Emergency Maintenance

The following information is intended to be a helpful guide with maintenance matters.

Guide for maintenance matters

During the course of your tenancy there may be circumstances where you require repairs and maintenance within the home. Maintenance can be defined as either general maintenance or urgent repairs. The following guide will help you if you find yourself requiring emergency maintenance.

Lost Keys / FOBS / Remotes

If you find yourself in the unfortunate predicament of losing keys, FOBS / remotes to your property during normal office hours (Monday – Friday from 9:30am until 4:30pm) we can assist by temporarily providing you with a spare set. If this situation occurs after-hours please contact a locksmith to arrange access to the premises. The call-out fee for the locksmith and replacement keys is a tenant expense. Please do not contact our emergency phone under these circumstances.

Recommended Locksmiths:

Atlantis Lock & Key – 0422 091 375

Lockworks – 0414 818 208 (Nick)

Lighthouse Locksmiths – 08 9455 3083

Urgent Repairs

Urgent repairs fall into two categories: essential services and other urgent repairs. Legislation states that a suitable repairer must be found within a reasonable timeframe. Essential services are listed in the Residential Tenancies Regulations 1989 and include repairs to:

  • A burst water services
  • Gas leaks
  • Broken hot water system
  • Sewerage leaks
  • Dangerous electrical faults

Other urgent repairs are not an essential service, but if not fixed might cause damage to the premises, injure a person or cause undue hardship or inconvenience to the tenant/s.

Per the residential tenancy Act, the landlord/lessor has 24 hours to do this if the repair is needed to a defined essential service, and 48 hours for any other urgent repair. The repair does not necessarily need to be fixed within this time but the lessor must make an appointment with the repairer to fix the problem.

If the matter is non-urgent, it will be responded to on the next available business day see below how to report non-urgent maintenance.


General Maintenance

We recommend reporting general maintenance by email to our Maintenance Email and include your property address, what requires fixing and a photo where possible. Please note the Property Owner is not required to fix items if they are items which could not reasonably have expected to be working at the time the agreement was entered into.

  • Examples of General maintenance include:
    Air conditioning problems
  • Garage roller door issues (unless they cannot be manually operated)
  • Loose door handles and other hardware items
  • Leaking taps
  • Faulty light fittings
  • Pilot light on hot water system
  • Faulty appliances such as washing machines in furnished properties

General maintenance should be emailed to maintenance and will be attended to during normal business hours. Please do not send follow-ups about maintenance to this address, instead, please call us.

Action to be taken for essential and urgent maintenance

During business hours (9:30am until 4:30pm Monday to Friday) contact our office on 9429 7700 and speak directly with your Property Manager or a member of our team.

After business hours and on weekends please phone our emergency phone 0417 953 321 or 08 9429 7700 and leave a clear message and detailed message with your name, number and what has occurred and your call will be returned within a reasonable time frame.

Emergency Repairs in the case of an emergency the following references may be useful:

The following references may be useful:

  • Fire or life threatening emergencies dial 000
  • SES emergency assistance 132 500
  • DFES emergency information 13 3337

Utility contacts:

Get in touch

We not only understand the process of property management, we also stay actively engaged in it.