Our Tenant Concierge, assists you with reporting maintenance at your rental property. Simply chat with Tapi about each maintenance item you want to report, and they will guide you through troubleshooting the issue, provide user manuals (where possible) and ask questions to get the full picture ready to report to your Property Manager. 

During your tenancy, you may encounter an emergency maintenance or severe weather event that may require urgent repairs outside of business hours.

If an emergency situation arises during or outside of business hours (including public holidays), the following procedure applies:

1. TROUBLESHOOT
Complete Troubleshooting to ensure that the emergency repairs are not a result of Tenant / User Fault, or Temporary Service Disruption. The Tenant Concierge will assist you with troubleshooting if you are unsure.

2. CONTACT NOMINATED REPAIRER
Contact the appropriate trade from Nominated Repairers list and advise your name, property address, and explanation of the situation in as much detail as possible; the contractor will either further troubleshoot with you over the phone or arrange to attend to the repairs.

3. REPORT TO AGENT
Send an email to our agency, lodge a maintenance request in your Tenant Portal, or use the above Tenant Concierge, with a detailed explanation of the situation and any action that has been taken. Where possible, provide photos of the event or damage.

It is important that Emergency Maintenance is actioned quickly. As I am often out of the office completing tasks, it is recommended that all Emergency Maintenance is reported directly to the appropriate Nominated Repairer. 

SMOKE ALARMS
Phoenix Fire Protection
Ph: (07) 4795 7418
Switched On Electrical
Ph: 0439 714 007
ELECTRICIAN
Switched On Electrical
Ph: 0439 714 007
PLUMBER
Northern Plumbing
Ph: (07) 4723 4441
LOCKSMITH
Lock It Up Townsville
Ph: (07) 4728 3348

1) Emergency repairs are works needed to repair any of the following –

a) a burst water service or serious water service leak
b) a blocked or broken toilet system
c) a serious roof leak;
d) a gas leak;
e) a dangerous electrical fault;
f) flooding or serious flood damage;
g) serious storm, fire or impact damage;
h) a failure or breakdown of the gas, electricity or water supply to the premises;
i) a failure or breakdown of an essential service or appliance on the premises for hot water, cooking or heating;
j) a fault or damage that makes the premises unsafe or insecure;
k) a fault or damage likely to injure a person, damage property or unduly inconvenience a resident of the premises;
l) a serious fault in a staircase, lift or other common area of the premises that unduly inconveniences a resident in gaining access to, or using, the premises.

2) Also, emergency repairs are works needed for the premises or inclusions to comply with the prescribed minimum housing standards.

3) Routine repairs are repairs other than emergency repairs.