Frequently asked questions
To keep our properties in good condition and help you stay safe in your home, our tradespeople and inspectors regularly undertake repairs, maintenance and upgrades. They also conduct property inspections and check your smoke alarms are working.
Our staff and contractors are committed to performing work safely and will continue to abide by NSW Government health guidelines as they change and evolve in relation to COVID-19.
I need a repair to my home – how can I request this?
You can report or follow up on outstanding repairs by calling our maintenance line on 1800 422 322 and pressing 1. This service is available 24/7, 365 days a year.
Report non-urgent repairs online via e-Repair.
We may still be experiencing some service disruptions due to contractors and tenants being affected by COVID-19, and we seek your patience if works are rescheduled.
What is an urgent repair?
- a gas leak
- an electrical fault that may cause injury
- leaking water or sewer pipe/s
- a blocked or broken toilet
- a broken window
- non-functioning or insecure door, lock or window
- a serious roof leak that causes substantial damage to furniture, carpets or other fittings
- an appliance or fixture (such as a tap) that is not working and is wasting a substantial volume of water.
If you have this type of fault, it’s your responsibility to act immediately – call the maintenance line on 1800 422 322 and press 1.
Can someone else request a repair that affects my home?
Yes. Another person can lodge a maintenance request on your behalf or on behalf of private owners of an adjoining property, especially when dealing with vegetation issues like dangerous overhanging trees.
What is planned maintenance?
It is non-urgent work or replacement of an item within a property, such as painting, replacing floor coverings, or upgrading a kitchen or bathroom.
These types of jobs are scheduled and packaged into works programs. It can take up to 12 months to complete non-urgent work.
How do I report a problem with my building’s lifts?
Our lift technicians attend to urgent matters as quickly as possible – within 30 minutes to 2 hours.
You should report any faults with a lift or lifts straight away by calling the maintenance line on 1800 422 322 and pressing 1, or using the lift maintenance call number shown on the panel inside the lift.
What’s being done to enhance fire safety?
We’re enhancing fire safety in buildings across our portfolio. Works undertaken include:
- fitting high-rise buildings with additional measures to reduce fire risk, such as fire hose reels and hydrants, early alert systems, sprinklers, fire indicator panels and smoke alarms
- performing annual inspections, to ensure building components and equipment, including fire safety measures, are functional and operational
- investing $15 million in upgrading and enhancing fire safety at 2,000 properties in 2021–22.
What happens before a contractor, inspector or one of staff members visits my home?
They will contact you to make an appointment. During the call, you will be asked pre-screening questions to ensure that you and your household are well and it is safe to attend.
At any time, if you or any member of your household are unwell or have recently tested positive for COVID-19, please tell the person contacting you, and they will advise if they can still attend. If they can’t, they will reschedule the appointment.
Contractors, inspectors and our staff abide by NSW Government Health Guidelines at all times when visiting your home.
What happens when a contractor, inspector or one of your staff members arrives at my home?
When they arrive, the person will introduce themselves and show you their identification. Before entering your home, they will repeat the pre-screening questions you were asked when the appointment was made to ensure everyone in your household remains well.
What can I do to keep safe when a contractor, inspector or one of your staff members attends my home?
You may:
- wish to move to another area or room to maximise social distancing
- open windows and doors to improve airflow and ventilation throughout the property before they arrive
- if possible, wear a mask for the duration of the visit.
Do I have to allow access to my home for repairs or inspections?
Yes. It’s important that you allow contractors and inspectors into your home to complete repairs and upgrade works, assess your property’s condition and test your smoke alarms. That way, we can ensure your home is well maintained and safe to live in.
You are required to provide access to your home for these activities in accordance with the Residential Tenancies Act 2010. However, if you or a member of your household are unwell or have been directed by NSW Health to self-isolate, please let the contractor or inspector know and they can reschedule the appointment.
We will always work with you to agree a mutually convenient time to visit your home. However, in some instances if you do not provide access to your home following a number of reasonable attempts by a contractor or inspector, the Department of Communities and Justice may be permitted to arrange access using a locksmith so the work can be undertaken, or they may apply to the NSW Civil and Administrative Tribunal for an order permitting access under the Residential Tenancies Act 2010.
Can I ask the person visiting my home to show their vaccination record before they enter?
Staff who attend your home to undertake inspections must be vaccinated and will be able to show you evidence of their vaccination status in the form of a letter on a NSW Government letterhead.
Our tradespeople, contractors and inspectors are encouraged to show you evidence of their vaccination status if asked, but they are not obliged to do so. Likewise, you may wish to share your vaccination status with them, but you are not required to do so.
Where can I get more information?
Call 1800 422 322 and press 1 for maintenance or 2 for Tenancy Services.