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After hours/emergency plan for Perth tenants

For urgent maintenance issues outside of office hours, please contact your property manager on their mobile. Contact details can be found hereIf they are unable to respond to you immediately, please leave a clear voice and text message outlining the maintenance issue, and provide your name, property address and contact number. Your property manager will respond to you within 24 hours.

Please note that if you arrange any repairs without prior permission from 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 fault, you will also be liable for any expenses incurred.

In all cases please attempt to contact your property manager on their mobile phone. 

WHAT CONSTITUTES URGENT MAINTENANCE?

Urgent repairs are those required to restore an essential service, or to prevent immediate 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 (e.g. broken window/door/locks)

EMERGENCY CONTACT INFORMATION

Police/Ambulance/Fire Service (life threatening only) – 000
Police – 13 14 44
State Emergency Service (SES) – 13 25 00
Alinta Gas – 13 13 52
Water Corporation – 13 13 75
Western Power – 13 13 51

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 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 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

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 on their mobile.

If you cannot contact your property manager, you may contact an after-hours glazier to attend and secure the property. Even if the glass cannot be repaired immediately, the glazier should be able to secure the property temporarily. Please ensure that you have obtained a police report number first so that the expense can be claimed on the owners’ insurance. Without this you may be held liable for payment of the glazier’s charges. Our recommended glazier is Prompt Glass 9330 5555.

You may instruct the glazier to forward their invoice directly to our office marked attention to your Property Manager. Please note that some glaziers may require payment while on site. If you are required to pay the glazier up front, please ensure that you obtain a receipt for reimbursement.

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.

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

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 13 13 58, 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 water 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 1300 130 039

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 water 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 1300 130 039

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 CONTACT INFORMATION

Police/Ambulance/Fire Service (life threatening only) – 000
Police – 13 14 44
State Emergency Service (SES) – 13 25 00
Alinta Gas – 13 13 52
Water Corporation – 13 13 75
Western Power – 13 13 51