T ENAN THAND -BOOK

A F T E R H O U R S E M E R G E N C I E S

Urgent repairsWhile we hope your tenancy will be trouble free, situations may arise that require repairs to be made. Please notify your property manager of any damage or repairs that may be required on the property. At all times your first contact to organise the repairs must be to our office. If a genuine emergency occurs out of office hours (Saturday, Sunday, public holidays, or after 5.00pm Monday to Friday) please contact our preferred contractors:

Power outageTasNetworks Electricity emergencies and faults: 13 2004 – 24 hours a day, 7 days a week

Cable PlsTasNetworks also manage the issuing of Cable PIs which are free of charge. Please ensure you have an operating Cable PI device at all times.You can order these via the TasNetworks website – www.tasnetworks.com.au and the device will be posted within 3 business days.

State Emergency ServicesFloods & Storms: Ph 132 500 Website: www.ses.tas.gov.au

If you are unable to reach the above preferred contractors, please locate a 24 hour service in the local yellow pages and arrange repairs as quickly as possible. Please be aware that if an after hours call-out is made and the maintenance issue is deemed to be non urgent, you may be responsible for the additional costs. Please ensure that you notify our office if you have arranged emergency repairs after hours on the first business day after the event.

Where a repair request is reported to our office and it is deemed to be caused by you or a visitor, be it accidental or neglect, you could be liable for the payment of the account. Examples are: power failure due to a faulty appliance, instructional issues with appliances, or foreign objects found causing blocked drainage.

Concerning urgent repairs necessary for the supply or restoration of a service, prescribed in the Regulations as an essential service, an appointment for repair must be arranged within 24 hours (burst water service, gas leaks, or dangerous electrical faults). Any other urgent repairs need to have an appointment arranged within 48 hours.

Fire - 000

Burst water main - notify Tas Water 13 69 92

Gas or Electric problems - call Tas Gas 1800 438 427, Origin Energy 13 24 61, Tas Networks 13 2004 (If the fault is due to an appliance belonging to one of the occupants of the property, then the call-out fee will be at your expense)

Storm damage/flooding - (e.g. Roof damage or water rising) – call State Emergency Services 13 2 5 00

R E P A I R SA N D M A I N T E N A N C E

All repairs must be notified in writing, either:

a. Submit an online maintenance request form via oneagencylaunceston.com.au

b. Complete a repair form included in your tenant pack and deliver to office in person or email rentalslauncetson@oneagency.com.au

In the case of an emergency, please call the office 03 6331 0950. Please see the Residential Tenancy Agreement for what constitutes an emergency repair (life threatening or threatening to the property).

• Provide as much detail as possible.• Advise who the tradesperson is to contact for access and if spare keys can be used.• You will be contacted by the tradesperson or your property manager for access.• If spare keys can be used – please confirm with the property manager that a spare set

is available to your property on the day required.• If you have made an appointment with the tradesperson and you are not in attendance

the tradesperson may charge the tenant a service call fee.• Certain repairs may require quotes for landlord approval.• If the repair is due to misuse or damage by the tenant or their visitors – the tenant

will bear the cost.

GAS SUPPLY BY CYLINDER

If your property is supplied with gas by cylinder bottles, you will need to contact Origin Energy on13 24 61 or Tas Gas 1800 438 427 when the bottle is about to run out. There are two types of gas bottles you may have, automatic and manual -Automatic-This means once the one bottle runs out, it will automatically switch to use the other bottle. You will notice that the lever is pointed to the bottle in use.

In the second case, when you run out of gas, you will have to switch use from the one bottle to the other manually. Once you switch the bottles, you will know to order another.

NO POWER

Check to see if you have a safety switch and that it has not tripped. If it has tripped, then reset it as per the manufacturer’s instructions on the switch. If the safety switch trips again, remove all appliances with a plug top on them from the power points and ensure all power points are switched off. Reset your safety switch and plug in the appliances one at a time until the safety switch trips again locating the faulty appliance.

If you do not have a safety switch or if the above does not work, then check with your neighbours to see if they have power. If they don’t, contact Tas Networks on 13 2004.

MISPLACED KEYS

If you have misplaced your keys during business hours, you may come to our office and borrow our office set. The office set will need to be returned no later than the next business day. If you have misplaced your keys after hours, you may call a locksmith to assist you back into the property. This is at the tenant’s expense.

IF YOU LOCK YOURSELF OUT

During business hours - you are able to pick up the office set of keys to gain access to your property (please note, we may not have copies in the office as this is not a legal requirement). Always call the office beforehand and make sure the keys are available. After hours / Public Holidays – you will be required to call a locksmith at your cost.

PROPERTY DAMAGE

If property damage has occurred you are obligated to let us know immediately, or on the next business day if occurring on a weekend or public holiday.

NOISE/DISRUPTION

It is important to note the utmost care must be taken to ensure you do not infringe on your neighbours with noise. Loud music, parties or otherwise can disrupt a neighbour’s right to peace and the quiet enjoyment of their residence.

Particular care must be taken with respect to noise due to the close proximity of other properties.Many units share common walls. This also includes your obligation to ensure your visitors are not disrupting neighbours when walking to and from your premises.

AIR CONDITIONERS / HEAT PUMPS

Please, regularly clean any filters and intake vents to ensure there is no build-up of dirt and dust, and that the unit is able to draw in air effectively, not hindering performance, or in the worst case scenario, causing the unit to breakdown resulting in costly repairs and/or replacement. Please also note that if an air conditioner breaks down due to filters and vents not being kept clean, costs to rectify the damage or even replace the unit might be charged to tenants. If your Heat Pump is on the heat setting and is blowing cold air, switch the heat pump off at the unit and the switchboard for at least 20 minutes. After 20 minutes, turn back on, and if it continues not to blow cool air contact your property manager on 03 6331 0950 or rentalslaunceston@oneagency.com.au.

FAULTY OVEN OR STOVE

Electric stove - If the hot plates are not working, please contact our office to arrange aservice.

Oven - If the oven is not heating, check to see if the indicator light is on. If not, then theoven may have been switched to automatic. Please refer to the instruction booklet to reset the oven to manual cooking. The light should then come on and the oven will work. If not, then contact our office to arrange the service.

Gas Stove - Please contact our office during business hours to arrange service - if thereare no facilities at all. (Please ensure that your gas and electricity accountshave been paid, to avoid confusion).

DISHWASHERS

Dishwashers provided as part of your tenancy need to be cleaned on a regular basis, and anybuild-up of food must be removed.

EXHAUST FANS/VENTS & RANGE HOODS

Please ensure any vents and range hood filters are kept clean. Ensure the exhaust fan cover is clean and kept free of grime build up. Occasionally, these should be taken down and removed to be soaked in hot soapy water, and then scrubbed clean. Please use extreme caution when removing these. If you believe this is unsafe (i.e. A high exhaust fan), then let us know so we can arrange to have these cleaned.

IN THEKITCHEN

TAPS LEAKING

Please report any taps leaking either from the tap base, head or handles, or under the sink. This includes washing machine taps. Sometimes washing machine taps will leak only when connected to automatic washing machine hoses as the tap water pressure exposes leakage in the taps.

TOILET LEAKING / SEWER BLOCKAGES

Water trickling or leaking into the bowl from the cistern usually indicates a worn cistern washer and needs to be fixed by a plumber. Water left to trickle into the bowl continuously may inflate your water bill and therefore needs to be reported to us when noticed. Also, leaking may occur from the tap behind the toilet. Please watch at all times what is going down the drain and the toilet. If a blockage is found to be caused by items put there by you, the charge for clearing will be forwarded to you for payment.

HOT WATER SYSTEMS

Should you notice the hot water service leaking from the valve or from the base of the unit, please let us know. The leaking valve is usually fixable by a plumber. However, water leaking from the base of a water storage unit usually indicates the unit has rusted through and may need replacement in the near future.

Most electric systems require topping up every two months or so. We suggest you top up everytime you receive an electricity bill as a reminder. To do this; pull the ‘trigger’ on the side of thesystem until water runs out of the overflow. When you become aware there is a problem with yourhot water, please check this first before calling our office.

If your system is gas, check to see if the pilot light has gone out. If so, then relight as per the instructions on the hot water unit. A leaking hot water tap will cause a poor supply of hot water and your electricity or gas bills will be higher than usual.

IN THEWET AREASBATHROOM/TOILET/LAUNDRY

BLOCKED SINKS / DRAINS

Should a sink or basin become blocked, first try a drain cleaning product like ‘Draino.’ Be sure to follow the product instructions carefully. If the sink or basin is still blocked after the treatment, please let us know so we can arrange for a plumber to attend to the problem.

SHOWER SCREENS

If you notice cracking glass in shower screens or shower doors, please report this to us immediately. Wired shower screen glass can crack under thermal expansion (consistent hot and cold temperatures), whereas toughened glass usually only cracks if impacted (hit by something). If the shower screen is cracked due to impact damage, this will in most cases need to be paid by the tenant.

WATER DAMAGE

Should you notice water damage to a wall adjacent to a shower recess, bathroom basin, etc., please let us know immediately. This can be identified by bubbling or peeling paint, or even water or mould marks on the flooring/carpet. This usually identifies either loose tiles or a broken/leaking pipe in the wall and will need attending to immediately to prevent further damage from occuring.

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