For Renters

Maintenance and Repairs, handled properly

How to report an issue, what to expect, and what counts as urgent. Everything you need to know about maintenance at your rental property.

Reporting an Issue

Something Needs Attention? let us know

All maintenance and repair requests should be submitted in writing so there is a clear record. Contact us by email or through the PropertyMe portal, and we will respond promptly. For urgent matters, please also call us directly.

Types of Repairs

Urgent vs Non-Urgent, what is the difference?

Urgent Repairs

Urgent repairs must be addressed immediately, often within 24 hours. If you cannot reach us, you may arrange urgent repairs up to a set limit and claim the cost back. Please call us first.

Burst or seriously leaking water pipes or taps

Blocked or broken toilet (only toilet in property)

Serious roof leak or structural damage

Dangerous electrical fault or gas leak

Failure of heating in winter (below 14 degrees Celsius)

Failure of hot water service

Breakdown of cooking stove or oven

Fault or damage that makes the property insecure

Fault or damage likely to injure a person or damage property

Non-Urgent

Non-Urgent Repairs

Non-urgent repairs are those that do not immediately affect your safety or ability to live comfortably in the property. These must be attended to within 14 days of your written request. Examples include: dripping taps, broken window latches, minor plumbing issues, appliance faults that are not urgent, general wear and tear.

Your Rights

If Repairs Are Not Completed

If urgent repairs are not attended to promptly and you cannot reach us, you may arrange the repair yourself up to a prescribed limit (currently $2,500) and seek reimbursement. For non-urgent repairs, if not completed within 14 days of a written request, you can apply to VCAT for a repair order. Always contact us first and keep a record of all communication.

How It Works

Reporting a Repair, step by step

Submit Your Request in Writing

Email us at hello@ascensionrealestate.com.au or log your request through the PropertyMe portal. Describe the issue clearly and include photos if possible.

We Assess and Respond

We will acknowledge your request and confirm the next steps. For urgent matters, this happens immediately. For non-urgent repairs, we will confirm the timeline and arrange the appropriate trade.

Trade Arranged and Access Confirmed

We engage the right tradesperson and confirm access arrangements with you directly. You will receive appropriate notice before any entry to your home.

Repair Completed and Followed Up

We follow up to confirm the repair was completed to standard. If you have any concerns about the workmanship, contact us and we will address it directly with the tradesperson.