# Night calls come to us, not your phone

Residents text or call us at any hour, and our AI intake answers first. Emergencies get a person within 15 minutes, our target, and routine requests are booked the next business day.

A dripping tap, a ceiling leak and no heat in January all feel urgent at 11 p.m. They are not the same job, and our intake sorts them the moment the resident texts or calls.

## What counts as an emergency

Plumbing, electrical, major appliance and heating or cooling failures, lockouts, and a door that will not lock. Emergencies are answered 24 hours a day, 7 days a week. Routine requests sent after hours are booked the next business day. Office hours are Monday to Friday, 9 am to 5 pm.

We only use ECRA/ESA-Licensed Electrical Contractors. This website is not an emergency line.

## Three calls, three outcomes

- **A dripping tap at 10 p.m.** Logged with a job number and booked the next business day, with notice.
- **Water through a condo ceiling at midnight.** Intake walks the resident to the shut off, tells the building's after hours contact and sends a plumber.
- **No heat in a cold snap.** A technician is sent, with temporary heat if the fix needs a part.

Worked examples, not a record of an actual night.

## You decide who gets woken

Name the person on your side who hears about an emergency, or nobody. Either way, the record is waiting in the morning: what happened, what kind of trade attended and the photos.

## Not sure it is an emergency?

Run it through [the emergency checker](https://roundhousegroup.ca/tools/emergency-checker/), or read [what counts as a maintenance emergency in Ontario](https://roundhousegroup.ca/answers/what-counts-as-a-maintenance-emergency-ontario/).

## Response times

| Request | Target |
|---|---|
| Every request, any hour | Answered within 1 minute by text, phone or web |
| Emergency | A person on the line within 15 minutes. A trade on site within 2 hours in the GTA, 4 hours elsewhere in our service area |
| Urgent | On site within 24 hours |
| Routine | Booked with the resident within 1 business day, done within 3 business days |
| Quote | Instant, sent from site the moment the visit ends |
| Inspection | Instant report, sent from site the moment the inspection ends |
| Invoice | The day the job closes, with photos and sign off |

## Questions

### What counts as an emergency?

Plumbing, electrical, major appliance and heating or cooling failures, lockouts, and a door that will not lock. These are answered 24 hours a day, 7 days a week.

### Does Roundhouse guarantee a response time overnight?

We publish targets: a person on the line within 15 minutes, and a trade on site within 2 hours in the GTA, 4 hours elsewhere in our service area. The full table is on this page.

### Can a resident reach Roundhouse directly at any hour?

Yes. Residents text or call our intake at any hour. You decide whether anyone on your side is also told about an emergency.

### What happens to a routine request sent at night?

It gets a job number straight away and is booked with the resident the next business day.

### Is this website an emergency line?

No. Residents in an emergency text or call our intake. The website and its forms are for enquiries.