Repairs and maintenance

Emergency repairs – we aim to attend within 4 hours

These are serious issues that could affect your health, safety, or security. We’ll respond quickly to make the area safe.

Examples:

• Electrical damage
• Gas leak
• Major water leak
• Sewer overflow
• Locked in or out due to a broken door or lock

Urgent repairs – we aim to attend within 24 hours

Important issues that need quick attention but aren’t immediately dangerous.

Examples:

• No power
• No hot water
• Smoke alarm not working
• Minor water or sewerage leaks

Responsive repairs – we aim to attend within 72 hours

Repairs for things that aren’t working properly but don’t pose a safety risk..

Examples:

• Stove not working
• Blocked drain (single drain)
• Minor leaks
• General wear and tear

Scheduled repairs – we aim to attend within 14 days

Non-urgent repairs that won’t cause further damage if delayed.

Examples:

• Window repairs
• Cupboard doors or drawers

For emergency, urgent, and some responsive repairs, we’ll visit your home to make it safe and assess what work is needed. Some repairs may take longer or need to be scheduled. We’ll keep you updated as things progress.

Call us anytime, 24/7, on 1800 269 672.

To help us organise the right person to fix the issue, please tell us:

• What’s wrong – a short description (e.g. leaking cold tap, broken door, no hot water)
• Where it is – which room or area of your home
• How long it’s been happening – this helps us understand how urgent it is
• Your contact number – so we can reach you if needed

We’ll let you know when someone is expected to follow up or attend. If you don’t hear from the contractor within that time, please call us again. We’re here to help and make sure the repair gets done.

There are some everyday tasks and minor repairs that tenants are usually responsible for. This helps keep your home safe, clean, and working well.

You may need to:

• Replace lost keys or swipe cards
• Change light bulbs or fluorescent tubes
• Supply sink or bath plugs
• Maintain any appliances you’ve installed
• Manage household rubbish and bins
• Wipe away condensation and help prevent mould

If you can’t do any of these tasks due to health or safety reasons, please let us know—we may be able to help.

We cover general wear and tear and routine maintenance. However, if repairs are needed due to damage, misuse, or unapproved changes, you may be asked to cover the cost.

This can include:

• Blocked pipes caused by items like nappies, food, or wipes
• Water damage from overflowing baths, sinks, or washing machines
• Broken fixtures or fittings
• Changes made to the property without prior approval
• Damage caused by vandalism

If someone else caused the damage, please report it to the police and give us the report number.

If you have a disability or health condition and feel your home no longer meets your needs, please speak with your Housing Officer. We have a process in place to look at possible changes or modifications. We’ll work with you to understand your situation and explore what support or adjustments might help make your home more comfortable and accessible.

See our Responsive Repairs Policy for more information.