Choose the reporting route according to urgency. An ordinary repair, urgent building damage and immediate danger require different responses.
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.
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.
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.
Report ordinary repairs through Studierendenwerk Hamburg’s 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.
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.