Emergency Information for Tenants

An emergency is defined as a situation that may cause harm to someone or may cause damage to the property if left unattended.
 
Urgent repairs fall into two categories: essential services and other urgent repairs. 
 
Essential services include:
  • repairs to a burst water service
  • gas leaks
  • broken hot water system
  • sewerage leaks
  • dangerous electrical faults.
Other urgent repairs are those that are not an essential service, but might cause damage to the premises, injure a person or cause undue hardship or inconvenience to the tenant/s. Any emergency or urgent repair work must be reported to our office within 24 hours of the event or the next business day. Our office can be contacted during normal weekday business hours and weekends.  
 

In cases of emergency and urgent repairs:

Monday to Friday: 8.30am to 5pm

Weekends: All hours

Phone: (08) 9446 6888

 
Once our office is notified all efforts will be made to ensure that the repairs are carried out as soon as practicable by a suitable repairer. A suitable repairer is someone who is suitably qualified, trained or licensed to undertake the necessary work, e.g. a licensed electrician or licensed plumber. If attempts to contact us and attain a response from our office on the above number are unsuccessful - within 24 hours for an essential repair and 48 hours for an urgent repair, the tenant is able to arrange for the repairs to be carried out by a suitably qualified repairer to the minimum extent necessary. The tenant will be provided with a reimbursement for any reasonable expense incurred for arranging repairs to be carried out and paying for those repairs. All receipts must be forwarded promptly to our office for reimbursement providing the situation was a real emergency.
 
Should an emergency occur after hours and it is not life threatening and the tenant is able to reside with the situation until the next business day (i.e. hot water system breaks down), we will arrange to have our contractor attend as a matter of urgency.
 
If the problem or situation is the result of the tenants, their visitor’s actions or is not deemed as urgent, then the tenants will be held responsible for the associated costs including the call out fees.
 
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Break-in or Damage to Glass (windows) 

  • Contact the Police Immediately and obtain a Police Report Number (for Insurance purposes). The police report number must be provided to our office as soon as possible. 

Police: 13 14 44 (non urgent/report for police attendance) or 000 (urgent police   attendance)

  • Please contact our Glazier: Glasscraft Phone: 9240 8311 or Mobile: 0438 384 441
 
Locks damaged during the break-in and the property is not secure:
 
  • Contact the Police immediately and obtain a Police Report Number (for Insurance purposes). The police report number must be provided to our office as soon as possible.
  • Please contact Houdini Lock Service on 0414 426 581
All other damages to the property will be assessed by the Property Managers.
 
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Hot Water System Stops Working (No Hot Water)

 
If it is a gas hot water system then check that the pilot light is on. If it is not on, then please ensure the gas is turned on at the meter box and follow the instructions on the hot water system to try to re-light the pilot light.
 
Please note: re-lighting a pilot light is not a matter of urgency and will result in the bill being invoiced to the tenant if a plumber is called out of hours.
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Gas Leak

 
Turn the Gas OFF at the mains immediately. Contact Alinta Gas on 13 13 52 to report the fault, as the problem may be within Alinta Gas’s area of responsibility.
 
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Electrical Fault or Problem (That may cause harm to the tenant)

 
Contact Western Power on 13 13 53 as there could be a fault in the area. 
 
Do not attempt to repair or attend to any electrical works yourself.
 
If the power lines have fallen or are causing harm, please contact Western Power immediately on the number above. If the situation is deemed as an emergency, then please contact an electrician if Western Power is unable to assist.
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Burst Water Pipe or Sewerage Blockage/Problems

 
Turn the water off at the mains immediately (ensure knowledge of where the water mains is located – usually to the side of the property within the garden).
 
Contact the Water Corporation on 13 13 75
 
If there is a sewerage blockage please be aware that if it has been caused as a result of the tenant or their visitor’s actions, then the tenant will be liable for the invoice. The plumber will advise our office of the cause of the blockage.
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Locked your Keys inside the House?

 
If you lock your keys inside the house during business hours, then you may collect the spare set from our office (it is up to you to get to the office during business hours). The keys will be signed out of our office and you will need to return them by 5pm the next business day.
 
Alternatively, you may contact Houdini Lock Service on 0414 426 581.
 
Please note: any costs associated with the locksmith attending due to the keys being locked inside or having been lost will be at your cost. Please do not depend on your property manager being able to attend to let you inside.
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Impact to the Building by a Motor Vehicle

 
In the event that this may happen:
  • Contact necessary emergency services such as Ambulance, Fire Department or Police if required.
  • Obtain Police Report number.
  • Call the SES on 1300 130 093 (State Emergency Service) if the property is exposed to the elements.
  • Burst water pipes – turn off at the mains immediately. Contact the Water Corporation and or the Plumber as mentioned above.
  • Electrical issues – call Western Power and or the Electrician noted on the previous page.

If there is structural damage or electrical problems then do not stay in the house. ________________________________________________________________

 

Severe Storm Damage

 
In the event that this may happen:
 
  • Contact necessary emergency services such as Ambulance, Fire Department or Police if required.
  • Call the SES ON 1300 130 093 (State Emergency Service) if the property is exposed to the elements.
  • Burst water pipes – turn off at the mains immediately. Contact the Water Corporation and or a Plumber.
  • Electrical issues – call Western Power and or an Electrician.
  • If there is structural damage or electrical problems then do not stay in the house.
SES must only be called if there is an issue with the property such as loss of roof tiles or fallen trees – not problems with any electrics.
 
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