Repair times

Our response time depends on how urgent your problem is.

Urgent repairs

Urgent repairs are repairs that need to be fixed straight away. The Housing Call Centre aims to complete any urgent request within 24 hours of the call being received. 

The following list outlines the types of repairs that are considered urgent however the Residential Tenancies Act 1997 has the full list of urgent repairs:

• a burst water service
• a blocked or broken lavatory system
• a serious roof leak
• a gas leak
• a dangerous electrical fault
• flooding or serious flood damage
• a failure or breakdown of any essential service or appliance that has been provided by the Office of Housing for hot water, water, cooking, heating or laundering
• a failure or breakdown of the gas, electricity or water supply to your home
• an appliance, fitting or fixture provided by the Office of Housing that uses or supplies water and that is broken in a way that causes a substantial amount of water being wasted
• any fault or damage that makes your home unsafe or insecure
• a serious fault in a lift or staircase

Emergency after-hours repairs

Sometimes urgent repairs need to be done outside normal office hours, for example at night or weekends. If you've got an urgent repair that needs to be done straight away, call the Housing Call Centre on 13 11 72 and we will arrange for a contractor to call you back within 30 minutes.

Priority repairs

Priority repairs are repairs that aren’t dangerous but are still important, like a dripping tap. We’ll get these done within 7 days.

Non-urgent repairs

Non-urgent repairs are considered to be more minor, like a damaged cupboard. We will complete these within 14 days. Under exeptional circumstances, such as widespread storm damage, there may be a delay to priority and non-urgent repairs while we attend to urgent repairs.

Programmed maintenance

This is non-urgent work that’s usually done to improve your home, like replacing old carpets or upgrading your kitchen. These repairs are known as ‘programmed maintenance’, because the work is on a large scale and needs to be planned.

If you ask for some work like this to be done, there’s often a waiting time before we can get started. Ask your local housing office how long you can expect to wait.