After Hours Procedure for Tenants

URGENT REPAIRS

An urgent repair includes the following:

• A burst water service
• A blocked or broken lavatory system
• A serious roof leak
• A gas leak
• A dangerous electrical fault
• Flooding or serious flood damage
• Serious storm or fire damage
• A failure of gas, electricity or water supply to the premises
• The failure of a refrigerator supplied with the premises
• A failure or breakdown of any service on the premises essential for life, water, cooking, heating or laundering
• A fault or damage that causes the residential premises to be unsafe or insecure
• A fault or damage likely to cause injury to person or property
• A serious fault in any door, staircase, lift or other common area which inhibits or unduly inconveniences
• the tenant in gaining access to and use of the premises 

WHAT TO DO DURING BUSINESS HOURS (MON - FRI, 9AM-5PM)

Contact your property manager via the Maintenance Tracker website https://ire.fyi/mU2ny9  Please include your name, property address, time of day and nature of emergency along with photos or a video. Please follow up with a call to our office on 6213 3999.

WHAT TO DO AFTER HOURS

1. Report emergency to your property manager via the Maintenance Tracker website https://ire.fyi/mU2ny9  and contact the relevant trade on the emergency trades list
2. If necessary, leave a message for the tradesperson and wait a reasonable period of time.
3. If there is no response from any of our preferred tradespeople within a reasonable period of time, you are then able to contact a tradesperson of your choosing.
4. Have your copy of your Tenancy Agreement available as proof of identity for the tradesperson.

URGENT REPAIR CONTACTS

NOTE: The following tradespeople are to be contacted directly for OUT OF OFFICE HOURS FOR URGENT REPAIRS ONLY, as per Clause 60 (a to m) of your Residential Tenancy Agreement, in accordance with the Residential Tenancies Act 1997. If the tradesperson attends and does not deem the repair urgent, the tenant will be held accountable for the call out fee.

WHAT TO DO IN THE EVENT OF:

BREAK IN OR DAMAGE TO GLASS

In the case of a break in, call the police (000). They will then give you a police report number which you are required to give your property manager as soon as possible. If there is further damage besides glass damage to the property, please let your property manager know as soon as possible. You may use these contacts if you cannot get a hold of your property manager: 

Please refer to the trade list above for contact details

You may instruct the glazier to forward the invoice directly to our office. If the glass breakage is the result of an act attributable to yourself, you may call a glazier to repair the broken glass, however the cost of the repair will be at your own cost

HOT WATER SYSTEM STOPS WORKING

If your property has a gas hot water system, check that the pilot light is on. If it is electrical, please check that the circuit breaker has not tripped. If the hot water system is not working or there is a leak and it is after hours, please contact one of the following:

Please refer to the trade list above for contact details

ELECTRICAL PROBLEM THAT MAY CAUSE HARM TO THE TENANT

If your power has gone out, please check the switchboard for a tripped switch, there may be both an internal and external switchboard - please check both. Check surrounding houses/street lights to see if there are lights on to determine if the issue might be suburb wide before calling the following:

Please refer to the trade list above for contact details

LOST KEYS OR LOCKED INSIDE THE PROPERTY

You may call a locksmith directly, however this is at your own cost. If you lose or lock your keys inside the property during business hours, you may come and collect our office set of keys. Please note a security deposit is required which will be refunded when the keys are returned. These keys must be returned as soon as possible. If you have lost your keys or locked yourself out of the property after hours, please call:

Please refer to the trade list above for contact details

SEVERE STORM DAMAGE / SEVERE DAMAGE TO THE PROPERTY

Please refer to the trade list above for contact details

If during office hours, please contact your property manager. If anyone is injured please call and ambulance on 000.

If after hours please contact:

If there are any burst pipes, please turn the water off at the mains and call one of the following:

Please refer to the trade list above for contact details

If there is any urgent electrical damage, please turn the electricity off at the mains and contact

Please refer to the trade list above for contact details

Please note that if you go ahead with a repair that is not classified as an emergency, the owner may not obligated to pay for any expense incurred. Additionally if any maintenance is carried out at the property and found not to be the owners responsibility but as fault of the tenant, you will be held accountable for any expenses.