Need Advice - Great Jones terrible property management company

[Paul Kuhn]

I am long distant land-lording in Indianapolis. A leak was reported to Great Jones by the tenant a while ago, which we have asked them to repair. There has been no repair completed, with an updated photo below of the unit from an assessor. How can I get the unit leak fixed before it destroys more of the property? Great Jones has not responded to our emails/requests to fix the issue. If you try calling their customer support number, it sends you to voicemail after 5minutes. Almost no ability to talk to a human... Even their emergency repair 24/7 line does not work. As an owner, there is absolutely no way to escalate this. They do not keep a copy of the key, so I need to contact the tenant for which information I do not have. If the tenant isn't available to let them in, I need to call a locksmith on top of it. How should I proceed to get the issue fixed?