Emergency Maintenance

The following information is intended to be a helpful guide with maintenance matters.

How do I know what is considered urgent maintenance?

Urgent repairs fall into two categories: essential services and other urgent repairs. Legislation states that a suitable repairer must be found within a reasonable timeframe. Essential services are listed in the Residential Tenancies Regulations 1989 and include repairs to:

  • A burst water services
  • Gas leaks
  • Broken hot water system
  • Sewerage leaks
  • Dangerous electrical faults

Other urgent repairs are not an essential service, but if not fixed might cause damage to the premises, injure a person or cause undue hardship or inconvenience to the tenant/s.

Per the residential tenancy Act, the landlord/lessor has 24 hours to do this if the repair is needed to a defined essential service, and 48 hours for any other urgent repair. The repair does not necessarily need to be fixed within this time but the lessor must make an appointment with the repairer to fix the problem.

If your maintenance does not fall under the above categories, please report non-urgent maintenance here.

How do I report my urgent maintenance?

If your urgent maintenance falls under the above categories please first log the maintenance issue through the tenant portal, then follow the below steps:

– If your call is after-hours call our emergency mobile number at 0417 953 321. Please leave a clear & detailed message, including your property address, Property Manager’s name & clear details of the issue.

– If your call is during business hours please call our office on 08 9429 7700 our friendly reception team will be able to assist you with getting in contact with your Property Manager, please be ready to clearly describe your issue.

Locked out?

In the unfortunate event you find yourself locked out, outside of business hours, please contact a locksmith to assist you to get back in.

We recommend the following to assist you:

Recommended Locksmiths:

Atlantis Lock & Key – 0422 091 375

Lockworks – 0414 818 208 (Nick)

Lighthouse Locksmiths – 08 9455 3083

*Please note any costs involved in the event of a locksmith attending falls under tenant responsibility.

 

If you have locked yourself out during business hours, please call our office 08 9429 7700 and our friendly reception staff will assist you.

No power?

In the unfortunate event you find yourself without power, outside of business hours, please take the following steps before calling our after hours number.

1. Check Western Power website for outages in your area here.

2. Check the mains switch in your meter box is in the ON position, if the power continues to trip then it is possible an appliance is tripping the power.

→ Try unplugging all appliances, switching the mains switch to on and then one-by-one plugging each appliance back in, to determine which may be causing the power to trip.

If you have tried the above and are still without power, please follow the procedure above for reporting urgent maintenance.

No water / water leaking?

In the unfortunate event you find yourself without water, please take the following steps before calling our after-hours emergency number.

1. Check the Water Corporation website for outages here.

2. If you have a water leak at the property, please turn the water off the meter. The meter is located at the front of the property. If you require assistance to locate your meter, check out this helpful video by our recommended plumbing company, Plumbing Bros, here.

3. If the water leak is on the road-side of the water meter, this must be reported to the Water Corporation immediately on 13 13 75 and cannot be repaired by your Property Manager.

4. If you find yourself without hot water and the system is a gas hot water system, please first check that the pilot light is lit. If you are not sure how to check this or how to re-light your pilot light, check out this helpful video by Plumbing Bros here.

5. If you notice a water leak, turn your water off at the mains when not in use and report it via the tenant portal and it will be tended to during business hours.

Break-in at the property?

In the unfortunate event your property has been broken into, please take the following measures, whilst trying to avoid the area of the break-in.

1. Contact the Police on their non-emergency line at 13 14 44

2. If you are provided with a Police Report number please ensure you keep this number safe as we may require it for Insurance Purposes

3. Please take any photos and pass any information including (if provided with) the Police Report Number to your Property Manager as soon as possible.

It is only necessary to contact your Property Manager after-hours in the event of a break-in if the property is no longer secure as a result of the break-in.

General Non-Urgent Maintenance

ALL maintenance requests must be submitted through the tenant app. Please note the Property Owner is not required to fix items if they are items which could not reasonably have expected to be working at the time the agreement was entered into.

Examples of General Maintenance include:

  • Air conditioning problems
  • Garage roller door issues (unless they cannot be manually operated)
  • Loose door handles and other hardware items
  • Leaking taps
  • Faulty light fittings
  • Pilot light on hot water system
  • Faulty appliances such as washing machines in furnished properties
Report Maintenance

Western Australia Emergency Services:

  • Emergency (Fire, Ambulance, Police) – 000
  • Police (Non-emergency) – 13 14 44
  • Western Power – 13 13 51
  • Water Corporation – 13 13 75
  • State Emergency Services (SES) – 132 500

Get in touch

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