Maintenance issues at your property:

To ensure we deal with your issues as fast as possible we use a maintenance platform called Tapi, that keeps you in the loop, and automatically updates you on the job’s progress :)

Please follow the instructions below using the Tenant Concierge to help us better understand your issue and ensure it’s sent to the best contractor ASAP.

After submitting a request you will receive email confirmation, where you can follow a link to “track” the progress. You can see when your property manager has actioned your request and which contractor it’s been assigned to.

Contractors will be provided with your contact details and will touch base with you to schedule a repair time that fits both your schedules.

We aim to action all maintenance requests on the same day they are reported, provided that they are sent to us by 5 pm and don’t require landlord approval. If a request is made after this time, we will strive to process it the following morning.


Timeframes for a contractor making contact:

The timeframes for resolving maintenance issues will vary depending on the urgency of the job and the assigned contractor. As a general guideline, here are our target timeframes for common issues

  • Appliance (oven & dishwasher) faults: Contact within 24 hours of reporting.

  • General plumbing work: Contact within 48 hours of reporting. Urgent issues such as a burst water main or no hot water should dealt with immediately.

  • General electrical work: Contact within 48 hours of reporting. Urgent issues such as power outages can be addressed the same day.

  • Non-urgent general maintenance work: Contact within 7 days of reporting.

  • Urgent maintenance work like roof leaks: Contact within 48 hours of reporting.

  • Heat pump servicing: Contact within 7 days of reporting.

  • Heat pump faults: Contact within 48 hours of reporting.

  • Garage door faults: Contact within 7 days of reporting.

Haven't heard from anyone within the estimated time frames:

We partner with a roster of trusted, many self-employed contractors who we rely on to provide quick and efficient service. However, due to their busy schedules, there may be instances when the above timeframes cannot be adhered to. We sincerely appreciate your understanding in these circumstances, and assure you that we are always striving to manage and resolve maintenance requests as quickly as possible.

In the event that these timeframes are not met, please don't hesitate to send a ‘reply’ to your property manager by following the “track your repair request'“ link that was emailed to you.