Maintenance Emergencies: What to Do, Who to Call & Who Pays

From Late-Night Leaks To Urgent Call-Outs — Here’s How Maintenance Really Works Behind The Scenes.

Let’s be honest — nothing quite interrupts your day like a message that starts with:
“Hi, I think there’s a problem…” 😅

Whether it’s a leaking pipe, no hot water, or the very concerning smell of gas, maintenance issues are part and parcel of renting and property ownership. But when something goes wrong, the big questions quickly follow:

👉 Is this urgent?
👉 Who do I call?
👉 Who’s responsible?
👉 And how quickly will this actually get fixed?

Let’s break it all down.

🚨 What’s Actually Considered “Urgent”?

Not all maintenance is created equal.

In Victoria, urgent repairs generally include things like:

  • Gas leaks ⚠️
  • Burst water pipes
  • No hot water or water supply
  • Electrical faults
  • Blocked or broken toilets
  • Serious roof leaks
  • Dangerous structural issues

Basically, if it’s unsafe, causing damage, or making the property unliveable, it’s urgent.

A dripping tap? Not urgent.
No heating in the middle of winter? Very urgent 🥶

👀 First Things First — What Should You Do?

If you’re a tenant:

  • Assess the situation – Is it urgent or non-urgent?
  • Notify your property manager immediately
  • If it’s after hours and urgent, follow the emergency contacts provided

👉 And please — include photos when reporting maintenance!
Photos help us understand the issue faster, send the right trade the first time, and avoid delays (plus it saves a lot of back-and-forth emails 🙌).

👉 Important: Don’t just “wait and see” — small issues can turn into big (and expensive) ones very quickly.

📸 Why Photos Matter More Than You Think

It might seem like a small thing, but including photos can genuinely speed up the entire process.

From a property management perspective, a clear photo can:

  • Help us identify the issue instantly
  • Avoid sending the wrong trade
  • Allow us to give clearer information to the owner
  • Sometimes even allow a trade to quote without attending first

👉 No photo = more questions
👉 More questions = more time

Even simple issues can look very different depending on the cause — and that’s exactly what trades need to understand before attending.

Think of it as giving everyone involved a head start.

🧰 Who’s Responsible?

This is where things can get a little confusing — so here’s a simple breakdown:

🏠 Owner (Landlord) Responsibility

The owner is responsible for:

  • Repairs to the property itself (plumbing, electrical, structure)
  • Appliances included in the lease (oven, heater, etc.)
  • Ensuring the property is safe and compliant

💡 In short: if it’s part of the property, it’s usually the owner’s responsibility.

🧑‍🔧 Tenant Responsibility

Tenants are responsible for:

  • Damage caused by misuse or neglect
  • General upkeep (e.g. keeping the property reasonably clean)
  • Reporting maintenance issues promptly

👉 We also ask tenants to do a small amount of basic troubleshooting where possible before reporting an issue.

This isn’t about fixing the problem — just checking the obvious things first, as sometimes the solution is simple and can save time for everyone.

For example:

  • Heater not working → check the power is on and settings are correct
  • No hot water → check the system hasn’t tripped or been turned off
  • Lights not working → check bulbs or safety switch
  • Dishwasher or oven → check the switch at the wall

You’d be surprised how often it’s something small (and easily fixed on the spot!).

👉 Of course, if you’re unsure — report it anyway. We’re always happy to guide you through it.📋 Property Manager Responsibility

This is where we come in.

A property manager’s role is to:

  • Coordinate repairs
  • Engage qualified trades
  • Obtain quotes where required
  • Communicate between tenant and owner
  • Ensure everything is handled in line with legislation

We’re essentially the middle point — making sure things move forward (and chasing when they don’t!).

⏰ What Happens After Hours?

Here’s something many people don’t realise:

Most real estate offices operate Monday–Friday, 9:00am–5:00pm.

So what happens if something goes wrong at 8:30pm on a Sunday?

👉 If it’s urgent, tenants can:

  • Contact emergency trades listed in their lease
  • Or follow the agency’s after-hours emergency process

👉 If it’s non-urgent, it will be attended to the next business day.

⏳ How Long Does It Take to Fix Things?

This is probably the biggest frustration — and fair enough.

Here’s a realistic breakdown:

Urgent Repairs

  • Actioned as soon as possible (often same day)
  • Trades contacted immediately
  • May still depend on availability (especially after hours)

Non-Urgent Repairs

  • Typically attended within a few days to a couple of weeks
  • Depends on:
    • Owner approval
    • Trade availability
    • Scope of works

⚠️ What Can Cause Delays?

This is the part no one loves… but it’s important to understand.

Common delays include:

  • Waiting for owner approval
  • Obtaining multiple quotes (especially for larger works)
  • Trade availability (good trades are busy)
  • Parts needing to be ordered
  • Access issues (tenant availability, keys, etc.)

💬 It’s rarely a case of “nothing is happening” — it’s usually a case of multiple steps happening behind the scenes.

🧠 Why Some Jobs Aren’t a “Quick Fix”

Not every repair is straightforward.

Sometimes what looks like a simple issue can turn into:

  • Further investigation
  • Specialist reports (like structural engineers)
  • Multiple trades being involved

👉 For example:
A crack in a wall might not just be cosmetic — it could require further assessment before any work can even begin.

This is where patience (and good communication) becomes really important.

😅 A Quick Reality Check

If you’ve ever thought:

  • “Why isn’t this fixed yet?”
  • “Surely this is a quick job?”
  • “Can’t someone just come today?”

You’re definitely not alone.

But maintenance often involves:
Diagnosis → Approval → Booking → Completion

And sometimes… step one alone isn’t as simple as it sounds.

🏡 At Us Real Estate…

At Us Real Estate, we believe handling maintenance isn’t just about fixing problems — it’s about managing the process clearly, calmly, and efficiently.

From urgent call-outs to everyday repairs, we work to ensure:

  • Tenants feel heard and supported
  • Owners feel informed and in control
  • And issues are handled as quickly and smoothly as possible

Maintenance can sometimes feel stressful (and occasionally a bit chaotic 😅), but our role is to bring structure, communication, and solutions to the table.

Whether you’re:

• A landlord unsure what you’re actually responsible for
• A tenant wondering what counts as urgent
• Or thinking “how does this whole process even work?” 🤔

We’re always here to help guide you through it — no confusion, no guesswork.

Your Property Management Team

📞 Tamika Thurgood – 0401 431 484
✉️ [email protected]

📞 Monique Robins – (03) 8762 0128
✉️ [email protected]

✨ Here’s to fewer surprises, faster fixes, and maintenance that’s handled the right way — with the right people, at the right time. 🏡