How do I report non-urgent maintenance?
We’re committed to making sure your rental property is well-maintained and that any reported repairs are handled as efficiently as possible. To help us achieve this, please note the following:
ALL maintenance requests must be made via the tenant app. You can access the tenant app and download via the below link:
Emergency After Hours Repairs
How do I know what is considered urgent maintenance?
Urgent repairs fall into two categories: essential services and other urgent repairs. A suitable repairer must be found within a reasonable timeframe. Essential services are listed in your Residential tenancy agreement and include repairs to:
A burst water service
- Gas leaks
- Broken hot water system
- Sewerage leaks
- Dangerous electrical faults
Other urgent repairs are not an essential service, but if not fixed might cause damage to the premises, injure a person or cause undue hardship or inconvenience to the tenant/s.
Per the residential tenancy Act, the landlord/lessor has 24 hours to do this if the repair is needed to a defined essential service, and 48 hours for any other urgent repair. The repair does not necessarily need to be fixed within this time but the lessor must make an appointment with the repairer to fix the problem.
If your maintenance does not fall under the above categories, please report via the Tenant App that can be downloaded here
How do I report my urgent maintenance?
If your urgent maintenance falls under the above categories please log the maintenance issue through the tenant app then follow the below steps:
– If your call is after-hours please report the issue via the tenant app and then contact one of the preferred contractors listed.
– If your call is during business hours our friendly reception team will be able to assist you with getting in contact with your Property Manager, please be ready to clearly describe your issue. You can reach our reception team at 02 9160 6475 or report via the tenant app.
Locked out?
In the unfortunate event you find yourself locked out, outside of business hours, please contact a locksmith to assist you to get back in.
We recommend the following to assist you:
Kellyville Locksmiths – 0400 048 282
*Please note any costs involved in the event of a locksmith attending falls under tenant responsibility.
If you have locked yourself out during business hours, please call our office 02 9160 6475 and our friendly reception staff will assist you.
No power?
In the unfortunate event you find yourself without power, outside of business hours, please take the following steps before calling our after hours number.
1. Check your energy provider website for outages in your area. You can also contact Ausgrid on 13 13 88
2. Check the mains switch in your meter box is in the ON position, if the power continues to trip then it is possible an appliance is tripping the power.
→ Try unplugging all appliances, switching the mains switch to on and then one-by-one plugging each appliance back in, to determine which may be causing the power to trip.
If you have tried the above and are still without power, please report via the tenant app
If you are in a life threatening situation call triple zero 000
In the event of an electric shock do not attempt to touch or rescue a person until the power has been cut off and the situation has been made safe by a suitably qualified person. People who are in contact with an electrical source are themselves conductors of electricity until the power is turned off.
No water / water leaking?
In the unfortunate event you find yourself without water, please take the following steps before calling our after-hours number.
1. Check the Sydney Water website for outages here.
2. If you have a water leak at the property, please turn the water off the meter. The meter is located at the front of the property.
3. If the water leak is on the road-side of the water meter, this must be reported to Sydney Water immediately on 13 20 90 and cannot be repaired by your Property Manager.
4. If you find yourself without hot water and the system is a gas hot water system, please first check that the pilot light is lit.
5. If you notice a water leak, turn your water off at the mains when not in use and report it via the tenant app and it will be tended to during business hours.
Break-in at the property?
In the unfortunate event your property has been broken into, please take the following measures, whilst trying to avoid the area of the break-in.
1. Contact the Police on their non-emergency line at 1800 333 000 or if an emergency contact the Police on 000
2. If you are provided with a Police Report number please ensure you keep this number safe as we may require it for Insurance Purposes
3. Please take any photos and pass any information including (if provided with) the Police Report Number to your Property Manager as soon as possible.
It is only necessary to contact your Property Manager after-hours in the event of a break-in if the property is no longer secure as a result of the break-in.
Emergency Services:
Emergency (Fire, Ambulance, Police) – 000
Police (Non-emergency) – 1800 333 000
Western Power – 13 13 88
Sydney Water – 13 20 90
State Emergency Services (SES) – 132 500
Suppliers we’d recommend:
Plumbers:
JE Plumbing – 0434 499 374
Blacktown Hot Water – 02 9627 5447
Electricians:
Viper Electrical – 0458 000 175