We’re committed to ensuring your residential property concerns are addressed promptly and efficiently. Follow the guidelines below for repairs, maintenance, and after-hours issues at properties managed by us.
During Business Hours
Contact our office, or contact your Property Manager directly. Contact details can be found via the link below.
Outside Business Hours
If a non-urgent matter arises outside business hours (before 8:00 am or after 5:00 pm Monday to Friday, as well as weekends and public holidays), you may contact our team. They will respond to you as soon as possible on the next business day.
Urgent Repairs
Urgent repairs are those that are reasonably necessary to supply or restore an essential service or to avoid exposing a person to the risk of injury or exposing property to damage if left unattended.
Urgent repairs generally include: broken windows and locks that breach the security of the property, flooding, a burst water service, gas leaks, sewerage leaks or electrical faults.
Please note air-conditioning units are generally not classified as urgent repairs.
Important
Please note that if you arrange a repair or attendance of a contractor or emergency response for a matter that is not an urgent repair or emergency, the owner is not obliged to pay for any expense incurred. You may incur a charge for any callout or works undertaken. Should costs or loss be caused by you, your family, or visitors, you may also be responsible for all costs incurred.
If your home is within a strata building, some matters may need to be referred to the Strata Manager. We will work with them when these circumstances arise.
Emergencies
An emergency is a situation that poses an immediate risk to health, safety, property, or the environment. Examples include:
Steps to take in the event of an emergency:
Useful links and information
Police, Fire, Ambulance (Life Threatening) - 000
WA Police (Non-life Threatening) - 131 444
Horizon Powner (Emergencies & Interruptions) - 13 23 52
Water (Emergencies & Faults) - 13 13 75
State Emergency Services (SES) - 13 25 00
See also alerts from Emergency WA. Refer to link below.
GAS HOT WATER SYSTEM: Please check that the pilot light is on, particularly in windy weather. If off, please attempt to re-ignite the hot water system. Also check that the gas supply is connected. If after a number of attempts the pilot light still will not ignite, then please contact us.
ELECTRIC HOT WATER SYSTEM: Please check that the RCD has not tripped or the booster switch has not been turned off (the booster switch can usually be found in the laundry for apartments). If still not working, please contact us.
The tenant is responsible for all costs associated with calling a locksmith if keys have been lost or locked inside. Please contact us.
Should you lose an access device for common property, please contact your Property Manager during business hours to arrange a replacement.
In any of these circumstances your action will depend on the severity of the problem.
If severe injury to you or other persons call an Ambulance and Police - 000.
If required call State Emergency Service (SES) - 132 500.
Report the break in to the Police on 131 444 and take note of the police report number. If you do not supply us with this report number, you will be responsible for the cost of all repairs.
If the property is not secure, please contact us.
Report all damages in writing to us as soon as possible.
If glass breakage is not due to a break-in but caused by you, your family, or visitors, you may be required to pay all costs.
Check the Western Power website for failures and outages or call 13 13 51.
ELECTRICAL FAULTS:
In the event of electrical failure and where it is safe to do so, check trip switches and fuses.
Should the power cut out, disconnect all appliances inside and outside of the property, then reset the safety switch. Reconnect one appliance at a time. If the power stays on after each new appliance is connected, continue reconnecting appliances. If the power cuts out again after connecting a specific appliance, do not use it. If an electrician is called and the fault is found to be your own appliance, you will be charged for the electrician’s account.
With any other disruption to power/lighting within the premises we suggest contacting Synergy first to ascertain if a problem exists in your suburb.
If there is no local general outage or fault, please contact us.
GAS SUPPLY: If your gas supply has been disconnected, please call your gas provider (e.g., Kleenheat, AGL, or Alinta) to determine the reason. If unresolved, please contact us.
BURST PIPE OR SERIOUS WATER LEAK: Turn off the water mains immediately and call a plumber. Note that minor tap leaks will not be attended to outside of normal business hours. For serious reticulation leaks, turn the system off. If still leaking, turn off the mains water and report the issue to your Property Manager the next business day.
If the burst pipe is not on the property side of the meter, contact the Water Corporation on 13 13 75.
If the burst pipe is within the property, contact us.
