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After hours/emergency plan for Perth tenants

Please review the information below. For emergencies, contact your property manager on their mobile. If they are unable to respond to you immediately, then please follow the steps below as indicated. Please note that if you arrange any repair work without prior permission from the agent or work that IS NOT classified as an emergency, the owner is NOT obliged to pay for any expenses incurred and the tenant will be liable for the accounts. If any maintenance is carried out at the property that is later determined to have been caused by the tenant,  the owner will not be deemed responsible and  you will be held accountable for any associated expenses.

In all cases please attempt to contact your property manager on their mobile phone. Contact details can be found here

If they are unavailable when you call, please leave a voice mail message clearly identifying the property address and issue, and clearly articulate your best contact number. Please also send a text message advising of the emergency.

What constitutes an emergency?

An emergency constitutes a life-threatening or hazardous situation such as:

  • a gas leak/smell;
  • an electrical fault/exposed wiring;
  • a sewerage system fault;
  • damage from flooding, storm or fire;
  • impact to building by vehicle;
  • burst water pipes/flooding; and
  • a blocked toilet – if only one toilet in the property.

Emergency contact information

Police: 131 444 or 000

State Emergency Service (SES): 132 500

Alinta Energy: 131 352

Water Corporation: 131 375

Western Power: 131 351

What is not an emergency

The following are NOT considered as situations requiring emergency repairs and will not be attended to
outside of normal business hours. If you have a fault with any of the items below, you MUST wait
until the next working day to report the matter to our office.
All non-emergency repairs should be reported in writing. We recommend you email your property
manager immediately and then also call your property manager the next working day following
the incident.

  • Air conditioning problems
  • Hot water system problems
  • Blocked toilets (where there is a second toilet in the property)
  • Stove/oven not heating/working
  • General repairs and maintenance
  • Blocked drains, including shower, kitchen
  • Trouble with reticulation
  • Dripping taps

Keys lost if locked inside

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

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.

Hot water systems

This is not considered an item requiring an emergency repair. Please report the matter to our office on the next working day, during normal business hours. Repairs will be actioned as a priority once we are aware of the problem.

If your hot water system is a gas appliance, you can check that the pilot light on the hot water unit is a light and functioning correctly. Instructions are generally on the side of the hot water system
itself.

Please also refer to any user guides for the specific appliance that have been provided to you when leasing the property or can be found on the internet.

What to do in the following situations

Break-ins and damage to glass

Immediately contact police and report the break-in or damage.

The police will give you a police report number. You must provide this report number to the office the next working day for insurance purposes. Without the police report number the cost of replacing the glass will be invoiced to you. If there is any other damage to the property besides the glass or if the security of the property is compromised e.g. a door is broken and cannot be re-fixed/closed or secured temporarily, the glaziers may be able to secure this temporarily also.

If you cannot contact your property manager you may contact an after hours glazier to attend repairs. We would recommend using the yellow pages to attempt to find a local glazier. Please ensure you have the police report number before doing so, to ensure the expense can be covered by the owners insurance. Without this you may be held accountable for payment of the glazier’s charges. Our recommended glazier is Prompt Glass 9330 5555.

You may instruct the glazier to forward the account directly to our office-marked attention to your property manager. The glazier should be able to secure the property if the glass cannot be repaired immediately. Please note that some glaziers may require payment while on site. Ensure a receipt is issued for payments.

If the glass breakage is a result of an act attributable to yourself, 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 Property Manager the next business day.

Gas Leak

Locate the Gas Meter Box and immediately turn off the Gas to the property. This is generally
located at the front or side of the property.

Contact Alinta Gas immediately for assistance (13 13 52), then call your property manager to advise them of the issue.

Water Leakage

 Locate the Water Meter and immediately turn off the water to the property. This is generally
located at the front or side of the property.

If you cannot locate the Water Meter you can call the Water Corporation on 13 13 58 and they
can assist you.

If there is a leak to any piping, tap or reticulation that is more than a slow drip please ensure you report this to your property manager in writing to avoid any excessive water usage charges being incurred.

Major Electrical Problems Which May Cause Harm

Turn off any faulty or suspect appliances at the power point.

Turn off the power at the meter box. This is generally located to the outside from wall of the property in a metal box. There will be a MAIN switch which will need to be turned off.

Contact Western Power on 13 13 51

Advise your property manager immediately by calling their mobile and texting if not available.

Severe Storm Damage

This is considered an emergency situation only if the home is not secure or there is dangerous structural damage. In an event such as this, please take the following steps:

If an injury to yourself or another person call an Ambulance on 000

Call the Police and obtain a Police Report Number

Call SES (State Emergency Service) on 1300 130 039 if required

If there are any burst water pipes, TURN THE WATER OFF AT THE MAINS IMMEDIATELY

If there is any electrical damage, TURN OFF THE POWER IN THE MAINS BOX

Contact your Property Manager immediately

Impact to Building by Vehicle

This is considered an emergency situation only if the home is not secure or there is dangerous
structural damage. In an event such as this, please take the following steps:

If an injury to yourself or another person, call an Ambulance on 000

Call the Police and obtain a Police Report Number

Call SES (State Emergency Service) on 1300 130 039 (if required)

If there are any burst water pipes, TURN THE WATER OFF AT THE MAINS IMMEDIATELY

If there is any electrical damage, TURN OFF THE MAIN POWER IN THE METER BOX

If there is 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.