Maintenance Guide

How to report maintenance

If your maintenance is during business hours, Monday to Friday, 9:00 am to 5:30pm, please email your property manager directly and provide as much information as possible along with an image or video of the issue. You can also refer to our Maintenance Troubleshooting Guide that you received when you first moved into the property. This will go through a list of the most commonly reported maintenance items we receive and you may be able to rectify the issue without the need for a tradesman’s call out.

Urgent Repair

If you need an urgent repair after business hours, over the weekend or on a public holiday, please contact a member of our team on as well as email your property manager directly.

Your property manager will then be in touch with you on the next business day to follow up on the progress of your maintenance request. Only urgent maintenance items will be attended to after business hours. For a comprehensive list on what is deemed an urgent repair, you can review the Consumer Affairs website.

The Difference Between Urgent & Non Urgent Repairs

Urgent repairs are defined by the law. Anything else is a non-urgent repair. A repair is non-urgent if the renter can continue to safely live in the property. Non-urgent repairs include things like a broken dishwasher or loose bathroom tiles.

Urgent repairs must be done immediately because they make the property unsafe or difficult to live in.

Anything on this list is legally defined as an urgent repair:

• 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
• an essential service or appliance for hot water, water, cooking, heating, or laundering is not working
• the gas, electricity or water supply is not working
• a cooling appliance or service provided by the rental provider is not working
• the property does not meet minimum standards
• a safety-related device, such as a smoke alarm or pool fence, is not working
• an appliance, fitting or fixture that is not working and causes a lot of water to be wasted
• any fault or damage in the property that makes it unsafe or insecure, including pests, mould or damp caused by or related to the building structure
• a serious problem with a lift or staircase.

RWL Preferred Trades List

MaintenanceMan / Builder

Emergency Services

Emergency services such as Police, Ambulance, CFA and SES may be more appropriate in some situations. If you are in immediate danger, please call 000 immediately.