What’s the 511

511 N Broad · Philadelphia

Emergencies

Water and alarms move fast through other people’s homes. Call in this order. This page is neighbor advice, not a substitute for 911.

  1. 911 Life, fire, smoke, someone trapped.
  2. Building emergency line 215-953-1414, option 1. Water into another home, building alarm, stuck elevator.
  3. Resident portal Everything that can wait: work orders, fobs, a jammed chute.

Water coming through a ceiling or wall

  1. If anyone is in danger, call 911.
  2. Catch what you can. Take photos and a short video with the time visible.
  3. Tell the unit above if you can do so safely — they may have an overflowing tub or a failed water heater.
  4. If water is entering another home now, use the emergency line. If it can wait, use the Resident portal.
  5. Owners: notify your HO-6 insurer. Renters: notify the landlord and your renter’s policy. Don’t wait for the drywall to finish dripping.

Unit water heaters often fail after 8–12 years. Replacing one on purpose is kinder than this night. Details on Your unit.

Fire alarm

Alarm only inside your unit (cooking, steam, dust): fix the cause. Do not open the hallway door to air the unit out. Hallway detectors will pick that up, the full building alarm will sound, everyone has to leave, and the Fire Department will come to verify there is no emergency. Open a window if you can do so safely. If you see smoke or fire, skip this — call 911 and get out.

Building alarm (hallways / common areas):

  • Leave by the stairs. Don’t use the elevator. Keep hallways clear so others can get out — that’s why bags and boxes don’t live in corridors.
  • Call 911 if you see smoke or fire.
  • When you are outside and safe, tell building management using the emergency line so they know the building is in alarm.

Battery smoking, hissing, or popping

  • Get everyone out and close the door behind you. Lithium-ion battery fires spread fast and can’t be put out like an ordinary fire — don’t try.
  • Leave by the stairs, not the elevator. Call 911 from a safe place.
  • Then call the building emergency line.
  • Because of this risk, check with building management on what e-bikes and e-scooters are allowed in the building — Living here.
Left: an e-bike battery charging on its own charger in daylight, away from the door. Right: a swollen battery giving off heat and a wisp of smoke, a sign to stop using it and get out.
Left: maker’s charger, daytime, unplug when full. Right: swelling, heat, smell, or hissing — get out and call 911.

Elevator stuck

  • Use the elevator alarm / phone. That reaches help faster than a hallway shout.
  • If you are outside the car and someone is trapped, call 911 and the emergency line.
  • Don’t force doors. A disabled car strands the whole building.

Lockout or lost fob

  • A roommate or neighbor with a fob is fastest. Don’t prop the street door.
  • Owners: replacement fobs through the Resident portal. Renters: landlord first.
  • The emergency line is for emergencies only — not a routine fob request. There may be a charge if someone is sent out. More on Access.

Smell of gas or you can’t breathe well

  • Leave the building. Call 911 from outside.
  • From a safe place, also call Philadelphia Gas Works’ 24-hour emergency line: 215-235-1212.

City vs building

Not every problem is a 511 problem.

  • 911 / PGW / building emergency line — life, fire, gas, water into another home, trapped elevator. That’s this page.
  • Chute jammed, no flood — leave the hall clear and use the Resident portal. The emergency line is not for a bag that can wait.
  • Street, sidewalk, streetlight, abandoned car — Philly 311, not the emergency line. More numbers on Contacts.