EMERGENCY PROCEDURES FOR TENANTS
During your tenancy, you may encounter an emergency situation. An emergency is defined as something that may cause more damage to the property, harm someone, or may cause more damage if left unattended. 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.
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
What is not classified as 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
What to do in non-emergency situations
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 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 system stops working:
This is not considered an item requiring an emergency repair. Please refer to the below trouble shooting guide. If the below suggestions are unsuccessful 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. Should this matter arise when the next working day does not fall within 24 hours of problem occurring please contact the preferred contractor below.
If it is a gas hot water system, check that the pilot light is on. Instructions are generally on the side of the hot water system itself.
Check with Alinta Gas there are no disruptions to the supply of gas in the area.
If your Hot Water System is Electric, check with Synergy that the supply of electricity to the area has not been disrupted.
Check the Electric Hot Water System Fuse/RCD in the meter box to see if still on. Water Leakage:
Our recommended plumber is NJ Archer Plumbing and Co 0405 930 693
OR Three60 Plumbing & Gas – 0420 429 009
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.
What to do in the following emergency 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.
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.
Our recommended glazier is Prompt Glass 0411 872 938.
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 or for units underneath the kitchen sink.
Inside the Property:
Shut the gas emergency control valve in the meter box. If the smell of gas is inside please open all doors and windows to the outside
Please contact our recommended Plumber.
Next business day contact your Property Manager and report issue, report to be in writing to your Property Manager
Our recommended plumber is NJ Archer Plumbing and Co 0405930693
Outside the Property:
Turn off the gas emergency control valve in the meter box
Ring Alinta Gas 24hr on 131352
Electrical Problems:
For any complete power failures, please contact Western Power or refer to their website first to determine if there is a fault in the area:
As all properties are now fitted with 2 RCD switches, a faulty appliance can trip the switch.
Turn off all appliances and unplug from power points then reset the RCD switch
Plug back in and turn appliances on one by one to see if one of these trips the RCD switch
If the power re-trips while turning on an appliance this indicates that particular appliance if faulty and needs to be removed/replaced.
Should the above not rectify the issue please contact our preferred contractor
Please note should there be a faulty appliance that is owned by the tenant that tripped the RCD then the tenant will be liable for the Electricians invoice.
Western Power on 13 13 51 / www.westernpower.com.au
Our recommended electricians are First Choice Electrics 0419 908 358
Fallen Power lines:
Contact Western Power IMMEDIATELY
Western Power on 13 13 51
Burst Water Pipe:
Turn off the water mains IMMEDIATELY. This is generally located at the front or side of the property. If you cannot find the water meter you can contact Water Corporation and they can assist you.
If the water leak is internal to the property please contact the plumber once the water has been isolated.
If the water leak is external to the property please contact Water Corporation.
Water Corp on 131358
Our recommended plumber is NJ Archer Plumbing and Co 0405930693
Severe Storm or Fire Damage or Impact to Building by Motor Vehicle:
These are emergency situations. Immediately take the following steps:
If there has been a personal injury, call an ambulance on 000
If there is a fire, call the fire department on 000
Call the Police and obtain a police report number.
If the property is open to the elements, call SES (State Emergency Service) on 1300 130 093.
If there are burst water pipe/s, turn off the water at the mains.
If there is any electrical damage, turn off the power at the mains.
If there is structural damage to the house, flooding or electrical problems, DO NOT STAY IN THE HOUSE.
Inform you Property Manager of the Damage/ Police Report number.
Your Property Manager will contact the building insurer as soon as practicable who will send
out an insurance assessor and attend to any structural repairs.
Severe Damage to Property (Explosion of Collapsed Ceilings):
This is an emergency situation. Immediately take the following steps:
If there has been a personal injury, call an ambulance on 000.
If the property is open to the elements, call SES (State Emergency Service) on 1300 130 093.
If there are burst water pipes, call the plumber listed on the previous page and turn off the water at the mains.
If there is any electrical damage, call the electrician listed on the previous page and turn off the power at the mains.
If there is structural damage to the house, flooding or electrical problems, DO NOT STAY IN THE HOUSE.
Inform your Property Manager of the damage.
Your Property Manager will contact the building insurer as soon as practicable, who will send out an insurance assessor and attend to any structural repairs.
