First National Real Estate Druitt Saunders - Property Management Emergencies

Emergency Maintenance Procedure for Tenants

Sometimes you may be faced with an emergency situation. An emergency is defined as something that may harm someone, or cause further damage to a property if left unattended.

If you are facing an emergency after hours, please call our Emergency Pager Service on (08)9446 5222 and follow the prompts to leave as much information as possible to allow us to determine if your matter needs to be attended to urgently/ out of normal business hours.

Emergency Maintenance Procedure for Tenants

Sometimes you may be faced with an emergency situation. An emergency is defined as something that may harm someone, or cause further damage to a property if left unattended.

HELP! I have a plumbing issue!

What constitutes an emergency?

Burst Water Pipe or No Water

If you have a burst water pipe inside or outside your home you must turn off the water mains immediately. The water mains will usually be located close to the verge of your property on either the left or right side. If you live within a strata complex, the meter will usually be at the front of the complex.

If you are unable to locate the water meter, the Water Corporation usually have a map showing where it is located and they can be contacted on 13 13 75.

If you think that the leak may be coming from your water meter, phone the Water Corporation on 13 13 75 and report it to them.

Please call our After Hours service on (08)9446 5222 for further assistance if required.

If you have no water at your property, please first check that your mains are turned to the on position. If this does not resolve the issue, please contact the Water Corporation to see if there are any planned outages in your area. You can visit https://www.watercorporation.com.au/Outages-and-works for additional information on work that may be being completed locally

Gas Leak

Please ensure that the gas mains are switched off at the meter box immediately.

Gas is a flammable substance with a distinctive odour, similar to rotten eggs. The rotten egg smell is added to natural gas to help you detect gas leaks. If you can smell rotten eggs, it could be a gas leak.

If you smell gas and are inside a building, always eliminate ignition sources (don't smoke, use electrical appliances, light switches or mobile phones) and move away from the area quickly, then call ATCO on 13 13 52.

If you smell gas and are not inside a building, you can either call ATCO's Faults and Emergencies number on 13 13 52 or report the smell of gas online via the Gas Leak Reporting form online https://atco.tfaforms.net/

Please contact our After Hours service on (08)9446 5222 and ensure that the gas service is not turned back on until such time as we can have a contractor attend.

Hot Water System

If it is a gas hot water system, check the pilot light is on. If not, please follow the instructions that are usually displayed on the side of the water meter, or within the front access flap.

Also please ensure that you have a current Alinta Gas/Kleenheat Gas connection.

Visit Atco Outages to check for any planned outages

https://www.atco.com/en-au/self-service/gas/gas-outage-map.html

If the hot water system is electric, please check that the RCD switch in the meter box has not tripped. If you are unable to resolve with these methods, please call our After Hours service on (08)9446 5222.

Blocked Toilet Where There Is Only Toilet In The House

In the event that your toilet is completely blocked or overflowing, and you only have one toilet in your house, please phone our emergency service on 9446 5222 for assistance.

Actually Its Not Urgent, Email my Property Manager Instead

HELP! I have an electrical issue!

What constitutes an emergency?

No Power

Again, please ensure that the trip switch in the meter box has not tripped. Most commonly, when there is a loss of power to all power points, the fault is caused by a faulty appliance. In this situation, you will be required to disconnect and switch off all your appliances and then plug them in one by one to see if any are causing the power to trip. If an electrician attends and it is found that one of your appliances has tripped the power, then you will unfortunately be held responsible to pay the invoice which is why we first recommend completing the above. There may also be a fault in the area by Western Power and we therefore recommend contacting Western Power on 13 13 51 for further information or visiting Western Power Outages https://www.westernpower.com.au/faults-outages/

Hot Water System

Stops Working If it is a gas hot water system, check the pilot light is on and also that you have a current Alinta Gas/Kleenheat Gas connection. Visit Atco Outages to check for any planned outages. If the hot water system is electric, please check that the RCD switch in the meter box has not tripped.

https://www.atco.com/en-au/self-service/gas/gas-outage-map.html

Security Alarm Not Turning Off

Generally this is caused by an electrical fault. You can usually turn the alarm system off at the main control system/power point which is usually located within a cupboard or a built-in robe/linen cupboard.

Actually Its Not Urgent, Email my Property Manager Instead

HELP! I have another issue!

What constitutes an emergency?

Lost Keys/Keys Locked Inside House

Please do not attempt to contact your Property Manager or our emergency service after-hours should you misplace your keys or lock yourself out as we do not offer this service. For this reason, we suggest you hold a spare somewhere secure but accessible (i.e, a lock box) or with someone you trust. You may contact a locksmith directly however you will be responsible to pay the associated invoice in full. If new keys are provided, they must be like for like and provided to our office the very next business day. If you lose keys or lock the keys inside during business hours you may contact our office to request for you to attend our office and collect our set, should they be available. They keys may only be released upon viewing the necessary photo ID and they must be returned to our office that same business day.

Fire

Evacuate the house immediately & call the Fire Department on 000.
Impact to Building by Vehicle This is an emergency and we have outlined the following steps that should be taken:
-If a person is injured, call for an ambulance on 000
-Contact the police & obtain a police report number
-Call SES (State Emergency Services) on 1800 199 084, if required-
If there are burst water pipes, turn off the water mains if it is safe to do so
-If there is electrical damage call 13 13 51 and ensure you turn off the electrical mains if it is safe to do so
-If there is a gas leak, turn off the gas mains if it is safe to do so
-If there is any structural damage, flooding or electrical problems to the property that could pose as a potential safety risk, do not stay in the property
-Contact our emergency service on (08) 9446 5222 for further assistance/advice
-Your Property Manager will liaise with the Owner the very next business day to send an assessor to inspect further

Severe Storm Damage

This is an emergency and we have outlined the following steps that should be taken:
-If a person is injured, call for an ambulance on 000
-Call SES (State Emergency Services) on 1800 199 084, if required
-If there are burst water pipes, turn off the water mains
-If there is electrical damage call 13 13 51 and ensure you turn off the electrical mains
-If there is a gas leak, turn off the gas mains
-If there is any structural damage, flooding or electrical problems to the property that could pose as a potential safety risk, do not stay in the property
-Contact our emergency service on (08) 9446 5222 for further assistance/advice
-Your Property Manager will liaise with the Owner the very next business day to send an assessor to inspect further

Remote Garage Door Won't Open

Firstly check the batteries in your remote control and replace if necessary. Try the manual release cord to change the door over to manual so it can be rolled open. If it is still unable to be operated then please phone our emergency service on (08) 9446 5222.

Impact to Building by Vehicle

This is an emergency and we have outlined the following steps that should be taken:
-If a person is injured, call for an ambulance on 000
-Contact the police & obtain a police report number
-Call SES (State Emergency Services) on 1800 199 084, if required
-If there are burst water pipes, turn off the water mains if it is safe to do so
-If there is electrical damage call 13 13 51 and ensure you turn off the electrical mains if it is safe to do so
-If there is a gas leak, turn off the gas mains if it is safe to do so
-If there is any structural damage, flooding or electrical problems to the property that could pose as a potential safety risk, do not stay in the property
-Contact our emergency service on 9446 5222 for further assistance/advice
-Your Property Manager will liaise with the Owner the very next business day to send an assessor to inspect further

Actually Its Not Urgent, Email my Property Manager Instead

What is NOT an emergency and can wait until business hours?

-A burner on the stove is not working (other burners can be used in the interim)
-Oven ceases working, or is not heating effectively
-Rollers to flyscreen door are stiff
-Doorhandle is loose or has fallen off
-Exhaust fan or rangehood ceases working
-Dripping tap/toilet cistern
-Strings loose to washing line
-TV Antenna fault
-Air conditioner ceases working, or is not working effectively
-Blocked or failed toilet when there is a second working toilet in the property
-Locked self out of property