After-Hours Emergency Maintenance
During your tenancy, you may encounter emergency situations. An emergency is defined as an event that may cause further damage to the property, harm someone, or escalate if left unattended. If maintenance is required due to tenant actions, the tenant will be responsible for associated expenses.
Please note that if you arrange repairs that are not deemed an emergency for essential services, you will be responsible for payment of the account.
Non-Emergency Situations
The following issues are not considered emergencies and will not be addressed outside of normal business hours. Report these issues in writing and contact your property manager the next working day:
- Airconditioning Problems
- Hot water system issues
- Blocked toilets (if there is a second toilet available)
- General repairs and maintenance
- Blocked drains (shower, kitchen)
- Reticulation issues
- Dripping taps
Emergency Situations
Emergencies include life-threatening or hazardous situations. The following items are considered ESSENTIAL SERVICES as per the Residential Tenancies Act 1989 and include repairs to:
- Gas leaks or smells
- Electrical faults or exposed wirings
- Sewerage system faults
- Damage from flooding, storms or fire
- Impact to the building by a vehicle
- Burst water pipes or flooding
- Blocked toilet (if only one toilet is available)
Essential services requires arrangements are to be made within 24 hours. This does not mean the item must be repaired during this time frame, but a repair person must be contacted and booked.
Non-Emergency Actions
Hot Water System Stops Working
- Check the pilot light for gas systems
- Verify there are no gas supply disruptions with Alinta Gas
- For electric systems, check with Synergy for electrical supply issues and ensure the fuse/RCD is on.
Lost or Locked Keys
- Suring business hours, request a loan of the agent’s office keys with propert identification.
- Outside business hours, contact a locksmith at your expens
Water Leakage
- Turn off the water at the meter, usually located at the front or side of the property.
- For assitance, contact the Water Corporation
Emergency Actions
Gas Leak
- Turn off the gas at the meter box
- Open doors and windows if the smell is inside
- Contact the recommended plumber and report the issue to your property manager the next business day
Break-ins and glass damage
- Report to the police and obtain a report number
- Contact a glazier to secure the property and forward the account to the office.
Electrical Problems
- For power failures, check with Western Power
- Reset the RCD switch and check appliances
- Contact the preferred contractor if the issue persists
Severe Property Damage
- For personal injuries, call an ambulance (000)
- For fires, call the fire department (000)
- Report to the police and obtain a report number
- For structural damage, flooding, or electrical issues, do not stay in the house and inform your property manager
Urgent Repairs
There are also items which are considered URGENT REPAIRS. These are NOT an essential service, but might cause damage to the premises, injure a person or cause undue hardship or inconvenience to the tenant/s.
If you do need to report urgent repairs, please email your property manager or log the maintenance along photos in the Maintenance Manager Tenant App.
The landlord has 48 hours to make arrangements for Urgent Repairs. This does not mean the item must be repaired during this time frame, but repair person must be contacted and booked.
Tenant Responsibilities
It is important for tenants to troubleshoot items before calling tradies to avoid call-outs fees being charged to them if it is a simple fix.
Please ensure you contact your Service Provider prior to ensure there are no service disruptions which have caused your fault. This means the trades would be unable to repair the issue and you would required to pay their call-out fee.
Who to Call for EMERGENCY REPAIRS to an ESSENTIAL SERVICE
- Gas and Plumbing Problems – Chris 0409 887 548
- Electrical Issues – Nathan 0438 308 187
IF A CONTRACTOR IS UNAVAILABLE PLEASE LEAVE A VOICE MESSAGE AND SEND AN SMS AND THEY WILL RETURN CALL WHEN THEY ARE AVAILABLE. Please ensure as well as getting in touch with our trade provider, you advise your Property Manager of the urgent request via email or text message so they can follow this up in business hours
Here is a list of other services providers you may require
- Kleenheat Enquiries – 13 21 80
- Synergy – 13 13 53
- Water Corporation – 13 13 75
- ATCO Gas – 13 13 52
- Western Power – 13 13 51
If there is a fire, break-in or any emergency which may require Police, Fire Services, Ambulance – please call 000 for emergency help.