Rent

Tenant Maintenance Contact

For emergencies, contact your property manager on their mobile. If they are unable to respond to you immediately, then please follow the steps below as indicated.

Please note that if you arrange any repair work without prior permission from the agent or work that IS NOT classified as an emergency, the owner is NOT obliged to pay for any expenses incurred and the tenant will be liable for the accounts. If any maintenance is carried out at the property that is later determined to have been caused by the tenant, the owner will not be responsible and you will be responsible for any associated expenses.

If the property manager is unavailable, please leave a voicemail message clearly identifying the property address and issue, and clearly articulate your best contact number. Please also send a text message and/or email advising of the emergency.

What is an emergency?

An emergency constitutes a life-threatening or hazardous situation such as:

– a gas leak/smell;
– an electrical fault/exposed wiring;
– a sewerage system fault;
– damage from flooding, storm or fire;
– a blocked toilet – if only one toilet in the property;
– burst water pipes/flooding; and
– impact to building by vehicle.

Emergency contact information

Police: 000

State Emergency Service (SES): 132 500

What is not an emergency?

The following are NOT considered as situations requiring emergency repairs and will not be attended to outside of normal business hours. If you have a fault with any of the items below, please wait until the next working day to report the matter to our office.

All non-emergency repairs should be reported in writing. We recommend you either email your property manager or log a maintenance request via Maintenance Manager and then also call your property manager the next working day following the incident.

– Burst water pipes
– Hot water system problems
– Air conditioning problems
– Blocked toilets (where there is a second toilet in the property)
– Stove/oven not heating/working
– General repairs and maintenance
– Blocked drains, including shower, kitchen
– Reticulation problems
– Dripping taps
– Keys lost or locked inside

If you lose your keys or lock them inside during business hours, you may request a loan of the agent’s office set of keys. You will be required to provide adequate identification showing that you are an occupant of the property, i.e, named on the lease agreement. Keys borrowed must be returned to our office within one working day to avoid further charges being incurred.

If you need access to the property outside of business hours, you may contact a locksmith directly yourself, however you will be responsible for payment of any charges incurred.

Hot water systems
This is not considered an item requiring an emergency repair. Please report the matter to our office on the next
working day. Repairs will be prioritised once we receive your information.

If your hot water system is a gas appliance, you can check that the pilot light on the hot water unit is lit and functioning correctly. Instructions are generally on the side of the hot water system itself.

Please also refer to any user guides for the specific appliance that have been provided to you when leasing the property or can be found on the internet.

What to do in the following situations

Gas Leak
Find the Gas Meter Box and immediately turn off the Gas to the property. This is generally located at the front or side of the property.

Water Leakage
Find the Water Meter and immediately turn off the water to the property. This is generally located at the front or side of the property.

If you cannot find the Water Meter you can call Queensland Urban Utilities  on 13 26 57 and they can assist you.

If there is a leak to any piping, tap or reticulation that is more than a slow drip please ensure you report this to your property manager in writing to avoid any excessive water usage charges being incurred.

Major Electrical Problems Which May Cause Harm
Turn off any faulty or suspect appliances at the power point.

Turn off the power at the meter box. This is generally located to the outside from wall of the property in a metal box. There will be a MAIN switch which will need to be turned off.

Contact Energex Power on 13 19 62

Break-ins and damage to glass
Immediately contact police and report the break-in or damage.

The police will give you a police report number. You must provide this report number to the office the next working day for insurance purposes. Without the police report number the cost of replacing the glass will be invoiced to you. If there is any other damage to the property besides the glass or if the security of the property is compromised e.g. a door is broken and cannot be re-fixed/closed or secured temporarily, the glaziers may be able to secure this temporarily also.

If you cannot contact your property manager you may contact an after hours glazier to attend repairs, either the below glazier or another after-hours glazier. Please ensure you have the police report number before doing so, to ensure the expense can be covered by the owner’s insurance. Without this you may be held accountable for payment of the glazier’s charges.

You may instruct the glazier to forward the account directly to our office, attention to your property manager. The glazier should be able to secure the property if the glass cannot be repaired immediately. Please note that some glaziers may require payment while on site. Ensure a receipt is issued for payments.

If the glass breakage is a result of an act attributable to yourself, you may call a glazier to repair the broken glass, however payment of the invoice must be made by yourself. Please ensure you also report this issue to property manager the next business day.

Severe Storm or Fire Damage
This is considered an emergency situation only if the home is not secure or there is dangerous structural damage. In an event such as this, please take the following steps:

– If an injury to yourself or another person call an Ambulance on 000

– Call the Police and obtain a Police Report Number

– Call SES (State Emergency Service) on 1300 130 039 if required

– If there are any burst water pipes, TURN THE WATER OFF AT THE MAINS IMMEDIATELY.

– If there is any electrical damage, TURN OFF THE POWER IN THE MAINS BOX.

Contact your property manager.

Impact to Building by Vehicle
This is considered an emergency situation only if the home is not secure or there is dangerous structural damage. In an event such as this, please take the following steps:

– If an injury to yourself or another person, call an Ambulance on 000

– Call the Police and obtain a Police Report Number

– Call SES (State Emergency Service) on 1300 130 039 (if required)

– If there are any burst water pipes, TURN THE WATER OFF AT THE MAINS IMMEDIATELY.

– If there is any electrical damage, TURN OFF THE MAIN POWER IN THE METER BOX.

If there is structural damage to the house do not enter the property. It may be necessary for you to
seek alternate accommodation. Please contact your property manager and they will advise the best course of action.

Below are details for our preferred emergency tradespeople:

  • Electrical, plumbing, gas-fitting and air-conditioning repairs 
    Contractors
    Tel: 
  • Glass repairs Tel: 
  • Locksmith
    Tel: 
  • Agency Owner – Kerry Smollen 0400 872 232  or  PM 0420 46 46 46