MAINTENANCE REPORTING
Emergency Maintenance
Repairs & Maintenance
If an urgent repair is needed, please call us immediately on 1800 371 172. This number operates during business hours and after hours.
Emergency repairs are generally situations that could cause injury, present a health or safety risk, or cause serious damage to the property. These may include:
Burst water pipe or serious plumbing leak
Blocked or broken toilet (if no second toilet is available) — please try plunging the toilet first, as minor blockages can often be resolved this way. If the blockage remains after a genuine attempt, contact us.
Gas leak or strong gas smell
Dangerous electrical fault (e.g. exposed wires or sparking power points)
Serious roof leak or ceiling collapse
Flooding or major storm damage
Fire or damage caused by a vehicle
Failure or breakdown of essential services (e.g. electricity, gas, or water supply)
Hot water service failure over a weekend or public holiday
Any fault that leaves the home unsafe or unsecure (e.g. broken locks, smashed glass)
Any issue likely to cause injury, major inconvenience, or further property damage if not addressed quickly
After Hours
If an emergency occurs outside business hours, please still call 1800 371 172. The call will be redirected to ensure your concern is responded to as soon as possible.
Please only call for genuine emergencies. If a tradesperson attends and the issue is not considered urgent, all costs will be passed on to you.
All maintenance requests must be reported in writing so we can respond quickly and pass on the right information to the property owner and tradesperson.
If you are a tenant, and would like to use our Tenant Portal (app or online), access can be provided on request - just let us know. Otherwise, you’re welcome to submit your maintenance request using the form at the bottom of this page or by emailing us at:
yourhomesda@email.propertyme.com
Please Include:
A description of the issue
Photos or videos, where possible or practicable
Any relevant product details (e.g. brand, model, or serial number)
Once we receive your request, we may ask for further details or ask you to try some troubleshooting steps before arranging a tradesperson. We will notify the property owner and, if required, organise an appropriate trade who may contact you directly. If you won’t be home at the time of the repair, we can issue a key to the tradesperson for access.
Important:
If you arrange to meet a tradesperson and are not home at the agreed time, they may charge a call-out fee - and this cost will be passed on to you.
Most maintenance is carried out between 8:00am and 6:00pm, unless otherwise agreed.
For emergency repairs, please call us immediately on 1800 371 172, or refer to the Emergency Maintenance section of this guide.
Examples of non-urgent maintenance are:
Dripping taps
Loose door handles
Broken blinds
Sticking windows
Minor cracks in walls
Faulty extractor fans
Lockouts and Additional Keys
If keys are lost or additional copies are required, please notify us so we can maintain an accurate record of all keys issued for the property. Approval may be required before additional copies are made.
If a tenant locks themselves out of the property, this is not considered a maintenance issue.
Tenants or their support providers should first check whether access can be arranged using any spare key arrangements in place for the property (for example a lockbox or a spare key held by the SIL provider or our office).
You are welcome to contact us during business hours if you are locked out. If access can be arranged and someone from our team is available to assist, we may be able to help facilitate entry. This could involve collection of a spare key from our office or arranging access to the property. A service charge may apply depending on the circumstances, we will discuss this with you.
If access cannot be arranged, or if it is outside business hours, a locksmith would need to be organised at your own cost.