We understand that maintenance issues can sometimes happen unexpectedly, including outside of normal business hours. To help us arrange the right assistance as quickly as possible, please follow the process below when reporting an urgent or emergency maintenance issue.
Our office is open Monday to Friday, 8:30 am to 5:00 pm.
If you experience an urgent or emergency maintenance issue during business hours, please call our office immediately on 03 6219 9900 and email your Property Manager with details of the issue.
Before arranging a tradesperson, we also recommend checking yourMaintenance Troubleshooting Guide, which was provided when you moved into the property. This guide covers some of the most common maintenance issues we receive and may help you resolve the problem without the need for a tradesperson to attend.
If an urgent or emergency maintenance issue occurs outside of our normal business hours, please refer to your current rental agreement for the details of our preferred or nominated tradespeople.
Our preferred tradespeople are familiar with our properties and maintenance procedures and will do their best to assist you as quickly as possible. Please be respectful to our tradespeople at all times, as they may be attending other urgent jobs and will prioritise requests based on the nature and severity of the issue.
Please also email your Property Manager with details of the maintenance issue. This allows us to keep a written record of the issue and follow up with you during the next business day.
Only genuine urgent or emergency maintenance issues should be referred to an after-hours tradesperson. General maintenance requests should be submitted through your usual maintenance reporting process and will be attended to during normal business hours.
Under the Residential Tenancy Act 1997 (Tas), an urgent repair generally involves an essential service that has stopped working.
Essential services include water, electricity, hot water, heating, sewerage, wastewater services and a cooking stove.
For example, a complete loss of hot water, electricity or the property’s water supply may be considered an urgent repair.
For more information about urgent repairs in Tasmania, please visit CBOS – Urgent repairs.
An emergency repair is different from an urgent repair.
An emergency repair is generally required where damage has occurred to the property and the damage is likely to become worse if it is not repaired as soon as possible.
For example, if a storm breaks a window and the property is exposed to further damage, this may be considered an emergency repair.
For more information, please visit CBOS – Emergency repairs.
Not every maintenance issue is considered urgent or an emergency.
General maintenance should be reported through your usual maintenance reporting process. Examples include a dripping tap, a broken cupboard door or handle, a faulty fixture or fitting, minor plumbing issues or other maintenance items that do not affect an essential service or present a risk of further damage to the property.
Please report maintenance as soon as you become aware of an issue. Providing photographs or videos with your maintenance request can also help us understand the problem and arrange the appropriate tradesperson.
Please remember that after-hours trades should only be contacted for genuine urgent or emergency maintenance issues. This helps ensure our tradespeople are available for renters who require immediate assistance.
There may be occasions where parts, equipment or specialist trades are not available immediately, particularly over weekends and public holidays. While we will always work to have issues addressed as quickly as possible, some circumstances may result in a delay. We appreciate your patience and understanding.
The rental provider is generally responsible for repairs required under the Residential Tenancy Act 1997 (Tas). Where damage has been caused by renter misuse, negligence or the actions of a renter, household member or visitor, the renter may be responsible for the associated repair costs, subject to the requirements of the Act.
If you are not sure whether your maintenance issue is urgent, emergency or general maintenance, please contact us as soon as possible and let us know what has happened.
We would rather have an issue reported so it can be properly assessed than have you unsure about what to do.
If you are in immediate danger or there is a serious threat to life or safety, please contact the appropriate emergency service.
Police, Fire or Ambulance: 000
For non-life-threatening police assistance, call 131 444.
For storm or flood assistance, contact the SES on 132 500.
For water or sewerage emergencies, contact TasWater on 13 69 92.
Our goal is to make reporting maintenance as simple as possible and to ensure that urgent issues are dealt with promptly.
If you have any questions about reporting a maintenance issue, please contact your Property Manager.