After hours maintenance help

Urgent after-hours maintenance request information: 

If you have an urgent maintenance request as outlined in the list below and it is outside of office hours (9am - 5pm Mon - Fri) or during public holidays, please follow the procedure provided.
Please click on the link below, to the OUR TENANT portal to log the maintenance request and update the status to urgent.

OurTenant on the App Store Please note: All after hours maintenance MUST be logged on the Our Tenant App prior to contracting the contractors listed in this document.

Emergencies Defined

During your tenancy, you may experience an emergency. An emergency is defined as an issue that could cause further damage to the property; harm to individuals; or worsen if not addressed promptly.

 Examples of emergencies are listed below:

•    Broken or burst water pipes.
•    Blocked or broken toilet (if a second toilet is not available).
•    Serious roof leak or gas leak.
•    Dangerous electrical fault, dangerous power point, loose live wire, etc.
•    Flooding, rainwater inundation inside the property, or serious flood damage.
•    Serious storm, fire, or impact damage, e.g. impact by a motor vehicle.
•    Failure or breakdown of the gas, electricity, or water supply to the property.
•    Failure or breakdown of an essential service or appliance on the property for water 
•    Hot water service failure on a weekend, or long weekend ***please note that this is not considered an afterhours emergency if this occurs after 5pm on a weeknight
•    Fault or damage that makes the property unsafe or not secure.
•    Fault likely to injure a person, cause damage or extreme inconvenience.
•    Accidental Damage to Glass whereby it makes the property unsecured

BREAK IN OR DAMAGE TO GLASS

• Step 1:   Contact police via 13 14 44 and lodge a report (ensure you save the police report number) and email to your Property Manager should you suspect a break in.
• Step 2:   Contact the recommended glaziers below.

Joondalup Office
Action Glass 08 9249 2429

Rockingham Office
Waikiki Glass 0428 606 855 

• Step 3:  You may instruct the glazier to forward the invoice directly to our office 

Please note: If the glass breakage is the result of an act attributable to yourself, you may call a glazier to repair the broken glass but the cost of the cost of the repair will be at your own expense.
 

HOT WATER SYSTEM NOT WORKING

•    Step 1:  Check that the pilot light is on (see video below)

WATCH HERE  (This video is relevant for 99% of all gas storage hot water units)

WATCH VIDEO  (This is for a Bosch 10P)

•    Step 2:    If it is after hours, please contact the below;

On Tap Services 08 6206 6888 (24hrs)

LEAKING HOT WATER SYSTEM

• Step 1:  Turn off hot water system tap or switch and or/mains water.
• Step 2:  If cannot wait until the next business day, please contact the plumber         listed below.

Electrical / Gas hot water system:

On Tap Services 08 6206 6888 (24hrs)

ELECTRICAL PROBLEM

If your power has gone out/your RCD has tripped, please see trouble shooting page below before calling the after-hours number. 
WATCH TROUBLESHOOT VIDEO

Should the fault still exist, please log as urgent on your  TENANT APP  first before contacting our contractor below
 
State Electrical on:  0478 216 671 OR | info@stateelectrical.com.au

LOCKED OUT

• Step 1:    If you lose your keys or accidentally lock them inside the property during business hours, you may visit our office to collect our set of keys for access. These keys must be returned to the office as soon as possible.
• Step 2:    If you are locked out of the property, you will need to phone a licensed and insured locksmith.

***Please note that you will be responsible for the cost of attendance.

Below is the contact information for our recommended locksmith:

• Joondalup Office 

ASAP Locksmiths 08 9478 2669
A1 Locksmiths 08 9370 2943 

• Rockingham Office

Master Lock 0400 040 838


 
EMERGENCY CONTACT NUMBERS

• Life Threatening Emergency (Police, Fire, Ambulance): 000
• SES (State Emergency Services) to attend to damage caused by natural disasters/securing a property following storm/fire/flood etc: 132 500
• ATCO (Gas Faults or Emergencies): 13 13 52
• Western Power (Electrical Faults) 13 13 51

Please note:  if you proceed with any repairs that are not classified as an emergency, the property owner is not obligated to cover the costs. Additionally, if maintenance is carried out and it is determined that the issue is not the owner's responsibility but caused by tenant negligence, you will be held financially responsible for any associated expenses.