Home Repairs and Maintenance

You must let us know if your house needs repairs or maintenance.

The Housing Trust is committed to ensuring that properties are well maintained to ensure the wellbeing of our tenants and their families.

We is responsible for maintaining the property and items such as cookers which are provided by the Housing Trust and we will repair anything that breaks as a result of fair wear and tear.

There are legal requirements that the Housing Trust must meet as a landlord as detailed in your tenancy agreement. Learn more here (link to Keys to your home)

In some cases you, as the tenant, may be responsible for a repair, this is usually where the damage is the result of actions or activities you have been responsible for. The Housing Trust can still organise the work needed but you will be required to meet the cost. Some more information is provided below under the heading ‘Rechargeable Repairs’.

Reporting a Repair

Repairs can be reported in the following ways

  • Anytime via using this website: click here to fill out the form (select Repair Request from the drop-down menu)
  • During office hours by calling 02 4254 1115
  • Out of hours (for emergencies only) by calling 1300 495 190

The timeframe in which work will be undertaken is determined by the type of repair.

 

Repairs & Maintenance Time Frames

Urgent

Timeframe: 4-24 hours

Repairs & Maintenance Covered:

Health, safety and security related emergencies such as but not limited to:

  • Electrical danger
  • Gas leakage
  • Significant water loss due to a major water pipe failure
  • Major sewer overflow inside the premises including internal common areas

 

Non-urgent

Timeframe: 24 hours

Repairs & Maintenance Covered:

A non-urgent responsive  repair and maintenance items which does not pose a health or safety risk nor has the capacity to cause significant inconvenience to the tenant, such as but not limited to:

  • Hot water system failure
  • Significant leaking tap
  • Broken window
  • Blocked sewer if more than one toilet available

 

Rapid Scheduled Maintenance

Timeframe: 5 Days

Maintenance Covered:

Maintenance which requires attention within 5 working days. Items which if unattended to may lead to more cost or damage or which causes inconvenience to the tenant such as:

  • Dripping taps
  • Cupboard doors off hinges
  • Oven replacement
  • Antenna/aerial not working

 

Scheduled Maintenance

Timeframe: 28 days

Maintenance Covered:

Maintenance raised from a tenant request but which is not critical, typically for general repairs and maintenance requests that cannot wait for the planned works such as:

  • Poor yard drainage
  • Windows and doors sticking

 

Emergency Repairs during office hours

If you have an emergency and require repairs between the hours of 9am to 5pm Monday to Friday: Call us on 02 4254 1115 and let us know. We will tell you what to do next.

Emergency Repairs outside office hours

Phone our dedicated out of hours repairs line on 1300 495 190.

This operates from:

  • 5:00 pm – 9:00 am Monday to Friday
  • 5:00 pm Friday  – 9:00 am Monday
  • Public Holidays

Our out of hours service is available for repairs that affect your health, safety and security.

Non-emergency repairs

If your repairs are not emergency repairs, let us know and we will keep you informed of decisions and progress. Once these repairs have been approved, they will usually be fixed within 28 days.

Feedback on Repairs

It is always helpful for us to know that repair work has been completed and hear feedback on how the contractor performed, both good and bad.  Please let us know (select Feedback form) how you think your repairs were managed.

Repairs That Aren’t Fixed

If your repair has not been fixed, or has not been fixed properly, please let us know.  

There may be a delay with the contractor or the contractor might not have been able to contact you. If you are not satisfied with our response you are able to seek advice from a tenancy service or from the Department of Fair Trading.