After Hours Maintenance Guide
What to do in the event you have an urgent maintenance request
If your urgent repair is during business hours, Monday to Friday, 9:00 am to 5:30pm, please call our office immediately on 03 8797 5500, if you do not have your property managers number, and email your property manager directly.
Your property manager will then be in touch with you on the next business day to follow up on the progress of your maintenance request. Only urgent maintenance items will be attended to after business hours.
Please bear in mind that, at times, parts or equipment may not be available over the weekend or on public holidays and may result in a small delay. The rental provider must action the repair within 24-48 hours of being notified, however certain circumstances cannot be helped in some instances and your patience and understanding is greatly appreciated.
Any repairs that are identified as renter misuse or damage, the rental provider reserves the right to pass on the invoice for payment to the renter. Renters must continue to pay rent even if they are waiting for repairs to be undertaken.
If you fail to report an issue when it could have reasonably been resolved during business hours, you may be requested to wait until the next business day to have our preferred tradesman attend. Prompt attention to these matters will ensure you are not without any essential services over the weekends or public holidays.
What is deemed an urgent repair?
More things are now considered an urgent repair such as a broken cooling appliance, a functioning smoke alarm, pest infestation, mould and meeting the rental minimum standards. Under the Residential Tenancies Act, urgent repairs are very clearly defined as:
For a full list on what is deemed an urgent repair, you can review the Consumer Affairs website. Renting information is available in multiple languages via the Consumer Affairs website.
Please Note: If a tradesman is called out for a repair that is deemed NON-URGENT, the
Tenant/s will be responsible for payment of the invoice.
Below are some preferred contacts and local agencies:
If you have no hot water or heating please check the pilot light first.
If you have no water or a power outage, it is always important to check with the service
provider/ distributor to see if they can help first.
If you are in an apartment building, it is best to contact your building manager for building specific issues (broken elevator, etc).
State Emergency Service – Contact 132 500
Emergency services such as Police, Ambulance, CFA and SES may be more appropriate in some situations. If you are in immediate danger, please call 000 immediately.