Maintenance and repairs
The department relies on its tenants to keep their homes in good condition. As your lessor, the department provides a maintenance service and will make arrangements for any necessary repairs.
This maintenance service operates during office hours, and an emergency out-of-hours service is available.
What are my maintenance responsibilities as a tenant?
As a tenant, you are expected to look after your home and take precautions to protect the property.
You must:
- report any damage caused to your home;
- report problems such as roof and gutter leaks, unsafe stairs and broken windows;
- keep the garden tidy and mow the lawn regularly;
- remove unwanted rubbish;
- keep walls, floors, kitchen and bathroom surfaces clean;
- avoid using toilet blue in cisterns and bowls;
- do not flush bulky items, fat or oil down drains or toilets;
- avoid planting trees near sewerage and drainage pipes or near the house;
- do not try to repair serious electrical or plumbing work yourself;
- immediately report gas and water leaks and electrical faults; and
- report any white ant activity as soon as possible.
Who pays for maintenance work?
If repair or maintenance work is required:
- the department will pay for work resulting from fair 'wear and tear'; and
- you will be responsible for the full cost of repairs if you or your visitors cause damage.
An inspection takes place prior to you moving in and out of your home. When you leave, you will be required to pay for:
- any damage beyond fair 'wear and tear';
- fittings that are not left in a clean state; and
- animal scratches on doors or the yard is fouled.
When is maintenance carried out on my home?
Maintenance is carried out when it is reported, for example when a tap is leaking or a drain is blocked.
The department does not:
- change light bulbs;
- mow lawns; or
- maintain items you have installed (e.g. fans, screens).
Some maintenance, such as painting the inside of your home, is carried out according to a timetable determined by maintenance staff.
If maintenance staff need access to your home, if possible you need to:
- arrange for someone to be home; or
- leave keys with a neighbour; and
- secure any animals to ensure safe entry to the house.
Can maintenance staff enter my home?
If maintenance staff need to work on your home, the following will occur:
- you will be contacted by the department before any work is carried out;
- if you are not home when the officer calls, they will leave a card advising you of their contact details; and
- staff can only enter your home with your permission, unless it is an emergency situation.
The department will repair any damage caused by maintenance staff gaining access in an emergency situation.
What are my responsibilities when maintenance staff are in my home?
Maintenance staff must carry out their work in a safe, tidy and efficient manner. The only inconvenience you should experience is the temporary noise of their machinery or tools.
It is your responsibility to:
- ensure children do not hinder the work of maintenance staff;
- keep children safe; and
- remove personal belongings that could be damaged.
What is an emergency situation?
An emergency situation is when:
- lives or health are at risk; or
- property is at risk of damage.
In emergency situations, contact your local Department of Housing office or the after-hours service on 1800 808 107.
How long will I have to wait for a response to an emergency situation?
Responses to emergencies depend on the situation, but normally occur within four hours of your call. Work that is not an emergency will generally occur the next working day after it has been reported.
Self help tips
The following hints may assist you solve some maintenance problems before reporting them to the department.
No Electricity
- Check if your neighbours/street lights are working.
- Check the switchboard and see that the main switch is on.
- Older houses have fuses - replace any broken fuse wire with the same size wire. Power points use 15-amp wire, lights use 10 amp-wire.
Do not attempt the following if you are unsure:
- Check circuit breakers are turned on.
- If a safety switch is fitted, check that it is turned on.
Plumbing
- If your cistern is continually running, turn off the tap underneath.
- If you have a burst pipe, turn off the water mains.
- If the burst pipe is on the footpath, contact your local council.
- If your hot water system is leaking, turn off the tap at the hot water unit and turn off the power.
Gas
- If you can smell gas, turn off the supply at the meter or cylinder.
- Open all windows.
- Do not light cigarettes or fires.
Vehicle damage to the property
- Obtain the name and address of the driver who has caused the damage along with their vehicle make and their registration and insurer details.
- Report the incident to the local Police.
Break-ins
- If your home is broken into, contact the police to file an incident report.
- Do not tidy up until the police have investigated your property.
- Report any damage to your local Department of Housing office.
Fire
- If you smell or see smoke, call the fire brigade immediately.
- Ensure fire alarms are installed with fully charged batteries.
More information
For more information, see Looking after your home or view the Department of Housing office map for your local office's contact details.
Last updated 07 July 2005
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