24/7 Reactive & Emergency Services
Fast Response. Full Visibility.
PHFM responds to facility emergencies at multi-site commercial properties 24 hours a day, 365 days a year, with every request dispatched and tracked to completion.
Reactive & Emergency services built for multi-site portfolios
PHFM provides 24/7 reactive and emergency services for multi-site commercial portfolios. Calls are received by an in-house support team, dispatched to vetted contractors by location and trade, and tracked with MetryX through completion, so every site has a record of what happened and when.
Need immediate help? Call PHFM directly.
How requests are prioritized
Every service request is prioritized based on safety, operational impact, and urgency, with response commitments set by service-level agreement.
Critical Emergency
Immediate Dispatch
Life-safety concerns, major leaks, loss of essential building systems, or issues that significantly disrupt operations.
Standard Reactive
Scheduled Per SLA
Repairs prioritized according to the agreed-upon service-level commitment and scheduled accordingly.
PHFM'S REACTIVE & EMERGENCY RESPONSE PROCESS
Intake
Calls are received by PHFM's in-house support team.
Triage
Priority is assigned against defined criteria, based on impact to operations
Dispatch
Work is routed by proximity, trade, and past performance at a similar site.
Resolution
Completion is documented with photos and notes, with follow-up scheduled if needed.
A vetted national network of vendors
Vetting
Contractors are vetted before being approved to perform work, with trade capabilities and required qualifications confirmed up front.
Insurance Verification
Appropriate insurance documentation is verified as part of the approval process, before any work is assigned.
Performance Monitoring
Vendor performance is monitored over time based on responsiveness, SLA compliance, quality of work, and communication.
National Coverage
Coverage area is evaluated during vetting to ensure every location in a portfolio has qualified vendors available.
Reactive & Emergency Trades Covered
From burst pipes to vehicle strikes, PHFM dispatches the right trade for the problem. Availability varies by client, location, and contracted scope.
Plumbing
Burst pipes, active leaks, sewer backups, water heater failure.
Electrical & Lighting
Power loss, panel failure, exposed wiring, lighting outages.
HVAC/R
No heat, no cooling, refrigeration failure and product loss risk.
Doors, Locks, & Glass
Break-ins, failed access control, broken storefront glass, board-up.
Water Damage & Restoration
Extraction, drying, and damage repair after an incident.
Disaster Response
Storm damage, vehicle strikes, fire and flood, including board-up, debris removal, and temporary repairs to secure the site.
Additional Reactive coverage includes:
General Repairs
Roofing
Flooring
Janitorial Needs
Pest Control
Landscaping & Exterior Services
Specialty Trades As Required
Visibility during every active incident
Once an issue is reported, status, assigned vendor and documentation are visible in MetryX.
Real-Time Work Order Status
Assigned Contractor and Arrival
Photo Documentation from Site
Full Incident History
FAQ
What is the difference between reactive and emergency maintenance?
Reactive maintenance is any unplanned repair triggered by a failure or issue report. Emergency maintenance is the urgent end of that work, where a condition stops operations or threatens safety, security, or property.
What qualifies as a facility emergency?
Any condition that stops operations or threatens safety, security, or property. Common examples include active water intrusion, total power loss, refrigeration failure, and compromised building access.
How quickly does PHFM respond to reactive and emergency requests?
PHFM provides 24/7/365 response backed by in-house support staff, a nationwide vendor network, and data-driven dispatching. Emergency requests carry the fastest commitment, while lower-tier reactive work is scheduled into the next available service window.
How is reactive and emergency work priced?
Reactive and emergency work identified while completing a preventive maintenance item is typically priced separately from the scheduled PM service. Any additional repairs outside the PM scope would be quoted based on the labor required, materials/parts needed, and any applicable trip, after-hours, or emergency charges, with customer approval obtained before proceeding when required.
What trades does PHFM cover for reactive and emergency work?
Response covers HVAC, plumbing, electrical, general handyman and building repairs, doors and locks, roofing, flooring, glass, lighting, landscaping and exterior services, janitorial needs, pest control, and other specialty trades as needed. Reactive work outside these categories is coordinated through the same intake and dispatch process.