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 your Property Manager. Ensure you provide clear details of the issue for prompt action.
Outside Business Hours
If a non-urgent matter arises outside business hours (before 9:00 am or after 5:00 pm Monday to Friday, as well as weekends and public holidays), you may log the issue in the Property Tree Portal or Bricks and Agent, or contact our team. They will respond to you as soon as possible on the next business day.
If an urgent matter arises outside business hours, you are encouraged to contact one of our team members on their mobile number. You can also refer to the instructions and contact details of our preferred suppliers and contractors for urgent matters provided on this page.
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
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 the gas supply is connected. If after a number of attempts the pilot light still will not ignite, then please call our gas plumber:
ELECTRIC HOT WATER SYSTEM: Please check that the RCD has not tripped, or the booster switch hasn not been turned off (booster switch can usually be found in the laundry for apartments). If still not working, please call our Electrician:
The tenant is responsible for all costs associated with calling a locksmith if keys have been lost or locked inside. Contact the following locksmiths and inform us as soon as possible:
If you lose an access device to common property, contact your Property Manager during business hours to arrange for 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 call our glazier from the below list:
Report all damages in writing to us as soon as possible.
If the glass breakage is not due to a break in but due to you, your family, or visitors actions, then you may be required to pay all costs.
Check the Western Power website for failures and outages or call 13 13 51.
ELECTRICAL FAULTS:
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:
GAS SUPPLY: If your gas supply has been disconnected then please call your gas provider (Kleenheat, AGL, or Alinta) first to find out why, as it may be due to an unpaid bill. If this is not the case, please call our plumber.
BURST PIPE OR SERIOUS WATER LEAK: Please turn off water mains immediately and call the plumber. Please note that small tap leaks will not be attended to outside of normal business hours. If any serious retic leaks occur turn the retic off, if still leaking, please turn the mains water off immediately and report 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 the relevant plumber from the list:
