Maintenance
During the course of your tenancy, maintenance issues sometimes arise. Prior to lodging a maintenance request, please view the Maintenance Troubleshooting Guide which provides solutions to some commonly experienced maintenance problems.
To lodge a Maintenance Request please complete the maintenance request form online, or download the PDF file.
While you are responsible for keeping your property in good condition, repairs to the property might be our responsibility. If the property is damaged, you must inform us, even if you caused the damage to ensure the problem is fixed or to prevent further damage. You can lodge a maintenance request through our web site which will help us actively manage the enquiries we receive and ensure we are able to process your request as quickly as possible or, if it is an after-hours emergency, call us on 0499 700 216. We will respond as soon as possible. The following table outlines how long you should expect to wait before someone contacts you to arrange to fix the problem.
Expected Maintenance Timeframes
|
Class |
Example |
Response |
Contact (In order) |
|
IMMEDIATE (Health and Safety - Any fault which could lead to death or injury to persons or serious damage to property) |
Gas leak, live bare electrical wire, building damage, burst water pipe inside building, fire |
1 hour |
Emergency Services Utility Provider Horizon Housing Realty After-Hours Emergency Contact Number |
|
URGENT (Health and Safety and Functionality - any fault which could endanger health or result in extensive damage to property) |
Secure property after forced entry or damage, no lights and/or power, serious water penetration |
4 hours |
Horizon Housing Realty or After-Hours Emergency Number |
|
PRIORITY (Functionality - Faults which cause serious inconvenience to client) |
Blocked drains (minor), toilet cistern, broken locks on external doors |
24 hours |
Horizon Housing Realty |
|
NORMAL (Faults which cause inconvenience, or may in long term cause further damage |
Slow dripping taps, stove element not working, water hammer, doors jamming |
14 days |
Horizon Housing Realty |
Please note that the above is a guide for contact time frames, not how long it will take to have the problem fixed. Some of our properties are head leased, and in these cases the owners/agents might be responsible for repairs. While we will try our best to ensure repairs are completed on time, we cannot guarantee our third-party response times.
If repairs are your responsibility, you will be required to make payment for the outstanding invoice. Please note any repairs completed at the property must be to a tradesman-like standard.
If you vacate without paying for outstanding repairs which are the tenant’s responsibility, then this outstanding debt will be taken from your bond.
If the maintenance is the Property Owner’s responsibility, they will pay for all repairs.
|
Responsibility |
Item |
|
Property Owner |
Built in appliances (not tenant damage) |
|
Tenant |
Blocked drains |
Failure by the tenant to report maintenance items which incur further damages to the property or costs to the owner will be charged to the tenant accordingly.