Report maintenance

If something is damaged or broken in your home, you can call the Housing Call Centre on 13 11 72 to get it fixed.

You can also make a non-urgent maintenance request online.

When you are explaining what is broken, try to give us as much detail as you can. The more we know about the problem, the easier it will be for us to fix it quickly.

The time it will take to complete your repairs will depend on the type of repairs that are required.

There are some things you are responsible for, like replacing light bulbs, but if there is a reason you cannot do these things, you can contact the Housing Call Centre.

Looking after your garden and general house cleaning are also things you must do yourself.

Fixing your problem

We employ professional contractors, like plumbers and electricians, to make repairs to your home.

Sometimes we may need to arrange an inspection to work out the best way to fix your problem. We will let you know when you can expect a contractor to fix or inspect the work.

The contractor will need to get into your house, so remember to stay home or arrange for them to get in. Check the contractor's identification before you let them into your home. If they don't have the right identification don't let them in.

As a tenant you have a responsibility to:

• be polite and courteous towards contractors
• give contractors the necessary access and freedom to do their work so that it can be completed in the shortest possible time
• keep appointments with contractors. If a contractor is delayed, allow a reasonable time before leaving your property
• restrain or pen your animals and pets if they are a risk to health and safety or liable to escape from the property. Also do so on request from contractor
• empty kitchen and bathroom cupboards if the nature of the work requires it and if you are asked to do so by the contractor
• move ornaments, paintings, clothing and other personal and small items and fixtures
• respect the right of others, including contractors, consultants and departmental staff to feel safe. If there is real or likely damage to a contractor's property or threatening behaviour by tenants or pets, contractors will gather their equipment and leave the property and immediately notify the department
• for programmed maintenance and upgrade works, refer any concerns about the standard of workmanship to the consultant; not the contractor. For any concerns regarding responsive maintenance, call the Housing Call Centre
• sign and date 'Schedule Contract Orders' (works orders) only after the work is completed
• approach the local housing office if you are seeking a change to the scope of work. Do not ask contractors or consultants. Maintenance work is determined by the department. It cannot be altered by contractors or consultants
• contact your local housing office if you require more information and/or assistance with moving and securing your possessions

If things like washing machines that you share with other tenants are broken, you can also tell the Housing Call Centre. Let us know exactly what is broken and where it is.

Paying for maintenance

We will pay for the cost of all repairs to your home that are caused by accident or normal use of the house. But if you cause the damage by neglect, or you deliberately wreck something, you will have to pay for the repairs yourself.  Your rental account statement will show this cost.

You can dispute the charge at the Victorian Civil and Administrative Tribunal if you think it was not your fault. To find out more about this, talk to your Housing Services officer.

Where repairs are needed because of unlawful damage, like if someone breaks into your home, you will not be charged for the cost of the repairs as long as you report the incident to the police. Your Housing Services officer will need to see a copy of the police report.

Doing your own repairs

Usually, you cannot do repairs yourself unless your Housing Services officer says it's ok.

You can arrange to have urgent repairs carried out yourself if you tell us about the problem and we do not respond within a reasonable time. We will pay you back up to $1000 to cover your costs for arranging the repairs yourself.

Remember, we will only pay you back when the repairs are urgent and you have done everything you can to tell us about the problem. You will not be paid back if the repair was not urgent, or you did not tell us about the problem.