For Renters - Maintenance

What is an urgent repair?

An urgent repair is any issue that poses an immediate danger to you or the property. Legally, urgent repairs include:

• Burst water service
• Blocked or broken toilet system
• Serious roof leak
• Gas leak
• Dangerous electrical fault
• Flooding or serious flood damage
• Serious storm or fire damage
• An essential service or appliance for hot water, water, cooking, heating, or laundering is not working
• The gas, electricity or water supply is not working
• A cooling appliance or service provided by the rental provider is not working
• The property does not meet minimum standards
• A safety-related device, such as a smoke alarm or pool fence, is not working
• An appliance, fitting or fixture that is not working and causes a lot of water to be wasted
• Any fault or damage in the property that makes it unsafe or insecure, including pests, mould or damp caused by or related to the building structure
• A serious problem with a lift or staircase.

Maintenance items not on the above list are considered non-urgent and must be reported in writing.

During business hours:
(Monday – Friday, 9:00 am – 5:30 pm, Saturday – 9:00 am – 1:00* pm excluding public holidays):
* Note: AReal Property Hawthorn (33 Camberwell Road, Hawthorn East) only.

Please contact our office directly. Click here for office phone numbers. Email your property manager with photos and details of the required maintenance.

After hours:

Contact the applicable person from the recommended tradesperson list.

Before contacting an urgent tradesperson, ensure that the maintenance issue is genuinely urgent. Additionally, email your property manager with the following details:

• Description of the maintenance issue
• Reason for urgency
• If the tradesperson you contacted could not resolve the problem over the phone
• Events leading up to the urgent call
• Photos and/or video documentation of the issue
• The name of the company you arranged, and if you arranged a trade not on our list, please provide their contact details

In the event that tradespeople from the list below are unavailable, an alternative local tradesperson may be engaged. Please ensure you check Google reviews to confirm their credibility and avoid engaging tradespeople who may charge excessively or operate without transparency.

Please note:

• If you arrange your own tradesperson, they may bill you directly. Please seek reimbursement from your property manager accordingly.
• If a tradesperson visits and finds no faults, determines that the issue has resulted from user error, or the maintenance is of a non-urgent nature, the renter may be responsible for the associated costs.