Emergency Call-Out Information

Normal Hours Phone Number: 304-242-4447 | After Hours Phone Number: 304-242-2820

The Wheeling Housing Authority contracts with an answering service to receive and process all tenant-related calls for service after the Authority’s normal working hours (Monday-Friday, 8:00 a.m. to 4:30 p.m.), on weekends, and holidays. Tenants who are requesting an emergency call out must give the answering service the following information in order to process the call:

1. Caller’s name.
2. Caller’s phone number.
3. Name of tenant requesting service.
4. Telephone number of tenant requesting service.
5. Apartment number and name of development where tenant lives.
6. Detailed description of problem that requires service.

Maintenance personnel will determine if the call for requested service constitutes an emergency using the following as a guideline:

1. All gas leaks.
2. Water leaks detrimental to WHA property.
3. Sewer stoppage, main line/dwelling units.
4. Whole building electric outage.
5. Whole apartment electric outage before 10 p.m. on weekdays and from 5 p.m. on Friday until 10 p.m. on Sunday.
6. Non-operational furnace or no heat during heating season when temperatures are below 50ºF for 24 hours and on weekends/holidays.
7. Non-operational water heater from 8 a.m. on Saturday to 5 p.m. on Sunday or concurrent holiday.
8. No hot water in high-rise.
9. Non-operational refrigerator from 8 a.m. on Saturday until 5 p.m. on Sunday or concurrent holiday.
10. Fires and Fire Alarms.
11. Incidents of vandalism and theft of WHA property.
12. Any condition that threatens the life, safety or health of residents.
13. Elevator problems or breakdowns.
14. Broken glass in doors at high-rises.
15. Broken locksets.
16. Injuries to residents or non-residents, such as falling on ice, etc.
17. Lockouts.
18. Trash Chute Clog when more than 24 hours before the next business day.

If the maintenance personnel on call determines the call is an emergency situation requiring their attention, they will respond as soon as is practical. If the call is a non-emergency issue and the maintenance person does not respond, the issue should be reported to the site manager on the next business day.

Issues that do not constitute an emergency include:

1. Burned out bulbs.
2. Kitchen/Bathroom sink stoppage.
3. Complaints.
4. Non-overflowing stopped up commodes.
5. TV problems.
6. Dripping faucets.
7. Stove issues, other than a gas leak.
8. Parking lot lights out.
9. Fallen trees, unless WHA property is damaged.
10. Bug issues.