All maintenance requests must be made in writing. You may do this on-line or via e-mail. Phone requests will only be accepted in an extreme emergency. Where possible, we aim to attend to requests immediately, however in some instances we are required to obtain quotes and Landlord approval, in which case there may be a short delay. It is the renter’s responsibility to provide access and keep appointments with tradesmen. Any damage, malfunction or problems, should be reported to our office immediately via the methods described above. Maintenance of gardens/grounds is the responsibility of the renter.

Repairs are generally the landlord’s responsibility, however, if the renter is responsible for the damage the renter will be required to pay for repairs. The agreed time for the repair is to be during normal business hours for the tradesman attending, not after hours unless you, the renter, are prepared to pay an additional charge for the tradesman to attend after business hours (if the tradesperson offers this option). If confirmed arrangements for access by any tradesmen are not kept by you the renter, and a call out fee is charged, this fee will be passed onto you for payment.

Urgent Repairs

Urgent repairs are:

  • burst water service
  • blocked or broken toilet system where there are no other toilets in the property
  • serious roof leak
  • gas leak
  • dangerous electrical fault
  • flooding or serious flood damage
  • serious storm or fire damage
  • failure or breakdown of any essential service or appliance provided by a landlord or agent for hot water, water, cooking, heating, or laundering
  • failure or breakdown of the gas, electricity or water supply
  • any fault or damage in the premises that makes the premises unsafe or insecure
  • an appliance, fitting or fixture that is not working properly and causes a substantial amount of water to be wasted
  • a serious fault in a lift or staircase.

If your urgent maintenance occurs after business hours, please follow our office procedure as instructed by your property manager. For Electrical issues, if the problem is found to be resulting from your faulty appliance tripping the safety switch, you will be held liable for the cost of the electrician attending. If you authorise after hours emergency tradesmen and the problem was not urgent or it could have waited until business hours, you will be liable for the cost of the call out.


Please Remember We Have 24 Hours to Attend to an Urgent Repair

If you experience any severe weather conditions such as wild storms and/or flooding, please take into consideration that in these circumstances, services may be limited due to a large volume of people in crisis and not enough tradesmen to assist.  This may mean tradesmen need to prioritise which situations require assistance and your property may not be attended to straight away. Do what you can to help prevent further damage to the property and your belongings until you are able to get assistance. Please note the SES can be contacted in these extreme circumstances however no tradesmen will get on a ladder/roof in severe or wet weather conditions.

SES Contact is 132 500

Non Urgent Repairs

For non-urgent repairs, you must notify your property manager in writing, advising what needs to be repaired. Please note the landlord has up to 14 days in order to action non urgent repairs. All repairs are the landlords, or owners’ responsibility, however if the renter or resident or one of your visitors, causes the damage the landlord may ask for reimbursement of repair costs.

Our company will always act on a problem as soon as possible. As noted above there is a process that we need to follow and we request your patience at all times to ensure we can assist as speedily as possible, especially in the event of an urgent repair.