Emergency & Incident Response

Unexpected situations can be stressful — especially when you are away from your property. Wellington Home Watch provides calm, professional support through observation, documentation, and timely communication when concerns arise.

This page explains how Emergency and Incident Response works within a Home Watch service, what our role is, and how to request assistance when needed.

What Emergency & Incident Response Means

In a Home Watch context, emergency and incident response focuses on awareness, documentation, and communication. Our role is to observe visible conditions, document what is present at the time of attendance, and notify the homeowner so informed decisions can be made.

Wellington Home Watch is an observational service. We do not perform repairs, remediation, emergency services, or property management unless separately contracted in writing.

Examples of Situations That May Be Reported

  • Water leaks, flooding, or moisture damage
  • Smoke, fire indicators, or alarm activation
  • Suspected gas odours or related safety concerns
  • Power outages or extreme interior temperatures
  • Signs of forced entry, vandalism, or unsecured doors or windows
  • Storm or weather-related exterior damage
  • Neighbour or third-party reports of concern

All observations are based on visible, non-invasive conditions at the time of attendance.

Our Response Process

  1. Review the information provided and assess urgency
  2. Determine whether emergency services should be contacted
  3. Document visible conditions using notes, photos, and timestamps
  4. Notify the homeowner and designated contacts
  5. Coordinate access only where written authorization exists
  6. Provide a written summary of observations and actions taken
Emergency Safety Notice – Hazard Detection

If Wellington Home Watch personnel detect unusual or potentially hazardous odours, including but not limited to natural gas, sewage, or mold, the following actions will be taken immediately for safety reasons:

  • Wellington Home Watch personnel will exit the home immediately
  • No further interior monitoring will be performed during that visit
  • The situation will be treated as a potential safety hazard
  • Wellington Home Watch will follow its published Emergency Policy for appropriate next steps

This policy exists to protect the safety of all parties and to ensure appropriate response to potentially dangerous conditions.

View the Wellington Home Watch Emergency Policy

Emergency & Incident Billing Policy

Emergency response, incident attendance, and urgent monitoring services are billed on an hourly basis.

Billable time begins when the inspector departs their current location to respond and continues uninterrupted until:

  • The matter has been reasonably addressed on site, or
  • The property owner provides written instruction authorizing the inspector to leave.

All billable time is rounded up to the next 15-minute interval. Arrival and departure times are documented within the service report and may include GPS verification.

After-Hours & Weekend Premium Rates

The following premium multipliers apply based on the time services are rendered:

1.5× the standard hourly rate applies during:

  • Weekdays between 5:00 PM and 9:00 PM
  • Saturdays between 8:00 AM and 5:00 PM

2× the standard hourly rate applies during:

  • Weekdays between 9:00 PM and 8:00 AM
  • From 5:00 PM Saturday through 8:00 AM Monday

Where services span multiple time periods, billing is calculated proportionally according to the applicable rate for each time segment.

Service Agreement Requirement

Emergency and Incident Response services are available only to registered clients with a signed Customer Service Agreement on file.

If no agreement is in place at the time of request, a signed agreement must be completed before attendance can be confirmed.

Emergency / Incident Request Form

Use this form to notify Wellington Home Watch of an emergency or incident when you are unable to attend the property yourself. We will review your request and advise whether attendance or further action is possible.










Acknowledgement
This request does not replace emergency services. If there is immediate danger, I have contacted or will contact 911. I understand that attendance is subject to availability, safety, access, and applicable rates.
🔐 CAPTCHA verification required

Wellington Home Watch will make reasonable efforts to acknowledge all requests and advise whether attendance or further action is possible.

Disclaimer: Wellington Home Watch provides observational monitoring and reporting services only. We do not guarantee the prevention of loss or damage and do not provide repair, remediation, emergency, security, or property management services unless separately contracted in writing. Emergency services remain under the control of first responders at all times.

Clear Pricing. Defined Standards. No Ambiguity.

Wellington Home Watch operates under structured pricing guidelines. Service fees, premium rates, travel billing, and refund terms are clearly defined to protect both the property owner and the integrity of our operations.

View Invoicing & Payment Policy
Policy Highlights • Prepaid scheduled services
• Mileage surcharge beyond 15 km
• 1.5× & 2× premium rate structure
• Statutory holiday billing at 2×
• 7-day cancellation protection window

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