After Hours Emergency Procedures

After Hours Emergency Procedures

What to do if the office is closed. 

The office emergency phone number is 0477 150 700 and ensure you have read below about what is an Emergency.

Please note that if you go ahead with a repair that IS NOT classified as an emergency, the owner is NOT obligated to pay for any expenses incurred. Additionally, if any maintenance is carried out at the property and found not to be the owner’s responsibility but as fault by the tenant you will be held accountable for any expenses.

EMERGENCY PLAN FOR TENANTS:

During your tenancy you may encounter an emergency situation. An emergency is defined as something that may cause more damage to the property, harm someone, or may cause more damage if left unattended. As our property managers are only contactable during office hours you will need to use the following procedure.

BREAK IN OR DAMAGE TO GLASS:

In the case of a break in you will need to contact the police. The police will then give you a police report number which you are required to give to the property manager as soon as possible. Without this number we cannot make an insurance claim and the cost of the repair will be at your own expense. If there is further damage besides glass damage to the property, please let the property manager know as soon as possible.
Below are the contact numbers for recommended glaziers. You may use these if you cannot get hold of the property manager.

• South Metro Glass 9455 5835
• Dependable Glass 9455 3069
  
  

 You may instruct the glazier to forward the invoice directly to our office.
 
If the glass breakage is the result of an act attributable to yourself, you may call a glazier to repair the broken glass, but the cost of the repair will be at your own expense.

HOT WATER SYSTEM STOPS WORKING:

If your property has a gas hot water system, check that the pilot light is on. If it is after hours and you cannot contact the property manager, please contact one of the following contractors.

For a Gas Hot Water System:

• Plumbcare (Olly) 0405 476 798
• The Drain Surgeon (Mark) 0437 000 257​ 

 
For a Electrical Hot Water System:

• Ziggy’s Electrical 6196 2212
• Integral Electrical 9455 3033
  
  

Please note if the issue is a major leak, please call one of the above stated plumbers.

ELECTRICAL PROBLEM THAT MAY CAUSE HARM TO TENANT:

You may contact the below electrician:

• Integral Electrical 9455 3033

LOST KEYS OR LOCKED INSIDE THE PROPERTY:

You may contact a locksmith directly however this is at your own cost. If you lose or lock your keys inside the property during business hours, you may come and collect our office set of keys to allow you access to the property. These keys must be returned to our office as soon as possible. Please do not contact your property manager after hours if you have locked yourself out of the property. Below is our recommended locksmiths.

• Lighthouse Locksmith 9455 3083
• Lock Stock & Farrell 6350 8500
  
  

SEVERE STORM DAMAGE/SEVERE DAMAGE TO PROPERTY:

In case of severe storm damage OR severe property damage please take the following steps; if during office hours please contact your property manager.

After hours please contact:

• SES (State Emergency Services) 1300 130 039

If anyone is injured, please call an ambulance on 000

If there are any burst water pipes at the property, please turn the water off at the mains and call one of the below recommended plumbers.

• The Drain Surgeon (Mark) 0437 000 257​
• Plumbcare (Olly) 0405 476 798
    

 If there is any urgent electrical damage, please turn the electricity off at the mains and call the below electricians.

• Integral Electrical 9455 3033

If there is structural damage to the property, electrical problems or flooding, we recommend you do not stay at the property. The property manager will contact the building insurer the next day, who will send an assessor and attend to any structural repairs.

The following ARE NOT classified as emergency repairs and MUST wait until the next working day to be reported:

• Small Leaks (Taps, Toilets, Hot Water Systems) if it is a small leak it can wait until the next business day.
• Air Conditioning not working.
• Changing your Routine Inspection.
• Fencing Down due to winds.
• Keys locked In House or Car/Stolen or Lost (Keys are your responsibility and you will need to contact a locksmith).
• Break In - Please report this to the police and ensure you have a Police Report Number.
• Smashed Windows - If you have Smashed or Broken windows and the cause is not from a Break In, then these are your responsibility to fix.
  
  
  

What Could be considered as an Emergency:

1. No Hot Water - Check your Hot Water System is lit if it is gas, Check your RCD's if it is electric - If still no Hot Water then contact the Emergency Phone Number and send a SMS, if that is not answered, then a Plumber if it is Gas, or an electrician if its Electric as per the attached procedures.

2. Blocked Toilet - If your property has more than ONE Toilet, then a blocked Toilet is not considered an Emergency and can wait until normal business hours returns. If ALL toilets are blocked, we would suggest trying to plunge the toilet/s first, if not successful then contact the Emergency Phone Number and send a SMS, if that is not answered then contact a plumber as per the attached procedures. 

3. No Power - Please check with Synergy on 13 13 53 to make sure there are no outages in the area, Check your RCD's, if one has tripped then make sure it is not one of your appliances that is tripping the RCD, if this not successful then contact the Emergency Phone Number and send a SMS, if that is not answered contact a Electrician as per the attached procedures. 

4. No Water - Please check your Main Water Meter and ensure no one has turned it off, contact the Water Corporation to ensure there are no Water Outages in your Area.

5. Burst Water Pipe - Please turn of the Water at the main meter and contact the Emergency Phone Number and send a SMS, if that is not answered contact one of our Plumbers in the attached procedures.