What happens after you submit a maintenance request

Maintenance requests are a part of renting. Things break or stop working and, as a tenant, the onus is on you to let us know of any issues as soon as you can.

We break down maintenance requests into two categories: urgent and non-urgent. Urgent requests are usually problems that can cause harm to you or your family, or cause further damage to the property. These requests are handled immediately, 24 hours a day, 7 days a week.

For all non-urgent maintenance requests, here’s our procedure:

  • When we receive your written request for maintenance (remember you can fill out the form online) we formally record it in our system. Your work receives a work order number for easy reference, so we can keep track of its progress.
  • We then get in touch with the property owner to discuss your request. We only action non-urgent maintenance requests per the owner’s instructions. In some cases the owner may decide not to go ahead, though in most cases they do.
  • If we receive the go-ahead from the owner, we organise a contractor to carry out the work. The contractor is supplied with the work order number and your details. Generally they will get in touch with you to arrange a time that’s convenient to visit the property. If you’re not home, and you’re happy for them to do the work in your absence, we can arrange for them to collect keys from our office.
  • Once the work is completed, we’ll be in touch to follow up. If you have problems with the work that has been carried out, you should let us know immediately. If all is good, we’ll close out the ticket.

If you have any questions about maintenance requests, or what constitutes an urgent or non-urgent repair, please let us know. We’re happy to help.