Customer Service Protocol for Emergency Maintenance Requests
The Gambit Group
Address: 1655 S Blue Island, Ste 348, Chicago, IL 60608
Phone: [708] 620-3065
Email: Leasing@thegambitgroup.org

Purpose

To provide tenants with a clear and efficient process for reporting emergency maintenance issues and receiving timely assistance.

Emergency Maintenance Definition

Emergency maintenance refers to situations that pose an immediate risk to health, safety, or property, including but not limited to:

  • Burst pipes or major water leaks

  • Gas leaks or suspected carbon monoxide issues

  • Electrical outages or hazardous electrical issues

  • Broken locks or compromised security

  • HVAC failure during extreme weather conditions

  • Sewage backups or flooding

Protocol for Tenants

Step 1: Contact The Gambit Group

  • Phone: Call [708] 620-3065 during business hours (Monday–Friday, 9:00 AM–5:00 PM).

  • Email: For non-urgent issues, email Leasing@thegambitgroup.org.

  • After-Hours Emergencies: Call the same number, [708] 620-3065, and follow the prompts to reach the after-hours emergency line.

Step 2: Provide Detailed Information

When contacting us, please provide:

  • Your full name and property address

  • A detailed description of the issue

  • Photos or videos (if safe and applicable)

  • Your preferred callback number

Step 3: Await Confirmation

  • A representative will acknowledge your request and provide an estimated response time.

  • For emergencies, a maintenance technician will be dispatched as soon as possible.

Step 4: Follow-Up

  • If the issue is not resolved within the estimated time frame, contact us again for an update.

  • After resolution, you will receive a follow-up call or email to ensure your satisfaction.

Non-Emergency Maintenance Requests

For non-urgent issues (e.g., minor repairs, routine maintenance), please:

  1. Submit a request via email to Leasing@thegambitgroup.org.

  2. Include your name, property address, and a description of the issue.

  3. A representative will respond within 24–48 hours.

Tenant Responsibilities

  • Ensure the issue is accurately reported.

  • Allow access to the property for maintenance personnel.

  • Follow safety precautions (e.g., shut off water for leaks, evacuate for gas leaks).

Contact Information

The Gambit Group
1655 S Blue Island, Ste 348
Chicago, IL 60608
Phone: [708] 620-3065
Email: Leasing@thegambitgroup.org

Notes

  • Emergency maintenance is available 24/7.

  • Abuse of the emergency system for non-urgent issues may result in fees.

  • We are committed to providing prompt and professional service to all tenants.

Thank you for choosing The Gambit Group!