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A repair request is one of the most common points of friction between renters and landlords, but most of it comes down to communication rather than conflict. Getting the process right protects you as a tenant and gives your landlord or agent everything they need to act quickly.
Work out what the problem actually is
Before you contact your landlord or property manager, take a few minutes to describe the issue clearly. Is a tap dripping constantly, or only when it’s turned on? Has a door stopped closing properly, or has it come off its hinge? Is there a damp patch on the ceiling, or active water coming through? The more specific you can be, the faster a tradesperson can be booked with the right equipment the first time.
Take photos or a short video if it’s safe to do so. Note when the problem started and whether it’s getting worse. This becomes your record if the request takes longer than expected to resolve.
Urgent and safety issues need immediate professional help, not a written request
Most repair requests can go through the normal process below. Some cannot wait. If you smell gas, see exposed or sparking wiring, notice a power point or switch that is hot to touch, or suspect a structural problem such as a sagging ceiling, a cracked support beam or a retaining wall that has visibly shifted, this is not something to raise through an email and wait for a reply.
- Gas smells: leave the property, do not use switches or naked flames, and call your gas provider’s emergency line or triple zero if there is any immediate danger.
- Electrical hazards: turn off power at the switchboard if you can do so safely, and call a licensed electrician or your emergency services.
- Structural concerns: stay clear of the affected area and get a licensed builder or engineer involved through your landlord or agent as a priority, not a routine job.
Still notify your landlord or agent afterwards so there is a record, but the immediate safety response comes first. These are exactly the kinds of issues that fall outside safe DIY territory. Reset a tripped switch if you know how, but never attempt to open a switchboard, touch exposed wiring or investigate a gas smell yourself.
Put ordinary repair requests in writing
For non-urgent issues, a phone call is a fine way to flag something, but always follow up in writing. Email or your rental platform’s messaging system both work well because they create a timestamped record. A written request should include:
- What the problem is, described plainly
- Where in the property it is
- When you first noticed it
- Photos or video if you have them
- Whether it’s affecting your ability to use the property normally
- A reasonable request for someone to attend, without dictating a specific tradesperson unless asked
Keep your tone factual and calm. Most property managers deal with dozens of maintenance requests a week, and a clear, well-documented one is easier to action quickly than a vague or frustrated message.
What a reasonable timeframe looks like
How quickly a repair should be actioned depends on how serious it is and on the specific rules in your state or territory, which set minimum standards and, for urgent repairs, often specific timeframes. Because these timeframes and definitions of “urgent” genuinely differ across Australia, it’s worth checking your state or territory’s residential tenancies authority for the exact rule that applies to you rather than assuming a national standard.
As a general practice, urgent repairs (things that make a property unsafe or unliveable, like a burst pipe, no hot water, or a broken lock on an external door) are expected to be actioned much faster than routine maintenance like a squeaky hinge or a chipped tile.
If nothing happens
If a reasonable amount of time passes with no response, send a polite follow-up referencing your original request and its date. Keep copies of everything. If the issue still isn’t addressed, your state or territory tenancy authority can advise on the next formal steps available to you, which may include a formal notice to remedy breach or an application to a tenancy tribunal. These processes vary by state, so check with your local authority rather than assuming the same steps apply everywhere.
A good working relationship helps everyone
Most landlords and agents want their property well maintained, since it protects their asset as much as it protects your living conditions. Framing requests clearly, keeping a paper trail and escalating urgent safety issues immediately, rather than trying to manage them yourself, is the most reliable way to get repairs handled properly and to protect yourself if a dispute ever arises.
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