Reporting Maintenance: Urgent vs Non-Urgent
What counts as urgent maintenance, what doesn’t, and how to report each so it’s fixed as fast as possible.
Maintenance is a normal part of every tenancy, and reporting it promptly protects both you and the property: small problems left unreported become big ones, and tenants can be responsible for damage caused by a fault they never mentioned. Here’s how to get things fixed quickly.
Urgent maintenance
Urgent repairs are faults that make the home unsafe or not reasonably liveable, or that are causing ongoing damage. If it’s an emergency threatening life or property (fire, gas leak, major flooding), call 000 or the relevant emergency service first.
- Burst pipes or serious flooding
- Total loss of electricity, gas or water supply (not caused by the provider)
- A failed hot water system
- Sewage overflows or blocked toilets where there is no second toilet
- Gas leaks or dangerous electrical faults
- Serious storm damage, or doors and locks that no longer secure the home
Non-urgent maintenance
Everything else (a dripping tap, a sticking door, a cracked tile, an appliance playing up) is non-urgent. Report it as soon as you notice it through any of our channels: SMS, phone call, WhatsApp, Messenger or WeChat. Photos help enormously: a clear photo of the fault usually means the right trade arrives with the right parts on the first visit.
What happens next
For urgent items we arrange the appropriate trade immediately. For non-urgent items, we obtain the owner’s approval and schedule a licensed contractor, who will contact you directly to arrange access. If a repair seems to have stalled, chase us. That’s what we’re here for.