====== Reporting damage – tenant portal or emergency? ======

Choose the reporting route according to urgency. An ordinary repair, urgent building damage and immediate danger require different responses.

===== 1. Immediate danger =====

<WRAP ww-note ww-note-emergency>
**Emergency services**

For fire, a medical emergency or immediate danger to people, call **112**. For an immediate police emergency, call **110**. Do not put yourself at risk to take photographs or attempt a repair.
</WRAP>

===== 2. Urgent technical damage =====

For a burst pipe, major water leak, dangerous electrical fault, safety-critical door damage or a comparable urgent building problem, use the **current on-call or contractor contact displayed locally**. The number differs between residences.

If it is safe, limit damage with a simple action such as closing a known water tap. Do not open electrical, heating or water systems, and do not attempt a technical repair yourself.

<WRAP ww-note ww-note-local>
**Framework contract & costs**

Specialists named on the emergency notice work under an individual or framework contract; calling them is not in itself “free”. For a genuine technical emergency within the landlord's responsibility, the landlord bears the call-out costs. There is no blanket promise for a false alarm, non-urgent call-out or damage you caused yourself.
</WRAP>

===== 3. Ordinary damage or a fault =====

Report ordinary repairs through Studierendenwerk Hamburg's [[https://www.stwhh.de/en/accommodation-for-students-and-trainees/tenant-portal|tenant portal]]. This gives residence management a documented case, allows it to inspect the damage on site and, where necessary, coordinate a specialist.

Typical cases include a dripping tap, faulty light, radiator problem with no immediate danger, damaged furniture or a defect in a communal room.

<WRAP ww-note ww-note-experience>
**A ticket instead of a separate email**

The portal creates a documented case. You can view its status and add later information to the same ticket. A direct email to residence management can be overlooked more easily in a busy inbox and does not offer the same status tracking. For ordinary damage, use the portal wherever possible unless you have been given another binding route.
</WRAP>

===== Follow the report instead of duplicating it =====

  * Note the ticket or case number.
  * Reply to questions within the existing case.
  * Add new information or deterioration there.
  * Do not create several identical tickets; if the urgency genuinely changes, also use the appropriate urgent route.

===== These details help =====

  * residence, building and exact location,
  * brief description and urgency,
  * how long the problem has existed and whether it has changed,
  * photograph or video where useful and safe,
  * appliance or machine number, if available.

<WRAP ww-related>
===== Related pages =====

  * [[en:technik:hausmeister|Residence management and external contractors]]
  * [[en:technik:sicherheit|Emergencies and safety]]
  * [[en:alltag:waschen|A washing-machine fault]]
</WRAP>