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This guideline is aimed at providing guidance to renters in need of an urgent repair.

Urgent repairs, as defined under the Residential Tenancies Act 1997 (the Act), include the followings:

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
failure or breakdown of any essential service or appliance provided by the rental provider for hot water, water, cooking, heating, or laundering
failure or breakdown of a cooling appliance or service provided by the rental provider
failure or breakdown of the gas, electricity or water supply
failure or breakdown of any safety related device including a smoke alarm or pool fence
any fault or damage that makes the property unsafe or insecure, such as a pest infestation or the presence of mould or damp caused by or related to the building structure
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

If an urgent repair occurs during business hours Monday to Friday 9:00am to 5:30pm – Advise your property Manager immediately via email or from your PropertyMe app, and call our office on 03 9547 0345.

If an urgent repair occurs outside of normal business hours, on weekend or public holiday – You may contact one of the tradespeople listed below. Remember to promptly contact your Property Manager via email and from your PropertyMe app advising them of the urgent repair for which you’d engaged a tradesperson on the list.

Plumbing
& Gas

Trustworthy Plumbing Services 0412 082 677
Water Burst before the meter: SEW 132 812.
Gas Leak outside the rental property: Multinet 132 691.

Electrical
& Air Con

Avatar Electrical Services 1300 283 532
B Electrical 0411 712 229
Electrical Faults / Emergency before the meter box: United Energy 132 099

Locksmiths

KC Locksmith 0403 133 960
Lockmaster 0419 208 492

If you require a locksmith, you will be required to make payment to the Locksmith at the time of the call out, however you will be reimbursed for this should the call out be as a result of a faulty lock. Unfortunately, if you have locked yourself out or lost your keys, this will be at your own cost.

If any of the above tradespeople are not available, you can engage another local tradesperson to attend. Please note that any tradesperson used that is not on the above list will bill you directly and you will need to seek reimbursement through your Property Manager.

For all non-urgent maintenance issues, please notify your Property Manager via email or from your PropertyMe app and they will respond during business hours.

It is important that, when you make a call to any of the above listed numbers, you leave your full name, address and your return contact number as our tradespeople do not have access to our database.

IMPORTANT: If the repairs is classified as non-urgent and you use a tradesperson not specified in the list, you will be liable for all the cost related to this engagement.

About your Concierge...

Concierge is a great tool where tenants are able to ask hundreds of questions about their tenancy, rent, maintenance requests, rights, a wide variety of policies and information about their property manager.

Google assist is always ready to help. Best of all, at the end of the conversation, Property Realm will notify the property manager via email with the conversation log included. Realm notifies your property manager of any action they need to take and all of the data is entered into our property management system.

As tenants you will be able to have all the information you need in a fraction of the time, 24 hours a day 7 days a week on your mobile device in a natural and very easy way.

What can you do...?

You can interact with Concierge in may different ways including.
A Google Home or Mini, Website forms, Concierge Chat or Texting with your Concierge Mobile number.

“When is my rent due?”

“How much do I owe?”

“Is my rent up to date?”

“How much bond did I pay?”

“How can I get my bond back?”

“My clothes line is broken”

“I need some steps fixed”

“When does my lease expire?”

“When can I give notice?”

“I have a burst pipe”

“I have an electrical emergency”

“My toilet is overflowing”

“Can I get my rental ledger?”

“I need to prove my rental history”

“Can i get a number for a Plumber?”

“I have a water leak”

“My toilet is always running”

“Can you leave a message for my property manager?”

“When is my next inspection?"