Resources for tenants
About Repairs
We’re here to help keep your home safe, secure and in good condition.
If something in your home needs fixing, please let us know as soon as possible. The earlier we know about an issue, the faster we can help.
Available 24 hours a day, 7 days a week.
If you are a Community Village resident, click here.
What to provide when you call
When you call, please:
- Report the issue as early as possible – don’t wait until it gets worse.
- Give us as much detail as possible.
- Be patient – we may ask questions to understand the issue.
- Make sure we have your current phone number.
- Tell us if anyone in the home is unwell.
Please let us know if there are pets on the premises that require any special instructions (such as needing to be secured, anxious around strangers, or access considerations) before any contractors or NRH employees attend the property.
Types of repairs
Different types of repairs are handled in different ways. Some repairs need to be fixed urgently – like a burst pipe or gas leak, while others may take a little longer, like repairing a cupboard door or dripping tap. We group repairs into categories based on how urgent they are.
Understanding the different types of repairs and how quickly we respond helps you know what to expect when you report a maintenance issue.
Read on to find out:
- The different types of repairs (emergency, urgent and general repairs).
- How long each type usually takes to complete.
- What you can do to help us resolve your repair quickly.
Emergency Repairs
Emergency repairs are those that pose a threat to a person’s life or safety, and or serious damage to the property. Please call us immediately. NRH will respond within 4 hours.
Examples include:
- A burst water service.
- A dangerous electrical fault.
- Flooding or serious flood damage.
- A gas leak.
- Serious storm or fire damage.
- Any fault or damage that causes the residential premises to be unsafe or insecure.
Urgent Repairs
Urgent repairs are those considered urgent in nature, but which are not causing harm to the tenant or damage to the property. Please call us immediately. NRH will respond within 24 hours.
Examples include:
- A blocked or broken sewage system.
- A minor roof leak.
- A failure or breakdown of any essential service on the residential premises for hot water or cooking.
- A faulty smoke alarm.
General Repairs
General repairs are those that don’t pose immediate risk but still need prompt attention. NRH will respond within 7-21 days.
Examples include:
- A broken clothesline.
- Gutter cleaning.
- Rehanging of cupboard doors.
- Slow dripping taps or hard to turn off taps.
- Doors jamming.
- Faulty internal door locks.
- Servicing of sliding doors and windows.
- Replacement of common area light globes.
- Tightening of clothes lines.
In some instances, contractors may be required to attend the property and inspect the issue to substantiate the works required. Such repairs have a timeframe of 21 days.
Access tips
- Please help us by making yourself available and answering your phone if we or a contractor calls for access.
- If something changes and you cannot keep an appointment, please let us know in advance.
- If you don’t have a phone, tell us the times and days you’re at home.
- If you’re unhappy with the repair, let us know – your feedback helps us improve.
Keeping everyone safe during repairs
When an NRH employee or contractor visits your home, we all share the responsibility to ensure a safe environment. Your cooperation helps ensure that all repairs can be done safely, quickly, and with minimal disruption.
Here’s how you can help:
- Make sure the area is accessible, clear of clutter, and tripping hazards.
- Keep children and pets away from the work area.
- Be respectful and courteous to contractors and employees.
Please note: Contractors and employees are required to wear footwear inside your home for safety reason.
FAQs
Who pays for the repair?
Most general maintenance and repairs are our responsibility (NRH).
However, if the damage was caused by the tenant, a household member or guest (and it is not fair wear and tear), the cost of the repair may be charged to the tenant – this is known as a Tenant Responsible Maintenance (TRM) charge. We’ll discuss this with you if needed.
Who is responsible for fire alarms?
NRH is responsible for the maintenance of smoke alarms, including changing batteries. It is considered a breach of your tenancy agreement to remove smoke alarms.
Head to Tenant Information to find out more.
What maintenance tasks are the responsibility of tenants?
Tenants are responsible for general upkeep and minor repairs. Find out what’s expected of you.
Head to Tenant Information to find out more.
How to query a tenant responsible maintenance charge?
Not sure why you have been charged? Learn how to raise a query and what information you’ll need.
Head to Tenant Information to find out more.
Can I make changes to my home?
All changes need approval – find out what’s allowed and how to apply.
Head to Tenant Information to find out more.
Who will do the repair?
We use qualified and licensed contractors. You can always ask to see their ID.
- For most homes, NRH organises and manages the repairs.
- For lease hold properties (privately owned homes that we manage), we’ll contact the landlord or agent to arrange the repair.
- Contractors may ask you to sign a form to confirm the work is done.
- If the contractor does not show up for an appointment, please contact our Assets Management team so that we can follow up.
Other resources for tenants
Need help?
If you need support, call us or ask someone you trust to contact us on your behalf.
