Emergency Procedure
We want every tenant to feel safe and supported in their home. If something goes wrong outside business hours, this page explains what to do.
If your issue is urgent
Text Deb on 0429 165 552 with the details below and I'll call you back as soon as I can:
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The property address
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Your name
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A brief description of the issue
To make sure genuine emergencies are dealt with quickly and safely, please also follow the steps below.
What counts as an emergency?
An emergency is something that poses a risk to safety or health, or causes (or will cause) serious damage to the property — for example burst pipes, gas leaks, dangerous electrical faults, storm or flood damage, a blocked or overflowing toilet (where it's the only toilet), or no water supply at all.
If it's not urgent (a dripping tap, a faulty appliance, a minor repair), please lodge a standard maintenance request and we'll attend to it during business hours.
Emergency steps
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Life-threatening emergency (fire, gas, injury, immediate danger): Call 000 immediately.
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Storm, flood, fallen tree, or structural/roof damage: Call SES on 132 500.
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Burst pipe or major water leak: Turn off the water at the mains tap. This is usually located near the front boundary by the water meter — turn the tap clockwise to shut it off.
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Gas leak or strong smell of gas: Do not turn any switches on or off and do not use naked flames. If safe to do so, turn off the gas at the meter, open doors and windows, and leave the property. Call ATCO Gas faults & emergencies on 13 13 52.
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Electrical fault, sparks, exposed wiring, or total loss of power: Turn off the main switch at the meter box. Check whether it's a wider outage by contacting Western Power on 13 13 51.
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Burst hot water system / no hot water with leaking: Turn off the water and power/gas to the unit.
After taking safety steps
Once you've made it safe, text Deb on 0429 165 552 as above. Photos or video help if it's safe to take them. We'll action your request as a priority.
Important: Tenants are responsible for any costs where damage is caused by your negligence or misuse.