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Maintenance requests

People are generally house proud and look after their home. But properties from time to time do need a little extra care. If something needs attention, we need you to provide:

• A clear and detailed description of the problem (including photos is often a great help).
• A written maintenance request. The easiest option is to log-in to our client portal and submit a maintenance request or complete our maintenance request form and email it to us. You can also post or hand deliver it to: RPM Property Management, Level 5, 52 York Street, South Melbourne VIC 3205.

We will contact your landlord for approval to complete the maintenance works.

Once approved, we will coordinate the relevant works to be carried out.

To do this, we need your permission to access the property. When you report the problem let us know if you would like us to make an appointment at a mutually convenient time or if we can use the keys we hold on your behalf to access the property.

We understand everyone is busy, so we’ll aim to make the process as simple as possible for you.

Self help advice

Sometimes we get requests that you could easily resolve yourself, just with a little help. We recommend having a look at our self-help advice before submitting your request. See below for trouble shooting of common maintenance issues. If you still can’t resolve the issue, please email your property manager.

Plumbing leaks

• Tap won’t turn off – turn the water off at the mains and call the office ASAP.

Blocked drains

• Sink – check that nothing is stuck in the drain and use ‘draino’ to unblock drain (can be purchased from any supermarket or Bunnings), or alternatively use a plunger (also can be purchased from Bunnings).
• Shower/bath – clean water outlet of hair and soap build up which can block water drainage, this should be done regularly to avoid build up and blockages.

Toilet

• Leaking toilet – regular mopping and turning off the tap between uses is adequate until the tradesperson arrives. Please email maintenance request to your property manager.
• Blocked or broken toilet – call the office before any further damage is caused.

Gas leak

• Turn the gas off at the mains and call the office ASAP to advise.

Water eruption

• Water bubbling out of the ground could be a serious problem and could lead to further complications. Phone our agency immediately as this is an ‘emergency’ matter.

Gas ducted heating

• If your gas heating is not working, check the pilot light is lit on the unit if not instructions will be on the hot water unit.

Hot water systems

• Burst hot water system – turn off water at the mains and call the office ASAP to advise.
• No hot water (gas hot water) – check the pilot light is lit on the unit, instructions will be on the unit. Also check to ensure that gas bottles are full (please note if we send a plumber out to the property to relight a pilot, tenant will be responsible for the cost).
• No hot water (electric hot water) – check the electric switchboard on the outside of the property to ensure that it is switched on (please note if we send an electrician out to the property and the issue is that listed above, the tenant will be responsible for the cost).
• Burst hot water system – turn off water at the mains and call the office ASAP to advise
  Note: remember a leaking hot water tap will cause poor supply of hot water and high electricity / gas accounts.

Faulty switches or fans

• Do not attempt to fix it yourself. Do not use switches. Contact our agency as soon as possible.

Hot plates

• Check if power is connected or check power box for tripped safety switch or blown fuse.

Air conditioner

• Check the unit is turned on outside. Check the meter board to ensure the power is switched on and that the fuse has not blown. Check that the filter is clean.

Lights

• Check power or fuse box. Ensure the power is on and the switch has not tripped. Also check that the globe has not blown by changing the globe (please note all globes are tenant responsibility to be replaced).

Power

• Check the safety switch and unplug appliances and identify if one is a problem. If so, reset the switch. If it trips again unplug all appliances from power points. Reset safety switch and plug in appliances one at a time until faulty appliance is located. If you have a fuse box check this for a blown fuse. If the safety switch has not tripped, contact your electricity supplier to check on power to the area.

General

• Serious roof leak or flooded property – call the office ASAP, try clean as much water as possible to prevent further damage to the property.

Emergency maintenance

• Emergency maintenance must be reported immediately. All emergencies must be reported by telephone as soon as possible and then also formalised in writing.

Reporting maintenance

• All maintenance must be submitted in writing. Email & letters/faxes are accepted.

TEXT MESSAGES WILL NOT BE ACCEPTED.

Please ensure with each maintenance request you title the email with your property address, attach photos/videos and note if you give permission for the relevant trades to use our office key or prefer that they contact you for access.