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Reporting Maintenance – Tenants

Reporting Maintenance

If it is NOT urgent:

Email your property manager with photos if possible. Email is the best way to ensure that it is clear and concise what needs to be done. You are welcome to call or SMS, however we much prefer e-mail.

The following situations are NOT classified as emergency repairs and MUST wait until business hours to be reported to the office:

  • Blocked Toilets (when there is a second toilet of the premises)
  • Stove/Oven not working
  • General Repairs and Maintenance
  • Blocked Pipes to the shower, kitchen sink, bathroom basins and laundry sink
  • Hot water system going hot and cold
  • Trouble with Reticulation
  • Leaking Taps
  • Pest Control i.e.: Pest Control such as ants, mice, rats, cockroaches, flies, silverfish, earwigs etc is the responsibility of the tenants and the owner is not obliged to pay for treatment.
  • Trouble with air conditioning

The owner will pay for the removal of wasps or beehives; however, this is not classified as an emergency and you need to contact your Property Manager in business hours to arrange the removal of any nests. This is also the case if you spot any white ants nests in or about the property. In relation to problems with ants, mice, rats and cockroaches, it is recommended that you purchase treatments such as bombs and/or baits from the supermarket and ensure that you have placed them in strategic locations to prevent infestation.

Please note – If you go ahead with a repair that is NOT classified as an emergency, the owner is NOT obliged to pay for any expenses incurred and these expenses may be charged to yourself.

If it IS urgent:

Call your property manager, if you cannot speak with them, call the office.

For after hours and weekend emergencies, please try to call your Property Manager first.

Please note that should you call a tradesman out after hours and your matter was not urgent, you will be responsible for any call out fees.

Emergency Maintenance

Sometimes you may be faced with an emergency situation. An emergency is defined as something that may harm someone, or may cause further damage to the property if left unattended.

Our Property Managers can only guarantee to be contacted during working hours. Therefore, if you are faced with an emergency and are unable to contact your Property Manager;

Listed below is information on items that are classified as an emergency and instructions on how to deal with the emergency, if you cannot get in touch with your Property Manager;

Urgent repairs are defined by the Residential Tenancies Act 1997 and fall into two categories. Essential services are repairs to faults such as a burst water service, blocked toilets, gas leaks or dangerous electrical faults. Arrangements for a suitable repairer to fix these essential services must be made within 24 hours. Other urgent repairs, such as those that might cause further damage to the premises or injure a person must be arranged within 14 days, depending on their nature.

If an emergency occurs outside of these hours, try to contact your Property Manager on their mobile number, if you are unable to contact them, this is the recommended course of action to take:

Break In & Damage to Glass

  • Contact the Police and report the breaking.
  • The Police will give you a Police Report Number – you must report this to your Property Manager the next working day.
  • Without obtaining the Police Report Number the cost of replacing the glass will be invoiced to you.
  • If there is any other damage to the property besides glass damage, this must be reported to the Property Manager the next working day.
  • You may contact the following recommended glazier to secure the property:

ASAP Glass – 1300 734 584

You may instruct the glazier to forward the account directly to Ray White Forest Hill – If the glass breakage is the result of an act attributable to yourself, you may call the glazier to repair the broken glass however payment of the invoice must be made by yourself.

Hot Water System Stops Working:

  1. If it is a gas hot water system check that the pilot light is on
  2. If the Hot Water System is gas you may contact directly:

Rhys Williams – 0427 020 973

  1. If the Hot Water System is electric, you may contact directly:

Rhys Williams – 0427 020 973

Gas Leak:

Rhys Williams – 0427 020 973

Electrical Problem that may cause harm to the Tenant:

Dolphin Electrics – 0413 144 296

Burst Water Pipe  

You may contact directly the above listed plumber.

Please remember to turn the water off at the mains immediately to avoid flooding.

Power Lines Fallen Down

CitiPower – 13 12 80

Or

Powercor – 13 24 12

Lost Keys of Keys Locked Inside House:

You may contact a locksmith directly, however the tenant is responsible for payment of the account. If you lose your keys or lock them inside the property during business hours you may use the office keys by leaving a $50.00 fully refundable deposit.

Do not try to contact the Property Manager outside of business hours if you have locked yourself out of your property, or if you have lost keys as they are not able to drive back to the office out of hours to get keys for you.

Frontline Locksmiths – 0402 254 777

Impact to building by Vehicle:

This is a tragic emergency situation; always try to contact your Property Manager first.

If you cannot contact your Property Manager, you must take the following steps:

  1. If there is an injury to another person – call an ambulance on 000.
  2. Call the Police and obtain a Police Report Number.
  3. If there is structural damage to the house, flooding or electrical problems do not stay in the house.
  4. Your Property Manager will contact the building insurer the next working day; they will then send an assessor and attend to any structural repairs.

Severe Storm Damage

Always try to contact your Property Manager first. If you cannot contact them you must then take the following steps:

  1. If there is an injury to another person – call an ambulance on 000.
  2. Call SES (State Emergency Services) on 132 500
  3. If there are any bust water pipes, call any of the plumbers listed above and turn water off at the mains.
  4. If there is any electrical damage, call any of the electricians listed above and turn the power off at the mains
  5. If there is structural damage to the house, flooding or electrical problems, do not stay in the house.
  6. Your Property Manager will contact the building insurer the next working day; they will then send an assessor and attend to any structural repairs.

Severe Damage to Property (Explosion or Collapsed Ceilings):

Always try to contact your Property Manager first. If you cannot contact them you must then take the following steps:

  1. If there is an injury to another person – call an ambulance on 000.
  2. If there is a fire call the fire brigade on 000.
  3. Call SES (State Emergency Services) on 132 500
  4. If there are any bust water pipes, call any of the plumbers listed above and turn water off at the mains.
  5. If there is any electrical damage, call any of the electricians listed above and turn the power off at the mains
  6. If there is structural damage to the house, flooding or electrical problems, do not stay in the house.

Your Property Manager will contact the building insurer the next working day; they will then send an assessor and attend to any structural repairs.