.png)
Emergency Repairs – What to Do
Need Urgent Help?
If you are experiencing a genuine emergency repair or an urgent issue affecting the safety or security of your rental property, please act promptly.
Loyal Keeper Group – 24/7 Urgent Reporting
1300 880 824
Our main property management number is available 24 hours a day, 7 days a week for urgent reporting.
Outside normal office hours, urgent matters are recorded and assessed through our after-hours system. Where the matter requires immediate escalation, a member of our Property Management Team will be notified so that appropriate action can be taken.
Immediate Danger?
If there is an immediate threat to life, serious injury, fire or another situation requiring emergency services:
Call 000 first.
Once everyone is safe, please notify Loyal Keeper Group as soon as reasonably possible.
Do not place yourself or anyone else at risk attempting to inspect or repair a dangerous situation.
What Is an Emergency Repair?
Under Queensland tenancy legislation, emergency repairs include:
-
A burst water service or serious water service leak
-
A blocked or broken toilet
-
A serious roof leak
-
A gas leak
-
A dangerous electrical fault
-
Flooding or serious flood damage
-
Serious storm, fire or impact damage
-
Failure or breakdown of the gas, electricity or water supply to the property
-
Failure or breakdown of an essential service or appliance for hot water, cooking or heating
-
A fault or damage that makes the property unsafe or insecure, including certain smoke alarm issues
-
A fault or damage likely to injure a person, damage property or unduly inconvenience a tenant
-
A serious fault in a staircase, lift or common area that significantly affects access to or use of the property
-
Repairs required for the property to comply with Queensland minimum housing standards
Repairs that do not fall within the legal definition of an emergency repair are generally treated as routine repairs.
[Maintenance & Troubleshooting Guide]
What Should I Do?
Step 1 — Make the Situation Safe
Only take reasonable steps that can be done safely.
For example:
-
Move people away from a dangerous area
-
Turn off the water supply if you know how to do so safely and a serious leak is occurring
-
Move personal belongings away from incoming water where safe
-
Keep people away from exposed or dangerous electrical equipment
-
Leave the area if you suspect a gas leak
Do not attempt electrical, gas, plumbing or other specialist repairs yourself.
Step 2 — Contact the Emergency Repair Contact
Please check your General Tenancy Agreement for the nominated emergency repair contact and first point of contact.
Unless your tenancy agreement specifically instructs you to contact a nominated repairer first, please contact:
Loyal Keeper Group
1300 880 824
Please provide:
-
Your name
-
Property address
-
Your contact number
-
A clear description of what has happened
-
Whether anyone is currently at risk
-
Whether water, electricity or gas is affected
-
Any steps already taken to make the situation safe
Step 3 — Provide Photos or Video Where Safe
If it is safe to do so, take photographs or video showing:
-
The source of the problem
-
The affected area
-
Any visible damage
-
The surrounding area
This can help our Property Management Team and the attending tradesperson assess the situation.
Do not delay urgent safety action just to take photographs.
After-Hours Emergency Reporting
Our 1300 880 824 number remains available outside normal office hours for genuine emergency repairs and urgent property safety or security matters.
When you call after hours, the matter will be recorded and assessed.
Where the information provided indicates that immediate escalation is required, a member of the Loyal Keeper Group Property Management Team will be notified.
Routine enquiries and non-urgent maintenance are not escalated to team members after hours and will be attended to during normal business hours.
What If I Cannot Reach the Emergency Contact?
Queensland tenancy legislation provides additional options where:
-
You have made reasonable attempts but cannot contact the appropriate emergency repair contact; or
-
An emergency repair has been reported but is not addressed within a reasonable time.
In these circumstances, a tenant may arrange for a suitably qualified person to carry out emergency repairs up to a maximum value equal to 4 weeks' rent.
Before arranging your own emergency repair, you should make reasonable attempts to contact the emergency contact specified in your tenancy agreement and keep a record of those attempts wherever possible.
If You Arrange an Emergency Repair Yourself
If you are legally entitled to arrange an emergency repair yourself:
Use a Suitably Qualified Person
The person carrying out the work must be appropriately qualified or licensed for the type of repair required.
For example, electrical work must be carried out by an appropriately licensed electrical contractor.
Keep All Records
Please keep:
-
The tax invoice
-
Receipt or proof of payment
-
Tradesperson's details
-
Description of work performed
-
Photographs where appropriate
-
Records of your attempts to contact the emergency repair contact
Notify Loyal Keeper Group as soon as possible and provide the relevant documentation.
Where you have paid for an emergency repair and are seeking reimbursement, the request should be made in writing with the relevant invoices and receipts.
Important — The 4 Weeks' Rent Limit
The legal limit for emergency repairs arranged under this process is currently the equivalent of 4 weeks' rent.
This does not mean that tenants should automatically arrange repairs up to this amount.
Where possible, contact Loyal Keeper Group first so that we can assess the situation and arrange the appropriate tradesperson.
Who Pays for the Repair?
Whether a repair is urgent and who is ultimately responsible for its cost are separate questions.
The property owner is generally responsible for repairs arising from matters such as fair wear and tear or problems with the property.
However, if damage was caused by the actions, misuse or negligence of a tenant or their guest, the tenant may be responsible for some or all of the repair cost.
If responsibility is unclear, the circumstances and available evidence will need to be assessed.
Do Not Arrange Routine Repairs Yourself
The emergency repair provisions do not apply to ordinary routine maintenance.
Please do not arrange your own tradesperson for a non-urgent repair unless you have received prior approval from Loyal Keeper Group.
Unauthorised routine repair costs may not be reimbursed.
For non-urgent maintenance:
Report Maintenance Through PropertyMe
[Maintenance & Troubleshooting Guide]
Examples: Emergency or Routine?
Serious water flowing from a burst pipe
Emergency
Call 1300 880 824 immediately.
Air conditioner not cooling properly
Usually Routine Maintenance, unless exceptional circumstances make the issue an emergency under Queensland tenancy legislation.
Submit through PropertyMe.
One light bulb has stopped working
Routine / Tenant Upkeep
Follow the Maintenance & Troubleshooting Guide.
Dangerous sparking from a power point
Emergency
Do not touch the power point.
Keep people away from the area and call 1300 880 824 immediately.
If there is an immediate danger to life or fire, call 000 first.
Minor dripping tap
Usually Routine Maintenance
Submit through PropertyMe.
External door cannot be secured
May be an Emergency Repair where the fault makes the property unsafe or insecure.
Call 1300 880 824.
Our Office Hours
Monday – Friday
9:00 AM – 5:00 PM
For routine enquiries outside office hours, please use PropertyMe or email:
For genuine emergency repairs and urgent property safety or security matters:
1300 880 824 – 24/7 Urgent Reporting
Official RTA Information
For current Queensland Government information regarding emergency repairs, tenant rights and repair procedures, please refer to the Residential Tenancies Authority.
Need Assistance?
Loyal Keeper Group Property Management Team
1300 880 824
info@loyalkeeper.com.au