In the case where damage has been caused due to extreme weather, for example flood or storm damage, please contact the emergency services in your area.
When you are reporting a repair to us, try to give us as much detail as you can. Please provide clear details of the issue, stating the exact nature of the fault or problem. The more we know about the problem, the easier it will be for us to fix it quickly.
Please ensure you allow contractors to access your property to undertake any repairs, inspections or maintenance required for your property.
The time it will take to complete your repairs will depend on the type of repairs that are required.
What is an urgent repair?
Urgent repairs are those that affect safety or security. This can also include the failure of an essential service.
These repairs will be attended to within 24 hours of your request.
- a burst water service
- a blocked or broken toilet system
- a serious roof leak
- a gas leak
- a dangerous electrical fault
- flooding or serious flood damage
- serious storm or fire damage
- a failure or breakdown of any essential service or appliance for hot water, water, cooking, heating or doing laundry
- the failure or breakdown of the gas, electricity, or water supply
- any fault or damage in the premises that makes the premises unsafe or not secure
- 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.
What is a priority repair?
We aim to attend to priority repairs before they turn into a more significant problem. These repairs will be attended to within 7 days of your request.
- a dripping tap
- a slow leak of the toilet or taps
- the trimming of shrubs or trees over 2 metres that could potentially be dangerous
- air-conditioner repairs
- repairs to locks and doors where doors cannot be opened or premises are not secure
- a faulty exhaust fan or range hood
- a blocked toilet, sink or shower in an en-suite bathroom
- a faulty cistern in an en-suite bathroom
- a broken window blind
- a broken intercom system/telephone/communications equipment
- a cracked window or shower screen
- pest control for apartment residents only
- light replacement in areas of low light, e.g. stairwells, bathrooms and toilets
- poor TV reception
- flickering lights
- overflowing gutters
- faulty front sensor lights.
What is a non-urgent (general) repair?
General repairs are repairs that are required to fix relatively minor damage, and that do not fit into the ‘urgent’ or ‘priority’ categories.
These repairs will be attended to within 14 days of request.
There are some things you are responsible for, like replacing light bulbs, garden maintenance, pest control and general house cleaning.
We understand that over time there will be some deterioration due to the normal ageing process and use of the property. This deterioration is called ‘fair wear and tear’ and you won’t be charged for repairs and maintenance related to this.
You will be responsible for the payment of repairs if someone in your household has caused damage to the property. Damage to the premises that is the resident’s responsibility includes:
- damage that is intentional
- failure to take care to prevent damage (neglect)
- failure to keep the premises in a reasonably clean condition
- failure to restore the property to the condition it was in at the start of the tenancy, after allowing for fair wear and tear.
The following types of damage are typical of incidents where the resident may be responsible for repair costs:
- broken windows, or punctured internal cabinet doors and walls
- burns or other damage to carpets that cannot be considered fair wear and tear
- broken and damaged clotheslines and hoists
- broken locks, lost keys or keys that have not been returned at the end of a tenancy
- damaged or missing doors and security screens
- damage to toilets and basins
- sewer chokes caused by items flushed down the toilet, such as sanitary pads, nappies or toys
- any costs associated with the removal of property such as furniture or vehicles left behind at the end of the tenancy
- any unauthorised or unsatisfactory additions or modifications made to a property.
Any repairs that are required as a result of criminal (intentional) damage by someone else will not be charged to you so long as you have reported the damage to the police and can provide a police event number.