Emergency Repairs
In the case of an emergency, please call our office straightaway, and confirm with email if possible.
Emergency items are generally those that could cause injury to the tenant or damage to the property, and include:
- a burst water service or a serious water service leak
- a blocked or broken lavatory service
- a serious roof leak
- a gas leak
- a dangerous electrical fault
- flooding or serious flood damage
- serious storm, fire or impact damage
- a failure or breakdown of the gas, electricity or water supply to the property
- a failure or breakdown of an essential service or appliance on premises for hot water, cooking or heating.
- a fault or damage that makes the property unsafe or insecure
- a fault or damage likely to injure a person, damage property or unduly inconvenience a resident of the property
Should an emergency repair be required after hours you should contact the after hours service line on 07 40383800.
General Repairs
We require ALL repairs to be lodged in writing and submitted to our office. You can lodge written repair requests by emailing your Property Manager or by submitting a Maintenance Request Form on our website.
Some things to be aware of include:
Exposed wiring
Faulty power points and switches
Gas smell or odour
Damage to paving and pathways that could cause someone to trip
If you need to clean a property with high ceilings or light fittings that are hard to reach, please do so with care and use the appropriate equipment and do not do anything considered unsafe
Loose floorboards that could cause someone to fall through them and cause injury
Loose balcony railings, steps or decking woodwork
Loose or faulty locks, in particular entry doors and screen doors
Broken or cracked windows, and broken/loose window locks
Air conditioners
Please, regularly clean any filters and intake vents to ensure there is no build up of dirt and dust, and that the unit is able to draw in air effectively, not hindering performance, or in the worse case scenario, causing the unit to breakdown resulting in costly repairs and/or replacement. Please also note that if an air conditioner breaks down due to filters and vents not being kept clean, costs to rectify the damage or even replace the unit might be charged to you.
Strict No Smoking Policy
All properties have a strict ‘no smoking inside’ policy. If tenants still choose to smoke inside the property they will be responsible for specialised cleaning and deodorising of the inside of the property to reduce and eliminate unpleasant smoke odours. This can easily run into the hundreds of dollars, and will be charged to you.
Tenant Painting
It is company policy that you do not paint any part of the property yourselves. We have found in the past that some tenants have not painted the property to a professional standard, resulting in a professional painter being called in to rectify work. It is a policy that any painting can only be carried out by experienced, professional painters with our written permission.
Fixtures and Fittings
If you wish to install or remove any fixtures or fittings, you must request this beforehand, in writing. Your Property Manager will seek approval from the owner, and advise you of the outcome.
Smoke Alarms
Do not under any circumstances remove smoke alarms or remove the batteries from the smoke alarms in your rental property. If you think there is a problem with your smoke alarm, change the batteries. Changing of batteries in smoke alarms is your responsibility and, as a general rule, should be changed annually. If this does not resolve the issue, please report this to your Property Manager immediately. If after hours contact our office for 24 hours assistance. Smoke Alarms are put in place for the safety of the occupiers and the property, and it is legislated that they must be working at all times.
Picture Hooks/TV brackets
If you wish to install any new picture hooks or TV brackets please request permission, in writing, stating the type of hooks or brackets you wish to use. Please assess the type of walls that are in the property and the type of picture hooks or brackets that are suitable. We will advise you, in writing, before you are permitted to install appropriate picture hooks or brackets.
House Cracking and Movement
Please let us know if you notice any cracks to walls, ceilings and movement. If cracks were in place when you moved in, please let us know if you notice them worsening or growing larger. Please either report these in writing or point them out to us at the routine inspection.
Pot Plants
Please keep pot plants outside the property at all times. Pot plants placed inside on hard surfaces, tiles and floors like lino, may leave a circular indent, stains and damage. Pot plants placed on carpet areas run the risk of carpet rot underneath, should moisture overflow or escape even with plates and containers placed underneath to attempt to prevent this. Pot plants placed outside on tiled or paved areas must be raised to prevent staining to area.
General Cleaning
It is expected that the property be kept clean, and this is also a General Tenancy Agreement requirement.
Pay particular attention to:
Oven and Stove Tops
Please ensure that stove tops, grillers and ovens are kept free of burnt on food. Food, crumbs and spills when left long enough become burnt on, blackened and carbonised, making them very difficult to remove. Where gas applicable jets need to be cleaned regularly.
Please use care when using scourers as these may scratch and damage enamel surfaces. When cleaning stoves/ovens use a spray-on oven cleaner. Be sure to read and follow the product instructions carefully, as even though these types of products are very effective, they tend to contain harmful caustic fumes and require rubber gloves to be worn at all times when using the product. Please also check that the product is suitable to the type of surface you are applying this to, as some surfaces like stainless steel may become permanently marred/stained using an oven cleaner.
Exhaust Fans/Vents and Range hoods
Please ensure any vents and range hood filters are kept clean.
Ensure the exhaust fan cover is clean and kept free of grime build up. From time to time these should be taken down and removed to be soaked in hot soapy water, and then scrubbed clean. Please use extreme caution when removing these. If you believe this is unsafe (i.e. a high exhaust fan), then let us know so we can discuss this with the owner.
In the Wet Areas- Bathroom, Toilet and Laundry
Shower Screens
If you notice cracking to glass in shower screens or shower doors please report this to us immediately. Wired shower screen glass can crack under thermal expansion (consistent hot and cold temperatures) where as toughened glass usually only cracks if impacted (hit by something). If the shower screen is cracked due to impact damage, this will in most cases need to be paid by the tenant.
Blocked sinks/drains
Should a sink or basin become blocked, first try a drain cleaning product like draino. Be sure to follow the product instructions carefully. If the sink or basin is still blocked after treatment, please let us know so we can arrange for a plumber to attend to the problem.
Foreign objects down drains
Please take care not to allow children to place toys or other items down drains. If your property has a septic tank system, please do not flush foreign objects like sanitary products down the toilet. Septic tank systems are not able to process this type of material.
If a plumber is employed by us to clear pipes, drains, basins or sinks and it is determined that the blockage was caused by something considered foreign, this expense will be billed to the tenant for payment.
Loose tiles
Should you notice loose tiles to floors, walls, the shower recess or to tiles over the laundry trough etc, please be sure to let us know.
Water damage
Should you notice water damage, please let us know immediately. This can be identified by bubbling or peeling paint, or even water or mould marks, this will need attending to immediately to prevent further damage from occurring.
Taps leaking
Please report any taps leaking either from a tap head or tap handles. This includes washing machine taps. Sometimes washing machine taps will leak only when connected to automatic washing machine hoses as the tap water pressure exposes leakage in the taps.
Toilets leaking
Water trickling or leaking into the bowl from the cistern usually indicates a worn cistern washer and needs to be fixed by a plumber. Water left to trickle into the bowl continuously may inflate your water bill and therefore needs to be reported to us when noticed. Also leaking may occur to the tap behind the toilet.
Hot water system leaks
Should you notice the hot water service leaking from the valve or from the base of the unit please let us know. The leaking valve is usually fixable by a plumber, however water leaking from the base of a water storage unit usually indicates the unit has rusted through and may need replacement in the near future.
Lawn Maintenance
Please ensure that lawns are regular mowed and edged, keeping them neat and tidy. Should you wish to have someone regularly mow your lawn, let us know and we would be happy to recommend a service to you. This is at tenant cost. Weeding of gardens beds, inside lawns, paths, paving and other outside areas are the responsibility of the tenant. Trimming of bushes and shrubs in and around the garden are also the responsibility of the tenant.
Oil Drippage/Parking of Cars
Any cars parked on driveways, under carports and garages must have a drip tray placed underneath. Only if the vehicle does not drip any oil at all is a drip tray not required. Please also note that any visitors cars must be parked off the premises if they drip oil. Should oil drippage occur at anytime, this must be cleaned up immediately to prevent oil seeping in and permanently staining. Please note any permanent staining will result in compensation or costly cleaning/repairs being charged to the tenant. All vehicles, such as cars, motorcycles, caravans, trailers, boats and campervans are to be park in designated areas only. Please do not park on front lawns or body corporate designated common areas. Any damage caused to area’s is the responsibility of the tenant to rectify.
Swimming Pools and Outdoor Spas
If the property you are renting has a swimming pool and spa please pay attention to the following.
PLEASE DO NOT MAKE THE ASSUMPTION THAT YOU ARE ABLE TO INSTALL/ERECT A POOL OF ANY TYPE ON THE PROPERTY.
If you wish to have a pool of any size, it may require fencing due to legislation. You must first seek permission from the Lessor in writing for a pool. If permission is granted, it is then the responsibility of the tenant to ensure that ALL fencing requirements are met in accordance with relevant legislation. We recommend you contact the Queensland Government and your local Council for further information.
Pool/Spa Cleaning
A regular cleaning and maintenance service is provided for the pool or spa unless otherwise listed in your tenancy. However tenants are responsible for ensuring the skimmer boxes are kept clean, scooping excess leaves and general maintenance between services.
Please note it is a tenant responsibility to ensure that the pool/spa is kept topped up with water, and must not empty the pool/spa without written approval from us.
Any damage to the pool & equipment from lack of cleaning/maintenance will be charged to the tenant.
Pool chemicals will be supplied and maintained by a licensed contractor, at the tenants cost.
Pool/Spa covers, accessories, equipment and pool furniture
It is the responsibility of the tenant to maintain and keep in good condition any accessories, cleaning and maintenance equipment. This also includes any outdoor/pool furniture supplied. Pool cleaning/equipment must be kept out of the sun and stored responsibly. Supplied pool/spa covers must be neatly rolled or folded up and stored away out of the weather when not in use to preserve its lifespan and usefulness.
Pool/Spa Fences and Gates
We must be notified immediately if fences and gates are not functioning correctly, and the gate fails to self-close promptly when opened. State pool/spa regulations must be up kept at all times.