Keeping your rental home in great condition is a shared responsibility between renters, property managers, and rental providers. We treat maintenance proactively, not reactively. If something breaks or needs attention, we need to know immediately so we can act quickly to maintain your safety and the property's condition.

This page explains how to report maintenance issues, what to do in an emergency, and how we work together to ensure your home stays safe and comfortable.

Urgent vs. Non-Urgent Repairs

It’s important to know the difference between urgent and non-urgent repairs:

Urgent repairs include:

• Burst water service or serious leak

• Gas leak or dangerous electrical fault

• Failure or breakdown of essential services (e.g., heating, hot water, cooking)

• Serious roof leaks, flooding, or storm damage

• Any issue that makes the property unsafe or unfit for occupation

If an urgent repair occurs outside business hours, please contact us immediately with an email and then follow-up with a phone call to our after-hours emergency line (details provided in your lease agreement).

Non-urgent repairs cover general maintenance or wear and tear issues such as dripping taps, sticking doors, or appliance faults. Ensure this request is reported to us in writing and your request will be addressed as soon as possible during regular business hours.

Reporting Maintenance Issues

If something in your property needs attention, please report it as soon as possible. You can do this through our Rental Portal or by contacting your property manager directly. To ensure we send the right tradesperson with the right parts on the first visit, we need you to be our eyes and ears on the ground.

When lodging a request, please be as detailed as possible, we request you include:

• The Problem: Clearly outline what has occurred (e.g., "The stovetop element on the back right burner is not heating up").

• Troubleshooting Completed: List any simple steps you've already taken (e.g., "Checked the fuse box, tried another appliance in the same power point, reset the power switch").

• Make and Model: If applicable, provide the brand and model number of the faulty appliance (e.g., "Bosch Dishwasher, Model SMS46KI00A"). This is often located inside the appliance door or on the back/bottom.

• Location and Access: Specify the exact location in the property and advise if a key or access code is required for the tradesperson.

• Photos/Videos: Whenever possible, attach clear photos or a short video showing the issue. A picture is worth a thousand words!

Access for Repairs

When maintenance is scheduled, we’ll always provide notice before contractors attend the property, except in cases of emergency. Please ensure access is available at the agreed time to avoid delays.

Caring for the Property

As a renter, you’re responsible for keeping the property clean, reporting maintenance promptly, and avoiding damage beyond normal wear and tear. Regular upkeep - like cleaning, light bulb replacements, and garden care (if applicable) - helps maintain a comfortable living environment.