Tenant Information A guide to dealing with after hours emergencies

For urgent maintenance issues outside of office hours, Please contact RentPro Property after hours property manager on 0422 314 634.  If they are unable to answer your call, please leave a clear voice and text message outlining the issue, and provide your name, property address and contact number.  They will return your call within the hour.

Please note that if you arrange any repairs without prior permission for the Agent, or if the repairs are NOT classified as being of an urgent nature, the owner is NOT obligated to pay for any expenses incurred.  And you will be liable for any invoice/s.  If any maintenance is carried out at the property and you are found to be at falut, you will also be liable for any expenses incurred.

In all cases please attempt to contact the RentPro after hours property manager on 0422 314 634

WHAT IS URGENT MAINTENANCE?

Urgent repairs are those required to restore an essential service, or to prevent harm/injury, and/or damage to a property.

Essential services include:

  • Water supply (including hot water)
  • Electricity supply
  • Sewerage management system

Examples of situations requiring urgent repairs include:

  • Gas leak/smell
  • Leaking hot water system/no hot water
  • Blocked toilet – if only 1 toilet in the property
  • Burst water pipes (not including reticulation)
  • Damage from flooding, storm or fire
  • Impact to building by vehicle
  • Break-in where the security of the building is compromised (eg. Broken window/door/locks)

EMERGENCY CONTACT INFORMATION

Police/Ambulance/Fire (life threatening only) – 000

State Emergency Service (SES) 13 25 00

Western Power – 13 13 51

Water Corporation – 13 13 75

Alinta Gas – 13 37 02

WHAT IS NOT CONSIDERED URGENT MAINTENANCE

The following situations are NOT considered urgent and will not be attended to outside of normal business hours.  If you have a fault with any of the items below please report the matter via our maintenance request form for review on the following working day.

  • Air Conditioning not working
  • Blocked toilet (where there is a second toilet in the property)
  • Blocked drains including showers and basins
  • Cooktop/oven not heating/working
  • Reticulation leaks
  • Dripping taps
  • Loss of electricity to part of the home.

KEYS LOST OR LOCKED OUT

If you lose your keys or lock them inside during business hours, you may request a loan of the agent’s set of keys.  You will be required to provide adequate identification showing that you are an occupant of the property ie. Named on the lease agreement.  Keys borrowed must be returned to our office within 1 working day.

If you need access to the property outside of business hours you may contact a locksmith directly yourself, however as the tenant you will be responsible for payment of any charges incurred.  Please note that our property managers do not have access to keys outside of office hours.

HOT WATER SYSTEMS

Should you lose hot water please check the following before contacting your property manager:

Gas hot water system:  Check that the pilot light is lit.  Instructions on how to light the pilot light are usually on the hot water unit.

Electric hot water system:  Check that the main switch and/or circuit breaker on the main power board is switched on.

Please also refer to any manuals for the specific appliance that may have been provided to you at the commencement of the tenancy, or may be found on the internet.

BREAK INS AND DAMAGE TO GLASS  GAS LEAK  BURST PIPE (non-reticulation)

Immediately contact police and report the break in or damage.  The police will provide you with a police report number.  You must provide this report number to the office on the next working day for insurance purposes.

If the security of the property is compromised, ie. A window and /or door are broken and cannot be secured closed, please contact your property manager or the after hours property manager.

If the glass breakage is a result of an act attributable to yourself or guests, you may call a glazier to repair the broken glass, however payment of the invoice must be made by yourself.  Please ensure you also report this issue to your property manager on the next working day.

GAS LEAK 

Locate the gas meter box and immediately turn off the gas to the property.  This is usually located at the front or side of the property.

BURST PIPE (non-reticulation)

Locate the water meter and immediately turn off the water to the property.  This is usually located at the front or side of the property.  If you cannot locate the water meter you can call the water corporation on 131358. And they can assist you.  Then contact your property manager to report the situation.

For any slow leaks such as trickling/dripping taps or broken reticulation, please ensure that you report this to your property manager via our online maintenance request form.

SEVERE STORM DAMAGE

This is considered an emergency situation only if the home is unable to be secured or if there is dangerous structural damage.  In an event such as this, please take the following steps:

  • In the event of injury to yourself or another person, call an Ambulance on 000
  • If there are any burst pipes, TURN THE WATER OFF AT THE MAINS
  • If there is any electrical damage, TURN THE POWER OFF IN THE MAINS BOX
  • If there is major structural damage such as a collapsed or falling roof, call the SES (State Emergency Service) on 13 25 00

If there is major structural damage to the house, do not enter the property.  It may be necessary for you to seek alternate accommodation.  Please contact your property manager immediately and they will advise the best course of action.

IMPACT TO BUILDING BY VEHICLE 

This is considered an emergency situation only if the home is unable to be secured or there is dangerous structural damage.  In an event such as this, please take the following steps:

  • Call the Police and obtain a Police Report Number
  • In the event of injury to yourself or another person, call an Ambulance on 000
  • If there are any burst pipes, TURN THE WATER OFF AT THE MAINS
  • If there is any electrical damage, TURN THE POWER OFF IN THE MAINS BOX
  • If there is major structural damage such as a collapsed or falling roof, call the SES (State Emergency Service) on 13 25 00

If there is major structural damage to the house, do not enter the property.  It may be necessary for you to seek alternate accommodation.  Please contact your property manager immediately and they will advise the best course of action.

EMERGENCY CONTACTS

Police/Ambulance/Fire (life threatening only) – 000

State Emergency Service (SES) 13 25 00

Western Power – 13 13 51

Water Corporation – 13 13 75

Alinta Gas – 13 37 02