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Maintenance Responsibility & Troubleshooting Guide

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Maintenance Responsibility & Troubleshooting Guide

Before You Report a Maintenance Issue

Loyal Keeper Group wants maintenance issues to be identified, reported and resolved as efficiently as possible.

Some problems require a tradesperson immediately, while others may be resolved through a simple and safe check.

This guide will help you:

Understand common maintenance responsibilities
Complete basic troubleshooting safely
Know when to submit a maintenance request
Know when an issue may require emergency action

If you are unsure, please report the issue rather than allowing a problem to become worse.

How to Report Maintenance

For all non-urgent maintenance, please submit a request through the PropertyMe Tenant Portal.

When reporting an issue, please include:

A clear description of the problem
When you first noticed it
Photos or video where appropriate
Photos of the surrounding area
Appliance make and model details where relevant
Any troubleshooting steps you have already completed
Relevant access information for a tradesperson

Report Maintenance Through PropertyMe

Please do not arrange your own routine repairs or engage a tradesperson unless you have received prior written approval from Loyal Keeper Group.

Emergency Repair?

Do not rely only on a PropertyMe request if you are experiencing a genuine emergency repair or an urgent issue affecting the safety or security of the property.

Call 1300 880 824

24/7 Urgent Reporting

Emergency Repairs – What to Do

Who Is Responsible?

Responsibility for a repair depends on the cause of the problem.

Property Owner / Manager Responsibilities

The property owner is generally responsible for maintaining the property and inclusions in good repair and ensuring the property continues to meet Queensland minimum housing standards.

Examples may include:

Hot water system failure through normal use
Roof or structural leaks
Fixed electrical faults
Plumbing system faults
Water pipe leaks
Oven or cooktop failure through fair wear and tear
Dishwasher failure where supplied with the property
Air-conditioning system failure through fair wear and tear
Structural defects
Garage door motor failure through fair wear and tear
Faulty installed fixtures
Repairs required for the property to meet minimum housing standards

These examples assume the problem was not caused by the tenant, an occupant, guest or pet.

Tenant Responsibilities

Tenants are responsible for taking reasonable care of the property, keeping it clean and promptly reporting damage or maintenance issues.

Common day-to-day responsibilities may include:

Keeping the property reasonably clean
Routine cleaning of accessible rangehood filters
Routine cleaning of accessible air-conditioner filters
Keeping sinks and drains free from food, grease, wipes, excessive hair and other inappropriate materials
Garden and lawn care where this is the tenant's responsibility under the tenancy agreement
Replacing ordinary consumable items such as accessible light bulbs where appropriate
Using appliances, fixtures and fittings correctly
Reporting leaks, faults or damage as soon as reasonably possible

Always refer to your tenancy agreement and any property-specific instructions, as individual properties may have different arrangements.

Tenant-Caused Damage

If a repair is required because of the actions, misuse or negligence of a tenant, occupant, guest or pet, the tenant may be responsible for the repair cost.

Examples may include:

A drain blocked by grease, food, wipes or other inappropriate material
A broken window caused by an impact
Damage to walls, doors or fixtures
Damage caused by a pet
Damage caused by incorrect use of an appliance
Lost keys or remotes
Damage resulting from failing to report a known problem that then becomes substantially worse

Whether a repair is tenant or owner responsibility will depend on the circumstances and available evidence.

If responsibility is unclear, please report the issue and allow our Property Management Team to assess it.

Simple Troubleshooting Guide

Only carry out checks that are safe, simple and do not require tools, specialist knowledge or dismantling equipment.

Never attempt electrical, gas, plumbing or other licensed trade work yourself.

No Hot Water

Check 1

Determine whether the property has an electric or gas hot water system if you know this information.

Check 2

For an electric system, check whether there is an obviously tripped circuit breaker at the switchboard.

Do not remove covers or touch wiring.

Check 3

Check whether there has been a general electricity or gas supply interruption affecting the property.

Still No Hot Water?

Submit a maintenance request through PropertyMe and include:

Photo of the hot water system
Photo of the model/compliance plate if safely accessible
Whether there is no hot water at all or only reduced hot water
When the issue started

If there is a serious water leak, dangerous electrical fault or another emergency condition:

Call 1300 880 824 immediately.

Light Not Working

Check 1

If the fitting uses an ordinary replaceable bulb and it can be accessed safely, try replacing the bulb.

Do not access fittings at unsafe heights.

Check 2

Check whether other lights or power points in the same area are also affected.

Check 3

Check the switchboard for an obviously tripped circuit breaker.

Still Not Working?

If a replacement bulb does not solve the problem, or several lights are affected, submit a maintenance request.

If there is sparking, burning smell, exposed wiring or another dangerous electrical fault:

Do not touch the fitting. Call 1300 880 824.

Power Has Gone Out

First determine whether:

The entire property has lost power
Only one circuit or area is affected
Neighbouring properties also appear to have lost power

Check the switchboard for an obviously tripped circuit breaker.

If the whole neighbourhood appears affected, there may be an electricity network outage rather than a property fault.

If a circuit immediately trips again after being reset, do not repeatedly reset it.

Submit maintenance or contact us if you believe the problem is within the property.

For dangerous electrical faults:

Call 1300 880 824 immediately.

Sink or Drain Is Slow or Blocked

Check 1

Check for obvious food scraps, grease, hair or other material around the accessible drain opening.

Check 2

Where appropriate, a normal household plunger may be used.

Important

Please do not use strong chemical drain cleaners or attempt to dismantle plumbing.

Chemical products can create safety risks for occupants and tradespeople and may damage some plumbing systems.

Still Blocked?

Submit a maintenance request and tell us:

Which drain is affected
Whether it is completely blocked or draining slowly
Whether multiple drains are affected
Whether there are unusual smells or sounds
What steps you have already taken

A blocked or broken toilet system is classified as an emergency repair under Queensland tenancy legislation.

Air Conditioner Is Not Cooling

Check 1

Make sure the air conditioner is set to COOL mode rather than FAN, DRY or HEAT.

Check 2

Set the selected temperature below the current room temperature.

Check 3

Check or replace the remote-control batteries.

Check 4

If the filter is designed to be routinely removed and cleaned by the user and can be accessed safely, check whether it requires cleaning.

Still Not Cooling?

Submit a maintenance request and include:

Photo of the unit
Photo of the remote display
Make and model if visible
Whether the unit turns on
Whether air is coming from the unit
Any error code displayed

Do not dismantle or open the air-conditioning unit.

Oven or Cooktop Not Working

Check 1

Confirm the appliance controls are correctly set and any child lock or control lock is not activated.

Check 2

For an electric appliance, check whether there is an obviously tripped circuit breaker.

Check 3

If the appliance has a digital clock, check whether it requires the clock to be set before the oven will operate.

Still Not Working?

Submit a maintenance request with:

Appliance make and model
Photo of the appliance
Photo of any error message
Description of which functions are affected

If there is sparking, smoke, a burning smell, exposed electrical components or a gas smell, stop using the appliance and follow the Emergency Repairs procedure.

Dishwasher Not Working

Before reporting the issue, check:

The door is fully closed
The filter is reasonably clean
The water supply has not been accidentally turned off
There is no obvious food debris preventing drainage
An error code is not displayed

If the problem continues, submit a maintenance request with photographs and the error code if applicable.

Do not dismantle the dishwasher or plumbing connections.

Washing Machine Issue

If the washing machine belongs to you, maintenance is generally your responsibility.

If a washing machine was supplied as part of the rental property, please check:

Power is available
Water taps are turned on
The door or lid is properly closed
Any displayed error code

If the supplied appliance remains faulty, submit a maintenance request.

If there is a significant water leak, turn off the appliance and water supply if this can be done safely and contact us promptly.

Garage Door Not Operating

Check:

Whether the remote battery may be flat
Whether another supplied remote works
Whether power to the garage door motor is available
Whether anything is visibly obstructing the door

Do not force the garage door or attempt to adjust springs, cables, tracks or the motor.

If the garage door is damaged, has come off its track or appears unsafe, keep clear and report it immediately.

If the fault leaves the property unsafe or insecure, call:

1300 880 824

Tap Is Dripping

A minor dripping tap is generally a routine maintenance issue.

Submit a maintenance request through PropertyMe.

If the leak becomes significant or water cannot be controlled safely, contact us promptly.

A burst pipe or serious water service leak may be an emergency repair.

Toilet Issue

Toilet Running Continuously

Submit a routine maintenance request.

Toilet Blocked

Do not flush repeatedly if the water level is rising.

A household plunger may be used if appropriate.

Do not use strong chemical drain cleaners.

If the toilet remains blocked, report the issue.

A blocked or broken toilet system is included within Queensland's emergency repair provisions.

If the situation is urgent, call:

1300 880 824

Smoke Alarm Beeping or Activating

If cooking or steam has activated an alarm:

Remove the source where safe
Ventilate the area
Follow the manufacturer's normal instructions

Do not remove, cover, disconnect or disable a smoke alarm.

If a smoke alarm appears faulty or continues to activate without an identifiable cause, notify us promptly.

If there is smoke, fire or an immediate danger:

Call 000.

Mould or Damp

Please report persistent mould, dampness or water ingress, particularly where you believe there may be a leak, building defect or ventilation issue requiring investigation.

When reporting the issue, include:

Location
Photographs
When you first noticed it
Whether there is visible water leakage
Whether the issue returns after normal cleaning
Any other relevant circumstances

Responsibility for mould or damp can depend on its cause and will need to be assessed accordingly.

Pests or Vermin

Responsibility for pest or vermin treatment can depend on:

The condition of the property
When the problem arose
The cause of the infestation
Whether the issue was contributed to by the tenant's activities or property condition

Please report significant pest or vermin issues so that the circumstances can be assessed.

Please Report Problems Early

A small maintenance issue can sometimes become a much larger problem if it is left unreported.

Examples include:

A small leak causing water damage
A loose fitting becoming detached
A minor roof leak damaging ceilings
A slow drain becoming completely blocked

Please notify us as soon as reasonably possible when you become aware of damage or a repair requirement.

Reporting an issue does not automatically mean that you will be responsible for the cost.

The cause and circumstances will be assessed separately.

What Happens After I Report Maintenance?

Once your request is received, it may be:

Reviewed by our Property Management Team
Assessed for urgency
Referred to the property owner where instructions or approval are required
Assigned to an appropriate tradesperson
Scheduled for attendance
Followed up after inspection or repair

Different repairs require different response times.

Please allow a reasonable period for assessment and repair, taking into account the seriousness of the issue, availability of tradespeople, parts and any further investigation required.

If the circumstances change or the issue becomes more serious, please update us immediately.