Response time: made safe within 4 hours

For immediate health, safety or security risk or when further damage will occur if work is not carried out.

Temporary repairs may be done to make it safe until the next working day, when proper repairs can be completed. You'll need to stay home (if it is safe) and able to be contacted until repairs are done. If a contractor arrives and you are not available, you may be liable for the call-out fee.

E.g. burst water service, gas leak, dangerous electrical fault, flooding or serious flood damage, damage that causes the premises to be unsafe, or damage likely to cause injury to people or property

Response time: within 24 hours

A problem that is not urgent (as defined above) or an emergency, but is causing inconvenience and may develop into a health, safety or security
risk if not fixed promptly.

E.g. essential items such as hot-water service, heating and stove, electrical fault, major toilet faults, leak from pipe or base of
toilet, blocked or leaking drains.

Response time: within 7 days
General repairs for problems that are inconvenient, rather than urgent.

E.g. broken washing line, dripping taps, cracked but still secure windows.

Response time: within 28 days

General repairs and maintenance will either be attended to within 28 days or placed on the planned maintenance program, depending on
the nature and complexity of the work.

We will repair or replace the following items due to wear and tear*;

• Fluorescent lights
• Common area lights (in complexes only)
• Stoves
• Locks
• Smoke alarms
• Doors and fittings
• Taps
• Fixed floor coverings
• Internal and external painting
• Clothes line
• Downpipes, gutters and drains – except for blockages caused by you**
• Boundary fences
• Servicing heat pumps
• Hot water cylinders

*wear and tear is the result of everyday normal use

** includes members of your household and visitors to your property

As well as damage you** cause, you are responsible to pay for:

• Replacement of light globes
• Replacement of smoke alarm batteries, and testing and cleaning as required
• Broken windows, as specified under the Residential Tenancy Act and reflected in your lease
• Damage and holes in walls, doors and floors
• Faulty appliances that are not listed as our responsibility and cause the power supply to trip
• Blockages to sinks, toilet and drains (where caused by you or your visitors, even if it's accidental)
• Pest and vermin control
• Maintaining gardens, lawns and tree pruning, and removal of garden rubbish including lawn clippings and garden waste
• Replacement of lost or stolen keys – if you are locked out of your home, contact a locksmith to gain entry
• Repairs to any items that you have installed
• Cleaning of heat pumps and heat pump filters, as required

** includes members of your household and visitors to your property

Where tenants have serious medical problems or a disability, we can sometimes provide additional assistance and make modifications in some instances. Call 6173 0060 or message us at contact us for more information.

If you wish to undertake maintenance yourself, then you must apply for approval in writing first.

You should also speak to your Tenancy Officer who will explain the conditions that tenants might have to meet. These conditions can vary depending on the type of work, and who will be completing it. Call 6173 0060 or message us at contact us for more information.

There are occasions when you may be unsure if something needs repair. If in doubt, contact us.

If dangerous pests such as wasps or bees are in your property you must let us know immediately, and we will assess what needs to be done. This would be considered to be a priority request.

If there are other, non-threatening pests in a property, then it is your responsibility to manage them. If you have problems with insects, rodents, or spiders, you may be able to find pest and vermin control products at your local hardware store or supermarket. Make sure to always follow the manufacturer’s directions when using pesticides.

Smoke alarms are now hardwired and will have a back-up battery. If they begin to beep, or you are concerned about maintenance of your smoke alarm, please contact us and we will have a tradesperson inspect and carry out repairs if needed.

You can install a heat pump if you have written approval from your Tenancy Officer and you agree to some conditions. Contact us for more information.

Once you receive approval in writing you can arrange for your registered tradesperson to complete the installation. If you install a heat pump, it is your responsibility to maintain it. We do not provide repairs or maintenance for modifications you have completed yourself.

I you move out of your home you will need to remove the heat pump and repair the property to the original condition.