Emergency or Maintenance

If you are a HKY Real Estate tenant and require emergency maintenance view our useful guide on who to contact to request maintenance and when.

Table of Contents

General Repairs & Maintenance

Please report all general repairs and maintenance via email to rentals@hky.com.au.

Submit maintenance request

Emergency Repairs and After Hours Procedures

Sometimes you may be faced with an emergency or urgent maintenance situation. An emergency is defined as something that may harm someone or may cause further damage to the property if left unattended.

Our Property Managers can only guarantee to be contacted during working hours. If you are faced with an emergency/urgent maintenance situation, and are unable to contact them, listed below is information on items that are classified as an emergency/urgent maintenance situation and instructions on how to deal with this without the assistance from your property manager.

If an emergency occurs outside office hours, contact the after-hours phone number on (08) 9297 8199, leaving a message with your name, property address and reason for your call. This message is then forwarded to the on call staff member. In the unlikely event you have not received a response in a timely manner, below is the recommended course of action to take.

The Residential Tenancy Act states that we have 24 hours to act on engaging a contractor to attend the emergency repair and if we fail to do so in this time frame the tenant may arrange for the repairs to be carried out by a suitable repairer to the minimum extent necessary to affect those repairs.

Please note that if you are unable to get hold of your property manager after hours or the contractor recommended on this list below, you may source another contractor in the case of an emergency repair. If the maintenance is not urgent, please be advised the cost may be passed onto you.

Break In & Damage To Glass

1. Contact the Police and report the break in.

2. The Police will give you a Police Report number-you must report this to your Property Manager the next working day.

3. Without obtaining the police report number, the cost of replacing the glass will be invoiced to you.

4. If there is any other damage to the property besides glass damage, this must be reported to your Property Manager the next working day.

5. You may contact the following recommended glaziers to secure the property:

Balmain Glass – 0419 943 028 Or Ellenbrook Glass – 0418 912 525

You May Instruct The Glazier To Forward The Account Directly To HKY Real Estate.

If the glass breakage is the result of an act attributable to yourself, you may call the glazier to repair the broken glass; however, payment of the invoice must be made by yourself.

Hot Water System Stops Working

  1. If it is a gas hot water system, check that the pilot light is on.
  2. If the Hot Water System is gas, you may contact directly: Daniel – Dvf Plumbing – 0417 217 966
  3. If the Hot Water System is electric, you may contact directly: Neil – Carnaby Electrical – 0413 150 902

Gas Leak

For emergency gas faults, please phone ATCO – 13 13 52

You may contact our plumber if ATCO advises that a plumber has to attend:

Daniel – Dvf Plumbing – 0417 217 966

Electrical Problem That May Cause Harm To The Tenant

Please call Western Power – 13 13 51 for advice

Neil – Carnaby Electrical – 0413 150 902

Burst Water Pipe

Turn the water off at the mains immediately.

Daniel – Dvf Plumbing – 0417 217 966

Power Lines Fallen Down

Call Western Power Immediately – 13 13 51

Lost Keys Or Keys Locked Inside House

You may contact a locksmith directly; however, the tenant is responsible for payment of the account.

Impact To Building By Vehicle

  1. If INJURY to another person call an Ambulance – 000
  2. Call the Police and obtain a police report number.
  3. Call SES (State Emergency Service) – 13 25 00
  4. If there are any burst water pipes, call our plumber, and turn the water off at the mains.
    Daniel – Dvf Plumbing – 0417 217 966
  5. If there is any electrical damage, call our electrician and turn the power off at the mains.
    Neil – Carnaby Electrical – 0413 150 902
  6. If there is water damage to the carpets, call any of the recommended water extractors:
    Capital Steam Cleaners – 0420 481 765
  7. If there is structural damage to the house, flooding or electrical problems do not stay in the house.
  8. Your Property Manager will contact the building insurer the next working day, who will send an assessor and attend to any structural repairs.

Severe Storm Damage

  1. If INJURY to another person call an Ambulance – 000
  2. Call SES (State Emergency Service) – 13 25 00
  3. If there are any burst water pipes, call our plumber, and turn the water off at the mains.
    Daniel – Dvf Plumbing – 0417 217 966
  4. If there is any electrical damage, call our electrician and turn the power off at the mains.
    Neil – Carnaby Electrical – 0413 150 902
  5. If there is water damage to the carpets, call any of the recommended water extractors:
    Capital Steam Cleaners – 0420 481 765
  6. If there is structural damage to the house, flooding or electrical problems do not stay in the house.
  7. Your Property Manager will contact the building insurer the next working day, who will send an assessor and attend to any structural repairs.

Hot Water System Stops Working

  1. If INJURY to another person call an Ambulance – 000
  2. If there is a FIRE call the Fire Brigade – 000
  3. Call SES (State Emergency Service) – 13 25 00
  4. If there are any burst water pipes, call our plumber, and turn the water off at the mains.
    Daniel – Dvf Plumbing – 0417 217 966
  5. If there is any electrical damage, call our electrician and turn the power off at the mains.
    Neil – Carnaby Electrical – 0413 150 902
  6. If there is water damage to the carpets, call any of the recommended water extractors:
    Capital Steam Cleaners – 0420 481 765
  7. If there is structural damage to the house, flooding or electrical problems do not stay in the house.
  8. Your Property Manager will contact the building insurer the next working day, who will send an assessor and attend to any structural repairs.

Not Classified As Emergency Repairs

THE FOLLOWING SITUATIONS ARE NOT CLASSIFIED AS EMERGENCY REPAIRS AND MUST WAIT UNTIL THE NEXT WORKING DAY TO BE REPORTED TO THE OFFICE. PLEASE NOTE THAT IF YOU GO AHEAD WITH A REPAIR THAT IS NOT CLASSIFIED AS AN EMERGENCY, THE OWNER IS NOT OBLIGED TO PAY FOR ANY EXPENSES INCURRED.

  • Blocked Toilets (when there is a second unblocked toilet on the premises),
  • Stove / Oven not working,
  • General Repairs and Maintenance,
  • Blocked Pipes, Shower, Kitchen Sink (unless all plumbing backed up),
  • Hot water system going hot and cold,
  • Trouble with Reticulation,
  • Air conditioner not working,
  • Leaking Taps,
  • Pest Control

Pest Control Explained

Pest Control such as ants, mice, rats, cockroaches, flies, silverfish, earwigs etc. is the responsibility of the tenants and the owner is not obliged to pay for treatment. A recommended pest control company is:

ADAM ANT PEST CONTROL – 0422 009 904

The owner will pay for the removal of wasps or beehives; however, this is not classified as an emergency and you may contact your Property Manager the next working day to arrange the removal of any nests. This is also the case if you spot any white ants’ nests in or about the property.

In relation to problems with ants, mice, rats and cockroaches, it is recommended that you purchase treatments such as bombs and/or baits from the supermarket, and ensure that you place them in strategic locations to prevent cockroach infestation.

Safety Tips For Your Home If You Are Going Away On Holiday

Many tenants will be heading off on holidays during the year so here are some useful tips to help keep your property secure.

That noise you hear outside may not be Santa and his reindeer … but a criminal looking to relieve you of your spoils, as the festive season is prime time for home burglaries.

With the heat of summer inviting tenants to leave windows and doors open, coupled with the likelihood that presents beckon – temptation and opportunity can create rich pickings for thieves. Remember, most theft is opportunistic, and the criminals look for easy targets. These tips may help reduce your risk of becoming a victim of crime and leaving your property susceptible to theft and damage.

When At Home

  • Don’t leave windows and doors open; keep security doors locked at all times; secure sliding doors
  • Don’t advertise your new goods by putting the boxes in the recycling bin without tearing them up first and placing in the bottom of the bin
  • Don’t display presents near windows/doors
  • Remove tools, ladders, and gardening equipment from yards
  • Ensure decorations don’t obstruct or trigger the security systems
  • Tenants should also make sure they carry their own contents/renters’ insurance such as below

www.ebminsurance.com.au/personal-cover/tenant-cover.php

When You Go Away

  • Always inform the landlord/PM that you are going away and provide contact details; also let them know if you plan on having a friend/family member stay at the property while you are away (be mindful of your obligations when it comes to possession and security of the keys)
  • Stop deliveries (papers, post)
  • Set timers for lights and audible appliances (radio/TV) but don’t leave them on all the same time as it’s a sure-fire hint to a burglar that no-one is home; turn the volume on your home phone down so it can’t be heard from outside; forward calls to your mobile
  • Lockup really well and don’t forget to turn on the alarm if you have one
  • Never leave spare keys ‘hidden’ outside
  • Don’t announce holiday plans/updates on social media