Active Building Customer Service Telephone Number — Complete Professional Guide

Overview and why the telephone number matters

As a building operations professional with over a decade of hands‑on experience in commercial and multi‑family property management, I consider the customer service telephone number one of the primary operational lifelines. For smart or “active” buildings—those with integrated HVAC controls, access systems, metering and IoT sensors—phone contact still resolves urgent issues faster than tickets alone: life‑safety alarms, water leaks, elevator entrapments and power failures require immediate verbal coordination with on‑call technicians and facility managers.

Industry data shows operational criticality: buildings account for roughly 40% of global energy use and any systems outage can hit tenant comfort and compliance rapidly. For that reason, a clear, reliable telephone pathway with documented Service Level Agreements (SLAs) — e.g., emergency response within 2 hours, non‑emergency within 24–72 hours — is fundamental to risk mitigation, tenant retention and regulatory compliance as of 2024.

Where to find the official Active Building customer service telephone number

The canonical source for an official customer service telephone number is always the provider’s own tenant or owner portal, lease appendix, or the printed contact panel in your building lobby. If the building is managed by an external platform branded “Active Building” or similar, the number will typically appear in three places: tenant welcome packets, the building management’s digital dashboard, and the emergency contact placard next to main entrances or service elevators.

Do not rely solely on search engine snippets; verify by cross‑referencing. If you still don’t have a number, call the property manager for the building at the office line listed on your lease. Example formats you might see: +1 800‑555‑0123 (U.S. toll‑free), +44 20 7946 0018 (U.K. local). Example website for information: https://www.activebuilding.example (example domain—verify your local provider). Below are the primary sources to check first:

• Lease agreement — emergency contacts and after‑hours hotline (often listed on page 2–4).
• Tenant/owner portal (web or mobile) — look in “Support”, “Help”, or “Contact”.
• Lobby/service desk placards — physical emergency numbers and escalation chain.
• Building operations binder (on‑site) — vendor lists and vendor phone numbers with contract details.
• Property management company website — verify the phone number against the account ID or property address.

What to prepare before you call

Calling customer service efficiently requires a short checklist so technicians arrive with the right parts, access and information. Have these items ready: building name and full address, your unit or suite number, tenant or account ID, the device or system affected (e.g., “AHU‑RTU#2”, meter serial #A12345), time the issue began, and any photos or short video clips. Preparation reduces mean time to repair (MTTR) and increases first‑call resolution probability.

Be prepared to provide permission to enter the unit if the issue requires physical access; provide contact details for an on‑site representative if you are unavailable. Typical documentation that speeds service includes recent preventive maintenance records (last service date), schematic or floor plan references, and any recent changes such as contractor work or software updates performed within the last 30 days.

• Essential information: building address, unit number, tenant/account ID, device serial, exact fault description, timestamps, and photos/video.
• Optional but useful: recent maintenance dates, software/firmware version, prior incident ticket numbers, and preferred access window (e.g., 08:00–17:00).

What to expect when you call and typical SLAs

Most professional building service lines use an Interactive Voice Response (IVR) to route calls into categories: emergency, urgent technical, billing and general inquiry. Expect agents to run a verification protocol (name, account ID, building ID) before dispatching. Industry targets commonly aim for 70–90% of calls answered within 30–60 seconds and a live agent pick‑up in under five minutes; realistic wait times can spike during severe weather or system‑wide outages.

Service levels vary: emergency life‑safety issues (fire suppression, elevator entrapment) often receive on‑site response within 1–2 hours, critical mechanical failures within 4–8 hours, and routine repairs within 24–72 hours. First‑call resolution rates for experienced vendors usually fall between 60–85%; if an on‑site technician cannot resolve it immediately, expect a documented follow‑up schedule and replacement part ETA (often quoted in business days). Keep the ticket number — it is the single best tool to track progress.

Escalation, fees, and sample call script

If a standard ticket does not meet SLA commitments, escalate within the phone system: tier 1 agent → supervisor → on‑call engineer → property manager → regional operations director. Escalation windows are normally 2–4 hours for missed emergency windows and 24–48 hours for missed urgent windows. Always ask for the escalation timeline and the direct callback number or email of the person taking ownership.

Pricing varies: routine service calls are commonly billed between $75–$150 for a weekday visit; after‑hours and weekend emergency rates can be 1.5–3× the standard rate. For contracted properties, most maintenance is covered under a monthly service agreement; verify if your account includes parts, travel, or diagnostic labor to avoid surprise invoices. If you need a reference call script, use the short example below and keep it on hand.

Sample call script (concise, data‑driven)

“Hello, my name is [Your Name], tenant/account ID [123456]. Building: 123 Example Ave, Suite 400. We have a critical HVAC failure in AHU‑RTU#2—no cooling, started 07:15, currently setting 78°F in the suite. I have a photo and the unit serial A12345. Please dispatch on‑call technician and open an emergency ticket. My contact number is +1 (555) 000‑1111. Please provide ticket number and estimated arrival time.”

End the call by confirming the ticket number, the name of the agent, and the escalation contact for missed SLAs. If you were given a phone number such as +1 800‑555‑0123 (example), verify it on your tenant portal or lease before relying on it for future emergencies. Keep all confirmations in writing (email or SMS) for audit and insurance purposes.

How do I contact the active office?

If you need to contact us, you can do so via the following channels and we’ll do our very best to put things right; Call our Customer Service team on 0345 565 1156. They are available from 9am to 5pm, Mon-Fri.

How do you pay on ActiveBuilding?

Make a Payment

1. Go to Dashboard > Payment Center.
2. For first-time logins: Click “Select a Payment Method.” Click “Add New Payment Account.” Enter your card or bank account details.
3. Fill out the One-Time Payment form.
4. Choose the amount to pay and click “Confirm Payment.”

What is ActiveBuilding changing to?

LOFT Living is your all-in-one resident experience platform, replacing ActiveBuilding. With LOFT Living, you can earn rewards, make rent payments, submit service requests, message the staff team, RSVP to events, and more!

Are RealPage and ActiveBuilding the same company?

(October 29, 2013) — RealPage, Inc. (NASDAQ: RP) today announced the acquisition of ActiveBuilding (www.activebuilding.com), which offers a platform for improving the online living experience of apartment residents.

Is ActiveBuilding now a loft?

ActiveBuilding is now LOFT—a fresh, new app with all the features you love, plus some exciting enhancements. What’s New? ✔ Same Login, New Look – Your username and password remain the same, and all your information has carried over seamlessly.

How do I contact ActiveBuilding?

ONLY ActiveBuilding support can reset the residents account in ActiveBuilding (888-304-5220, prompt #2).