Repairs and Maintenance
We are committed to providing a responsive and good quality maintenance and repair service to you. This helps us maintain the quality of our housing and extend its life to meet future housing need. If you are not happy with the work that has been performed, so that we can seek to address the situation.
When requesting maintenance or repairs for your property, please provide us with the following:
- Your name, address and contact number
- A clear description of the problem - sometimes a photo may help
- When a tradesperson can get into your property?
- If no one is at home, how you would like for us to get access to your property?
- Any other issues that we may need to be aware of.
You can log a maintenance or repair request by
- Telephoning our office or your Tenancy Manager
Responding to Requests for Maintenance or Repairs
Salvos Housing will seek to respond to the maintenance within the targeted response times below.
The maintenance item will be classified according to its severity, which in turn will indicate the target response time.
Factors that may influence the responsiveness of the maintenance include
- Severity of the issue
- Future plans for the property
- Availability of the tenant to respond to tradespersons request for access.
Maintenance Categories and Targets
The following table outlines the target response times for differing maintenance categories;
|Target Response Time
The property has been seriously affected by a fire, storm, flood damage or significant injury (or death) of a tenant)
(within 4 hours)
When an essential service stops working
A fault or damage that poses an immediate health or safety risk.
Items specified in your lease
Within 24 hours
Non Urgent Repairs
When request does not pose an immediate risk to health or safety
Within 14 days
Items that do not inhibit the regular use of the property
Within 28 days
Where an emergency occurs outside normal business hours (9am-5pm Monday to Friday) and the item is an emergency, tenants may utilise the emergency contact details contained on their lease.
Tenants may be charged for damage that was caused whilst they were tenants of the property.
For properties that are not owned by The Salvation Army or head-leased by Salvos Housing, it may not be possible for Salvos Housing to meet the above target response times.