Emergency or not? A tenant’s guide to urgent repairs

We’ve all encountered a home horror at some point: a clogged toilet, gas leak or coming home to the stench of a blocked sewer (and hopefully that’s the worst). 

But when it comes to the other daily inconveniences like a blown light bulb or minor tap leak, at what point should you reach for the phone to call your agent for help?

In rental properties, how and when repairs are conducted is determined by whether they classify as urgent or non-urgent. In NSW, The Residential Tenancies Act outlines this – and considers the following to be urgent repairs:

  • A burst water service or a serious water service leak
  • A blocked or broken toilet
  • A serious roof leak
  • A gas leak
  • A dangerous electrical fault
  • Flooding or serious flood damage
  • Serious storm or fire damage
  • A failure or breakdown of the gas, electricity or water supply to the premises
  • A failure or breakdown of the hot water service
  • A failure or breakdown of the stove or oven
  • A failure or breakdown of a heater or air-conditioner

While certain situations may not be clear cut, the line is often drawn at whether the repair classifies as normal wear and tear or as a safety risk, while the cause of the damage is taken into account too.

Emergency repairs

Should you encounter an urgent repair at your property during Prudential’s regular office hours (Monday to Saturday), you are required to phone our office and report the problem so that we can take immediate action to fix it. You will need to fill out a repair request form online to log the issue – but don’t worry, this can be completed after we attend to the problem.

Of course, some emergencies occur after hours – late at night, during a Sunday sporting event or upon waking up early in the morning. Tenants who require an emergency repair at these times can arrange for a qualified professional to attend the repair. You can find a list of tradespeople on the front page of your Prudential Real Estate Residential Tenancy Agreement, and rules about payment liabilities are explained in Clause 19 of the agreement (note that these differ depending on the nature of your repair).

What to do when you have a non-urgent repair

If you find yourself in need of non-urgent maintenance, it’s easy to notify your agent or landlord to put through a formal request so that this can be fixed. Just head to our online maintenance program PrudentialFIX (for Prudential Real Estate Campbelltown clients). Find out more about the program in our recent blog or to log an issue, click here.

Still unsure? Contact us today!

If you have a question or are seeking assistance about repairs or maintenance for your property, contact our Prudential Real Estate Campbelltown office today:

(02) 4628 0033 | [email protected]