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Maintenance requests

We want to make sure your home is always safe and in good working condition. If something breaks or stops working, it's important that you let us know so we can fix it as soon as possible.

We have different timeframes for addressing different types of repairs:

  • Urgent repairs
  • Non-urgent repairs

In some circumstances, you might have to pay for the repairs yourself. For more information, please read our Paying for repairs and lost items page.

Urgent repairs

Urgent repairs are issues that need immediate attention because they affect your safety or basic needs. It is our priority to get these fixed as soon as we can, so if you ever come across something in your home that needs urgent repair, please let us know right away.

As soon as we are made aware that there is an urgent issue with the property, we have 24 hours to either:

  • Fix the problem promptly, or
  • Ensure safety measures are in place until proper repairs can be carried out. This may involve:
    • Boarding up a broken window,
    • Providing temporary heating or cooling like a blow heater or fan, or
    • In after-hours situations such as burst pipes, turning off the water mains until it can be attended to in the morning.

The Residential Tenancies Act (RTA), which is the set of laws that govern your rights and our responsibilities, defines what repairs are considered urgent and need immediate attention.

Non-urgent repairs

Non-urgent repairs are problems that do not pose an immediate threat to your safety and well-being, allowing you to continue living in the property safely. These repairs include issues like a broken dishwasher or loose bathroom tiles, or any repair that is not on the urgent repairs list above.

Once we are notified about a non-urgent repair, we have a timeframe of 14 days to address the issue and get it fixed.

When should you advise us of a repair?

It's important to let us know as soon as you notice any issues in your property that require fixing. Our staff are available from Monday to Friday, between 9am and 5pm. If you can reach out during those hours, we can address the problem as quickly as possible.

We understand that sometimes things go wrong outside of these hours. In such cases, you can contact us for an after-hours response. However, please note that only urgent repairs will be attended to during this time.

If it is determined to be a non-urgent repair, we will respond to your request during our regular office hours. Rest assured, we are committed to addressing all repair needs in a timely manner to ensure your living environment remains safe and comfortable.

Application process

Need help?

If you have any questions or would like more information, please don't hesitate to reach out to us. We're here to support you throughout the tenancy process.

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