Urgent repairs
Some things simply can't wait.
This page is for urgent or emergency repairs that happen outside normal business hours and need attention before your Property Manager is available.
If there is an immediate threat to life, health or safety, call 000 first.
If there is no immediate danger but the problem may be an urgent repair, follow the steps below.
What to do
1. Make the situation safe
If you can safely prevent further damage, do so.
For example, if a pipe has burst and you know how to safely turn off the water supply, doing so may help prevent further damage while assistance is arranged.
Never put yourself at risk.
2. Check whether the repair is urgent
Urgent and emergency repairs are defined differently across Australia.
A broken dishwasher, dripping tap or faulty cupboard door may need attention, but generally doesn’t require an emergency trade to attend in the middle of the night.
Issues involving serious water leaks, gas, electricity, security, essential services, fire, flooding or an immediate safety risk are more likely to be considered urgent.
Check the information for your state below.
3. Find your approved emergency trade
Each Podium Property Manager has an approved list of emergency trades for the properties they manage.
Visit your Property Manager’s profile to find the correct emergency contacts for your property.
Using the nominated trade helps us make sure you’re dealing with someone trusted, qualified and familiar with our expectations.
4. Keep your Property Manager informed
Even if you’ve contacted an approved emergency trade after hours, please also lodge the issue through Ailo or PropertyMe.
Include what happened, any action taken, who you contacted and photos or videos where possible.
This means your Property Manager has everything they need to follow up with you when they’re back online.
What's considered urgent where I live?
Rental legislation differs across Australia. The information below is a simple guide to help you work out what to do next.
Always follow the requirements of your tenancy agreement and the legislation that applies in your state or territory.
Australian Capital Territory
Urgent repairs include things such as a burst water service, blocked or broken toilet, serious roof leak, gas leak, dangerous electrical fault, flooding, serious storm or fire damage, loss of gas, electricity or water, failure of essential hot water, cooking, heating or cooling services, and faults that make the property unsafe or insecure.
Tenants must notify the lessor or their nominated contact as soon as practicable and urgent repairs must be completed as soon as necessary, having regard to the nature of the problem.
If the lessor or nominated contact cannot be reached, or the repair isn’t dealt with within a reasonable time, ACT legislation provides a process for the tenant to arrange urgent repairs, subject to specific conditions and a cost limit.
New South Wales
NSW defines urgent repairs to include serious water leaks, blocked or broken toilets, gas leaks, dangerous electrical faults, serious roof leaks, flooding, storm or fire damage, loss of essential utilities or services, and faults that make the property unsafe or insecure.
Tell your Property Manager about the issue straight away.
If they cannot be contacted or the urgent repair isn’t addressed, NSW legislation allows tenants to follow the urgent repair process in their tenancy agreement, including using an approved repairer where applicable. Specific rules and reimbursement limits apply.
Victoria
In Victoria, urgent repairs include burst water services, blocked toilets, serious roof leaks, gas leaks, dangerous electrical faults, flooding, serious storm or fire damage, loss of essential services and other faults that make the property unsafe or difficult to live in.
Urgent repairs must be addressed immediately.
If the rental provider or Property Manager doesn’t respond promptly, Victorian renters may arrange an urgent repair costing up to $2,500, provided the legal requirements are followed. Different rules apply where the repair will cost more than this.
Queensland
Queensland calls these emergency repairs.
They include serious water leaks, blocked toilets, gas leaks, dangerous electrical faults, serious roof leaks, flooding, storm, fire or impact damage, loss of essential services, unsafe or insecure premises and certain other serious faults.
Your tenancy agreement should identify the nominated emergency repairer and who you should contact first.
If you cannot reach the appropriate contact within a reasonable timeframe, or the repair isn’t dealt with within a reasonable time, Queensland legislation allows emergency repairs to be arranged up to a maximum value equivalent to four weeks’ rent, subject to the required process.
South Australia
Urgent repairs, such as gas leaks, should be reported as soon as possible.
If an urgent problem isn’t addressed, South Australian tenants may be able to arrange for an authorised repairer to complete the work and provide the landlord with the invoice. Specific requirements apply, including the use of a licensed professional and documentation of the cause and work completed.
For anything urgent after hours, use your Podium Property Manager’s approved emergency trade contacts first.
Western Australia
WA separates urgent repairs into essential services and other urgent repairs.
Essential services include water, gas, electricity, hot water and sewerage. The landlord has 24 hours to arrange repairs to an essential service after being notified.
Other urgent repairs are issues that may cause damage to the property, injury or undue hardship or inconvenience. The landlord generally has 48 hours to arrange a suitable repairer and must ensure the work is completed as soon as practicable.
Tasmania
Tasmania distinguishes between urgent repairs and emergency repairs.
Urgent repairs generally involve essential services such as water, sewerage, electricity, heating, cooking and hot water. These need to be dealt with as soon as possible.
Emergency repairs involve property damage that is likely to become worse if it isn’t addressed quickly, such as a broken window following a storm.
If the owner cannot be contacted within 24 hours for an urgent repair, there are provisions allowing the tenant to contact the nominated repairer. Specific rules apply if no nominated repairer is available.
Northern Territory
The Northern Territory uses the term emergency repairs for serious issues including burst water services, blocked toilets, serious roof leaks, gas leaks, dangerous electrical faults, flooding, serious storm, fire or impact damage, loss of essential services and faults that make the premises unsafe or insecure.
NT legislation has specific processes for notifying the landlord, using nominated repairers, arranging repairs and seeking an order for emergency repairs.
Because those processes and timeframes are specific, contact your Property Manager or nominated emergency repairer first and refer to the current NT Consumer Affairs guidance before arranging work yourself.
What you can expect
Clear communication
You shouldn’t have to wonder what’s happening. We believe in keeping you informed and responding when you need us.
Simple maintenance processes
When something goes wrong, reporting it should be easy. We aim to make repairs and maintenance as straightforward as possible.
Respect and professionalism
A good rental experience starts with relationships. We believe tenants deserve to be treated with care, fairness and respect.
Support when you need it
Whether you have a question or need urgent assistance, our team is here to help.
Not sure if it's urgent?
If there’s an immediate safety risk, call 000.
For an urgent property issue after hours, use the approved emergency trade contacts listed on your Property Manager’s profile.
For everything else, lodge a maintenance request through Ailo or PropertyMe and your Property Manager will pick it up during business hours.
