When Things Go Wrong – What To Do In Case Of An Emergency?

Even with the scrutiny of your property things can and do go wrong….

Should you encounter an urgent issue please contact your property manager immediately and leave a voice mail message should your call not be answered.  Where possible send a text message and email also.

Urgent repairs in rental properties:

Under the Residential Tenancies Act 1997, urgent repairs in a rental property fall under the following categories:

  • burst water service
  • blocked or broken toilet system
  • serious roof leak
  • gas leak
  • dangerous electrical fault
  • flooding or serious flood damage
  • serious storm or fire damage
  • failure or breakdown of any essential service or appliance provided by a landlord or agent for hot water, water, cooking, heating, or laundering
  • failure or breakdown of the gas, electricity or water supply
  • any fault or damage in the premises that makes the premises unsafe or insecure
  • an appliance, fitting or fixture that is not working properly and causes a substantial amount of water to be wasted
  • a serious fault in a lift or staircase.

Under the Residential Tenancies Act 1997, a non-urgent repair is any repair that falls outside the definition of an urgent repair.

  • It is the landlord’s responsibility to ensure a rented property is maintained in good repair.
  • If a tenant or resident requests non-urgent repairs, the landlord must respond promptly.
  • All repairs are the landlord’s responsibility, but if the tenant or resident caused the damage, the landlord can ask them to arrange or pay for repairs.
  • Tenants and residents must continue paying rent when they are waiting for repairs to be done.
  • It is important for the landlord and tenant to communicate all information about repairs in writing, and to keep copies for future reference.

For more information regarding Urgent Repairs and general maintenance please visit www.consumer.vic.gov.au or contact Consumer Affairs Victoria on

1300 55 81 81

If you are unable to contact your Property Manager, we request where possible that you contact  our preferred Trades.

HANDYMAN

Andrew Andrea – 0418 833 746

For all non-urgent repairs, please send an email to haus@haus.com.au  with details of the maintenance issue.

Please note:

If maintenance organised directly by the Tenant does not fall under an urgent maintenance category as listed above; or reasonable attempts to contact your Property Manager are not made, the Tenant may be liable for payment of invoices.