Urgent Repairs & After Hours Emergencies

If your urgent repair is during business hours, Monday to Friday; 9:00am – 5:30pm, please call out office immediately on 03 9781 9600 and email your property manager directly. You can also refer to our Maintenance Troubleshooting Guide.

If your urgent repair is after business hours, over the weekend or on a public holiday, please follow the next steps:

1. Review your latest rental agreement to see whether your rental provider has a list of preferred trades for you to contact in the instance of repairs. Please check this first as a lot of rental providers have their own trade contacts or subscribe to RACV emergency home assist which will allow for up to 8 callouts per year.
2. If you cannot find any information in your rental agreement, email maddison.baxter@raywhite.com and you will receive an automated response with our preferred trades contact details. The list gets updated regularly, so please email to ensure you are getting the most up-to-date list of contacts available.
3. Call the relevant tradesperson to assist you with your repair. Our trades have completed a full induction with our property management team so they have a full understanding of what is deemed an urgent request. Please be respectful of our trades at all times, they will do their best to assist you in a timely manner.
4. Your property manager will then be in touch with you on the next business day to follow up on the progress of your maintenance request. Only urgent maintenance items will be attended to after business hours. For a comprehensive list of what is deemed an urgent repair, you can review the Consumer Affairs website.

Please bear in mind that, at times, parts or equipment may not be available over the weekend or on public holidays and may result in a small delay. The rental provider must action the repair within 24-48 hours of being notified, however extenuating circumstances cannot be helped in some instances and your patience and understanding is greatly appreciated.

Any repairs that are identified as renter misuse or damage, the rental provider reserves the right to pass on the invoice for payment. Invoices are issued through Ray White Chelsea and must be paid within 14 days of invoice.

Please Note: Only items deemed as URGENT under the Legislation will be responded to After Hours. Non-urgent matters will be referred to staff to respond during standard business hours.
Urgent repairs are:

A burst water service
A blocked or broken toilet (if only one toilet available)
A serious roof leak
A gas leak
A dangerous electrical fault
Flooding or serious flood damage
Serious storm or fire damage
A failure or breakdown of any essential service or appliance provided for water, hot water, cooking, heating or doing laundry
A failure or breakdown of any cooling appliance or service
A failure to comply with any rental new minimum standards – if the renter moved in after 28 March, 2021
A failure or breakdown of any safety-related device
A failure or breakdown in any appliance or fitting supplied by the rental provider that will result in a large amount of water being wasted
A failure or breakdown of the gas, electricity or water supply