Urgent (Emergency) Maintenance: Any fault or damage that makes the property unsafe, insecure, or causes a serious disruption to essential services (e.g., burst water pipes, gas leaks, total power failure).

Non-Urgent Maintenance: Routine wear-and-tear or minor issues that do not pose an immediate threat to your health, safety, or the structural integrity of the property (e.g., a dripping tap, a squeaky door, or a broken cupboard hinge).

Please report through the Tenancy Concierge Link or through the QR code on your kitchen cupboard under the sink.

The most common problem in properties is water leaking from wet areas eg. bathrooms, laundries, kitchens, into adjoining rooms. A regular check for water leaks is advisable. If the carpet/floor is wet, sponge and dry the area thoroughly and check again after use. Advise our Agency if the leak continues or worsens. If the problem is a serious water leak, this is classified as an emergency repair under the Legislation and the Agency must be notified immediately.

Check:

• Clean filter before every use
• Dryer is not overloaded
• Air temperature is hot when running

This appliance is not essential, please complete a repair advice form and send to our Agency to report if there’s a failure or fault.

Faulty switches or fans:

Do not attempt to fix it yourself. Do not use switches if they are faulty. Contact our Agency as soon as possible or refer to emergency contact for out of hours.

First, check if the safety switch is turned on. Second, check if the safety switch in the power box has tripped or blown a fuse and reset.

If the problem persists, please request a repair via Tapi (QR Code under your cupboard sink) and our team will coordinate a professional tradesperson.

If your supply of hot water is not hot or does not seem to last as long as it should, your hot water system may need topping up. Locate the filler valve on the side of the hot water system and lift the floppy lever until water flows from the overflow. Repeat this process every few months. Otherwise, check if the power is switched on, if the power box tripped the switch or blown a fuse, has your shower routine changed or increased (tank capacity and/or tariff rates will affect this). Remember in winter, efficiency of the tank is less than in summer and the water will cool quicker. Note: Please follow the above procedure before requesting maintenance. If this does not rectify the problem please complete a repair advice form. Remember a leaking hot water tap will cause a poor supply of hot water and high electricity accounts.

Please report this by emailing our agency to arrange a tradesperson for repairs. Regular mopping and turning off the tap between uses is adequate until the tradesperson arrives.

First, check if the bulb has blown. If not, check the power box to ensure the power is on and the switch has not tripped. If the lights still aren’t working, contact your property manager.

• Water level is a priority and must be kept at a level to allow water to flow through the skimmer boxes at all times. Failure to do this could result in enormous expenditure to you.
• No metal objects are to be allowed in the pool as it could cause corrosion marks.
• No animals allowed in the pool as this creates a huge chemical imbalance.
• Ensure regular water testing for correct pH level to prevent mould or fungus forming in the pool.
• Vacuum at least once a week to keep pool clear of debris.
• Regular checks of the pump to ensure the motor is working correctly and efficiently (making funny noises could be a forerunner to a problem). Leaking or pooling water at the pump could mean a cracked casing and will need attention.
• Even if a pool is maintained for you, it is your responsibility to alert your Property Manager if there are any problems.

If your neighbours have also lost power contact your Electricity Provider or Energex. Otherwise, check if your Safety Switch has tripped. If so, reset the switch. If it trips again, unplug all appliances from power points. Reset the Safety Switch and plug in appliances one at a time until the faulty appliance is located.

Note: If this does not rectify the problem please notify our agency. Tenants will be required to pay for callouts where a faulty appliance belonging to them has caused the problem.

Please check:

• The power is connected and check the main fuse/meter box for a tripped safety switch or circuit breaker.
• The water taps are turned on.
• The load of clothes is not off balance or too high.
• The lid is connected with on/off switch when closing.
• Hoses are securely attached.
• If leaking, check hoses for spills.

If the appliance is included with the property and troubleshooting as the above hasn’t worked, please report a repair request via Tapi (QR Code under your cupboard sink).

If this occurs during the weekend or out of office hours and you’re out of clothes, locate the nearest Laundromat and phone the agency when we open again.

Water bubbling out of the ground or back up through a floor drain or toilet could be a serious problem and could lead to further complications. Phone our agency immediately as this is an ‘emergency’ matter as well as report this via Tapi (QR Code under your sick cupboard).

If it’s outside of office hours, please also refer to your current Tenancy Agreement for emergency plumber contact details.

Emergency maintenance must be reported immediately in writing or via Tapi (QR Code under your sick cupboard). For emergencies during out of office hours refer to your current Tenancy Agreement for emergency contact details.

If you have locked yourself out of your home or have misplaced your keys, contact your property manager during business hours to check if they have a spare set of keys that’ll allow access.

Note that outside of business hours or on public holidays, they are not obligated to let you in and your next best option is to refer to your Tenancy Agreement with the nominated Locksmith for the agency.

A locksmith not nominated by the Agency may charge a higher rate after hours and on weekends to attend your property.

Do not DIY the break-in: Avoid trying to force a window or pick the lock yourself. If you cause damage to the property, you could be held financially liable for repairs. It’s always best to notify your property manager who can assist with resolving the problem.