Understanding emergencies vs non-emergencies: a guide for lot owners
When something goes wrong in your building after hours, it can be stressful – especially during the holiday season when usage is high and help feels far away. But not every issue is an emergency. Knowing the difference helps everyone: it means genuine emergencies get urgent attention, and you avoid the frustration of calling for something that can’t be fixed until business hours.
Why does this matter?
Our emergency line is designed for situations that need immediate action to keep people safe or prevent serious damage. When it’s used for non-emergencies, it slows down help for those who really need it – and often leaves the caller frustrated because the issue can’t be resolved after hours.
What emergencies can The Scotia Group assist with?
An emergency is something that poses an immediate risk to safety, security, or the building’s essential services. These situations need urgent attention to prevent further damage or danger. The goal is to quickly identify and mobilise resources for issues that affect the safety, essential services, or structural integrity of the common property.
Emergency categories and examples
| Category | Description and examples |
| Water and fluid damage | Major water leak, flooding, sewer overflow, blocked drain, or situations requiring restoration services such as drying, water extraction, or clean-up. |
| Essential services failure | Complete power outage in common areas, total loss of hot water for the building, or failure of building systems like water pumps. |
| Weather and structural impact | Significant storm or wind damage that poses a risk, or impact and fire damage concerns. |
| Security and access threats | Broken glass in common areas, or failure of critical access points such as garage doors or gates. |
| Specialised contracted services | Critical lift or elevator failure, fire alarm or monitoring issues, sprinkler or fire service faults, or problems with complex systems like car stackers. Scotia does not provide these trades directly but can assist in confirming who is contracted at your property for attendance. |
Life-threatening emergencies – call 000 first
If there is any risk to life, health, or personal safety, call emergency services on 000 immediately.
Examples include:
- Fire or smoke in the building.
- Gas leaks.
- Medical emergencies.
- Criminal activity or threats to personal safety.
Our emergency line is for building-related issues, but it should never replace calling 000 when lives are at risk.
What’s not an emergency?
Many issues feel urgent in the moment but can safely wait until normal business hours. Calling the emergency line for these can’t resolve the problem after hours and ties up the line for real emergencies.
Common non-emergencies include:
- Locked out of your apartment or key safe issues.
- Minor water leaks that are not causing damage.
- Requests for CCTV footage.
- Payment or levy queries.
- Noise complaints or neighbour disputes.
- Routine maintenance like rubbish chute problems.
- Concierge requests such as mail collection.
- Car parking issues.
- Minor fob system faults that don’t block access to the building.
- Maintenance requests that don’t need require fixing to mitigate damage.
These are best reported during standard hours. Doing so keeps the emergency line free for real crises and helps everyone get the right support.
How to decide: emergency or not?
Here’s a simple checklist:
- Is there an immediate risk to health, safety, or building?
- Will delaying action cause major damage?
- Does it affect essential services for the whole property?
Owner Tips
- Check common areas regularly. If you notice something small, report it early so it doesn’t become a bigger problem later.
- Carry out regular maintenance of your lot. Simple checks, like inspecting taps, flexi hoses and electrical points can reduce risks of after-hours issues.
- Keep emergency contact details handy.
- Know your building’s procedures for urgent repairs.
- If you’re travelling, make sure someone can access your lot if needed. This helps resolve emergencies faster if they arise.
The Wrap Up
Understanding what counts as an emergency helps everyone. It means faster responses for genuine crises, less frustration, and a smoother experience for all residents. At Scotia, we’re here to support you when it matters most. By using the emergency line responsibly, you ensure that urgent issues get priority and everyone in your community stays safe and supported.