfort and safety every day—but your partnership makes it stronger. By understanding what qualifies as an emergency vs. routine request, you’re helping us serve the entire community more effectively. If you ever have a question or need clarification, speak with your property manager or visit rockfordha.org/maintenance for FAQs, contact info, and submission links.

Together, we can keep RHA homes running smoothly, safely, and with caree.