If you have an urgent maintenance request as outlined in the list below and it is outside of office hours (9am - 5pm Mon - Fri) or during public holidays, please follow the procedure provided.

Please proceed to login to our Tenant Portal and log the maintenance request and update the status to urgent.

Types of Emergencies

During your tenancy, you may experience an emergency. An emergency is defined as an issue that could cause further damage to the property; harm to individuals; or worsen if not addressed promptly.

Examples of emergencies are:

• Broken or burst water pipes.
• Serious roof leak or gas leak.
• Dangerous electrical fault, dangerous power point, loose live wire, etc.
• Flooding, rainwater inundation inside the property, or serious flood damage.
• Serious storm, fire, or impact damage, e.g. impact by a motor vehicle.
• Failure or breakdown of the gas, electricity, or water supply to the property.
• Failure or breakdown of an essential service or appliance on the property for water.
• Hot water service failure on a weekend, or long weekend — please note that this is not considered an afterhours emergency if this occurs after 5pm on a weeknight.
• Fault or damage that makes the property unsafe or not secure.
• Fault likely to injure a person, cause damage or extreme inconvenience.
• Accidental damage to glass whereby it makes the property unsecured.

Break In Or Damage To Glass

• Contact police via 13 14 44 and lodge a report (ensure you save the police report number) and email to your Property Manager should you suspect a break in.
• Contact a local glazier. You may instruct the glazier to forward the invoice directly to our office.

Please note: If the glass breakage is the result of an act attributable to yourself, you may call a glazier to repair the broken glass but the cost of the cost of the repair will be at your own expense.

Hot Water System Not Working

Before contacting anyone please check the pilot is alight.

Leaking Hot Water System

• Turn off hot water system tap or switch and or/mains water.
• If cannot wait until the next business day, please contact a local plumber who is available after hours.

Electrical Problem

If your power has gone out or your circuit breaker has tripped:

• If power has gone out for your entire home, first confirm the problem is isolated to your premesis only and is not an incident affecting multiple residences in your area.
• If the loss of power is due to external damage or an incident such as a fallen tree or branch, land slide or damaged or fallen electrical lines please call the SES.
• If the problem is internal to your home, check your switchboard for tripped safety switches or RCDs;
  • If you have a tripped switch, you may have a faulty appliance or you may have too many appliances on at the same time that are drawing more power than is safe.
  • If all appears normal then please log a fault in our Tenant Portal

Locked Out

• If you lose your keys or accidentally lock them inside the property it may be possible to access our spare set. Most houses will have a keysafe installed on the property. Units or high rise apartments will have a key stored offsite. In these instances you may visit the site where the spare key is stored. These keys must be returned to the office as soon as possible.
• If you are locked out of the property, you will need to phone a licensed and insured locksmith.

Please note that you will be responsible for the cost of attendance.