Emergency Procedures – What to Do


In the event of an emergency repair during business hours, you MUST follow the outlined procedure to ensure prompt and effective resolution of the issue:

  1. Report the Emergency: Upon becoming aware of an emergency repair situation, immediately contact our agency by phone 07 5446 1208 or by emailing [email protected]. Provide as much detail as possible about the issue. Our agency will arrange for the necessary trades to attend to the repair on your behalf.
  2. Agency Coordination: The agency will coordinate with the appropriate trades to ensure swift action. We will also provide the selected trades with your direct contact details for effective communication.
  3. Defined Emergency Situations:
  • Burst water service or serious water service leak
  • Broken or blocked toilet (if no other usable toilets are available)
  • Serious roof leak
  • Gas leak
  • Dangerous electrical fault
  • Flooding or significant flood damage
  • Garage door fault
  • Serious storm, fire, or impact damage
  • Failure of gas, electricity, or water supply
  • Failure of an essential service or appliance
  • Damage rendering the property unsafe or insecure
  • Damage likely to cause injury, damage to premises, or inconvenience to residents
  • Serious fault in staircase, lift, or common area causing inconvenience to residents’ access or use
  • Fault leaving the property unsecurable, such as inability to manually close the garage door


  1. Emergency Outside Business Hours: For emergency situations occurring outside business hours (including public holidays), follow this procedure:
  • Contact the appropriate trade from the provided list of contacts on your lease agreement.
  • Clearly explain the situation in detail and arrange for the trade to attend to the repairs.
  • Send an email to your property manager with a comprehensive explanation of the situation and any actions taken.
  1. Tenant’s Right to Arrange Repairs: If you are unable to contact the agent or the nominated repairer to report an emergency repair, or if the repairs are not addressed within a reasonable time frame after notification, you may arrange for a qualified professional to perform the emergency repairs. However, always attempt to contact the agency first.
  2. Non-Emergency Repairs: If the repair situation is not classified as an emergency, and a tradesperson is still called out, the resulting invoice will be forwarded to you the tenant for payment. Please utilize the tenant portal or communicate in writing to your property manager for general maintenance issues that are not emergencies.

By adhering to this emergency maintenance procedure, we aim to address urgent repair needs promptly, ensuring your safety, property preservation, and peace of mind.


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