Emergency Repairs

If you or anyone else is in danger, you should call 000 immediately. Then refer to the following information:
‍The Residential Tenancies and Rooming Accommodation Act 2008 (the Act) states that there are two types of repairs – emergency and routine repairs. Emergency repairs are defined in the Act. Any repairs that are not listed as emergency repairs in the Act are routine repairs.

Emergency repairs are:

• a burst water service or a serious water service leak
• a blocked or broken toilet
• a serious roof leak
• a gas leak
• a dangerous electrical fault
• flooding or serious flood damage
• serious storm, fire or impact damage
• a failure or breakdown of the gas, electricity or water supply
• a failure or breakdown of an essential service or appliance on the premises for hot water, cooking or heating
• a fault or damage that makes the premises unsafe or insecure (this includes smoke alarms)
• a fault or damage likely to injure a person, damage property or unduly inconvenience a tenant
• a serious fault in a staircase, lift or other common area of the premises that unduly inconveniences a tenant in gaining access to, or using, the premises
• minimum housing standards came into effect for new tenancies (including renewed tenancy agreements) from 1 September 2023 and for all remaining tenancies from 1 September 2024.

Emergency repairs should be reported to your Property Manager immediately and we will do our best to respond to you as soon as possible, while Routine Repairs should be reported to your Property Manager when you become aware of and will be responded to during business hours.
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For emergency repairs, call 1800 966 014 and follow the prompt and we will take reasonable steps to action the repairs for you. Otherwise, refer to your General Tenancy Agreement and contact the authorised Plumber or Electrician. If you do not have a copy of your General Tenancy Agreement handy, check your inbox (from when you signed it) or click here to login to the Tenant Portal to find a copy.

Frequently Asked Questions

What can I do to ensure the owner accepts my application over the others?
‍All applications received are presented to our clients. We will not request or promote that you take any additional steps that are not required on the Form 22. To ensure the Property Manager can process your application in a reasonable amount of time it is recommended that any references you provide are notified by you and available to contact and that you complete all fields on the application accurately.

Click here to view a copy of the Form 22 - Rental application.

What do I do if I have lost my key or remote and cannot access my property?
‍Report this to your Property Manager immediately. During business hours, you can contact your Property Manager to provide you with access to the property when they are available. Otherwise, after hours or for more immediate access you should contact a locksmith at your expense. If you live in an apartment building, you may need to contact the Body Corporate’s Locksmith.

Fees may apply for call outs and locksmithing services.

I’ve lodged a routine repair request, and my Property Manager has accepted and actioned the request. Why is it taking so long?
‍You’ve done the right thing reporting any damage to your Property Manager. Once the Property Manager has responded and let you know they’ve accepted and organised a repairer to attend, then we may need to wait for the next available tradesperson or for required parts to arrive to complete the request. Please understand that this is out of the Property Manager’s or Property Owner’s control (or when waiting on parts, out of the tradespersons control too). Most Property Owner’s expect their Tenant/s to report things immediately and for us to take action and have them repaired as soon as possible.

I live in a Body Corporate Scheme (Apartment building), can we park in the visitor’s carpark?
‍No. The visitors' car parking in a Body Corporate scheme is for visitors only unless approved by the Body Corporate in writing. Visitors should only park in these spaces while remaining on the scheme. You or any visitors who leave the scheme should use street parking or seek alternative parking arrangements. Parking in a visitors car park may be a breach of the scheme’s by-laws and result in the Property Manager issuing you with a notice to remedy the breach.

I live in a Body Corporate Scheme (Apartment building), can I store items in the car park or on common property?
‍The simple answer is, no. However, the Body Corporate’s by-laws may allow you to store items in the car park only where certain conditions are met. In any case, you should refer to the by-laws to see what is allowed.

I want to have a gathering/party, what things should I be aware of?
‍Always be responsible, ensure you adhere to the terms of the General Tenancy Agreement and consider your neighbours when planning a gathering/party. Noise should not be excessive and you should follow any applicable laws (or by laws when in a Body Corporate scheme) when planning a gathering. Any damage caused at the gathering/party should be reported to your Property Manager immediately.

What is the best way to ensure nothing goes wrong during my tenancy?
‍We are fortunate enough to work with great Property Owners/Investors and have many great Tenants living in our properties. What it all comes down to is great communication between the Tenant, Property Manager and Property Owner. Report things immediately or ask questions, so that your Property Manager can provide you with help and advice or if required, check with the Property Owner and come back to you.

What if I cannot find the answer for what I’m looking for?
‍Refer to your General Tenancy Agreement or ask your Property Manager for help or more information. In any case, sending them an email or text message is always best, so that they can respond when they're next available or forward your query on to the Property Owner.