Request maintenance and repairs

Last updated: 14 June 2016

If your home needs responsive maintenance, contact the Housing Call Centre.

Contact the Housing Call Centre

You can contact them in three ways:

If you phone the housing call centre, a customer service representative will ask you:

  • Your full name
  • Your address
  • Your telephone number
  • What maintenance you wish to report.

We will then report your maintenance to our contractors for action.

Fixing your maintenance problem

We employ professional contractors to carry out maintenance, like plumbers and electricians.

Check the contractor's identification before you let them into your home.

Sometimes we may need to arrange a home visit by the local office to determine the best way to repair a fault.

The contractor will need access to repair the fault.

The tenant's responsibilities

As a tenant you have a responsibility to:

  • Be polite and courteous to the contractors
  • Give contractors the necessary access and freedom to do their work so that it can be completed as quickly as possible
  • Keep appointments with contractors. If a contractor is delayed, allow a reasonable time before you leave
  • Restrain or pen your animals and pets if they are a health and safety risk, liable to escape or if asked to by the contractor
  • Empty kitchen and bathroom cupboards if you are asked to by the contractor
  • Move ornaments, paintings, clothing and other personal, small items and fixtures
  • Respect the right of others, including contractors, consultants and our staff, to feel safe. If there is real or likely damage to a contractor's property or threatening behaviour by tenants or pets, they will leave and notify us
  • Sign and date the inspection and test plan given to you by the contractor. Tick the box indicating whether the work has been completed or not
  • Contact your local office if you want to change or add to the work required. Do not ask contractors or consultants to change the work requirements.
  • Contact your local office if you need more information or help to move and secure your possessions.

If you are worried about the standard of work for general maintenance, call the Housing Call Centre on 13 11 72.

If you are worried about the standard of work for programmed maintenance (planned, large scale work like replacing carpets) and upgrade work, refer it to the consultant who is overseeing the work, not the contractor doing the work. You will already have the consultant's contact details.

Paying for maintenance

We will pay for the cost of repairs caused by an accident or fair wear and tear.

If repairs are because of neglect or intentional damage caused by you, a household member or visitors to the property, you may be required to pay for the damage.

You may pay for the repairs in a lump sum. If you can't pay the full amount, talk to your local office to arrange a repayment plan to suit your circumstances.

If you believe the damage was not your fault, contact your local office to discuss and negotiate the charges. You can also dispute the charges through the Victorian Civil and Administrative Tribunal.

If repairs are needed because of unlawful damage, like if someone breaks into your home, you will not have to pay as long as you report the incident to police. Your local office will need to see a copy of the police report.

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