After-Hours Maintenance Guide for Renters

This guide explains how to report urgent and non-urgent maintenance issues that occur outside our standard business hours.

While we aim to provide support for urgent maintenance matters, please understand that our Property Managers may not be able to answer calls immediately during the middle of the night or in the early hours of the morning.

Standard Business Hours

Monday to Friday: 9:00 am–5:30 pm
Saturday and Sunday: Closed

After-Hours Urgent Maintenance Line

The after-hours emergency number is strictly for legitimate urgent maintenance issues.

Before contacting the urgent maintenance line, please review the information below to determine whether your issue is urgent or can safely wait until the next business day.

How the After-Hours Process Works

1. Call the urgent maintenance line: 0429 467 188
   Calls are screened, so you must leave a detailed voicemail that includes:
   • Your full name
   • Your return telephone number
   • The address of the rental property
   • A clear description of the issue
2. Send a text message
   Please also send a text message to the emergency number. Include relevant photographs or videos where applicable.
3. Wait for the on-call Property Manager
   The on-call Property Manager will contact you as promptly as possible to discuss the issue.
4. The urgency will be assessed
   If the maintenance cannot safely be deferred until the next business day, the Property Manager will attempt to contact the rental provider for instructions.
5. A trade service will be arranged
   Once approval has been received, an appropriate qualified tradesperson will be contacted to attend the property.

Urgent Maintenance

Urgent maintenance issues present an immediate risk to the renter, the property or the security of the premises. These issues may require immediate attention to prevent further damage or danger.

What Is Considered Urgent?

Urgent repairs generally include, but are not limited to:

• A burst water service or serious water leak
• A blocked or broken toilet system
• A serious roof leak
• A gas leak
• A dangerous electrical fault or electrical failure
• Flooding or serious flood damage
• Serious storm or fire damage
• A failure or breakdown of the gas, electricity or water supply
• A failure or breakdown of an essential service or appliance used for hot water, cooking or heating
• A fault or damage that makes the property unsafe or insecure

What to Do in an Emergency

1. Make Sure Everyone Is Safe

Where there is an immediate threat to a person or the property, such as a fire, gas leak or risk of electrical shock, contact emergency services immediately by calling 000.

2. Contact the Property Manager

Call the after-hours emergency maintenance line:

Phone: 0429 467 188

Leave a detailed voicemail and send a text message with photographs or videos where relevant.

3. Arranging an Urgent Repair

If the Property Manager cannot be reached or does not respond promptly, renters may be able to arrange for a qualified tradesperson to complete an urgent repair up to a reasonable cost limit, as outlined in the rental agreement.

Please retain all invoices and supporting documentation.

4. Document the Issue

Take clear photographs or videos of the problem before and after any temporary safety measures are taken, such as turning off the main water supply.

Non-Urgent Maintenance

Non-urgent maintenance includes issues that can safely wait until the next business day without creating an immediate risk to a person or causing significant damage to the property.

Examples of Non-Urgent Maintenance

• A dripping tap
• A loose door handle
• Routine wear and tear
• A minor blockage in a sink or shower where another suitable facility is available
• Replacement of a non-essential light globe

How to Report Non-Urgent Maintenance

All non-urgent maintenance requests must be submitted in writing through our standard maintenance reporting system.

Please allow up to two business days for a response and the scheduling of non-urgent repairs.

Steps to Take Before Calling

Before contacting the urgent maintenance line, please complete the following steps where applicable and safe to do so.

Water Leak or Burst Pipe

Locate and turn off the main water shut-off valve. This is usually located near the water meter or front tap.

Loss of Power

Check whether the outage is limited to the property or affecting the wider area.

• Check the switchboard for a tripped safety switch
• Check with neighbours to see whether they have also lost power
• Contact your electricity provider or check its outage information

Blocked Drain or Toilet

Attempt to clear the blockage using a plunger.

If the blockage cannot be cleared, causes an overflow or leaves the property without a working toilet, it may be considered urgent.

Smell of Gas

Where it is safe to do so:

• Turn off the gas supply at the main meter
• Open all windows and doors
• Do not use electrical switches, appliances, flames or ignition sources
• Leave the property if there is an immediate safety risk
• Contact emergency services if required