Emergency Repairs Procedure

The legislation is specific about what constitutes an emergency repair and it’s important that you know that should the issue not be deemed an emergency, you will be responsible for the account.

An emergency repair is something that is likely to cause injury, undue inconvenience, or which makes the property unsafe or insecure. Examples include: burst water service, broken toilet (where there is no other toilet), serious leak, serious electrical fault. If a repair request is caused by tenant neglect or user error, it will be your responsibility for the payment of that account and you will not be reimbursed from the owner.

Examples include but are not limited too –

  • Power failure due to one of your faulty appliances,
  • A foreign object blocking toilets (including tampons, condoms, nappies),
  • A foreign object blocking or incorrect use of garbage disposal units etc,
  • Blocked drains or pipes caused by leaving food on plates in dishwashers or sinks.
  • Running air conditioning at extremely low temperatures continuously.
For All Emergency Repairs you should also lodge the request here with photos so we can help you faster – https://www.prowealth.com.au/repairs/

No Power / Water / Gas
If you have no Power, Water or Gas, there may have been a local outage. Some helpful numbers to check for local outages include:
Origin Energy: 13 19 62
Energex: 13 62 62
Urban utilities: 13 23 64
AGL: 131 245

Major Water Leaks / Burst Pipes etc – Turn the water off at the supply tap (under sink or attached to a toilet) or at the water main located in a box, usually at the end of your driveway near the street. Keep the water off until a plumber can attend.

Power Issues – Check the meter box and reset the switch that has tripped, individually unplug your appliances and keep trying to reset the tripped switch to isolate which appliance is causing the issue. Discontinue use of that appliance if found. Otherwise an electrician is required.

Electric hot water – If your supply of hot water is not hot or does not seem to last as long as it should, your hot water system may need topping up.  Locate the filler valve on the side of the hot water system and lift the floppy lever until water flows from the overflow.  Repeat this process every few months. Otherwise, check the power switched on; has the power box tripped the switch or blown a fuse; or has your shower routine changed or increased (tank capacity and/or tariff rates will affect this). Remember in winter, efficiency of the tank is less than in summer and the water will cool quicker.

Smoke Alarms – Press the ‘silence’ button on the alarm initially. Determine if something has set them off.  Smoke Alarms are interconnected so you need to check all areas where alarms are present. High air movement can cause the smoke alarm to false alarm. High humidity could be causing the smoke alarm to false alarm. Water vapours can develop inside the smoke sensor causing smoke alarms to react the same way as it does smoke. Once humidity reaches 85%, false alarms could frequently occur.

Emergency Contacts

Office contact (office hours): 07 3369 0101 and lodge a repair request at https://www.prowealth.com.au/repairs/
If it is a genuine emergency and you cannot contact us, you may contact the following Emergency trades people. Many have a recorded message service after hours.  Leave a message on their service and they will get back to you.  You should also leave a message on our voicemail system and lodge a repairs request.

Electrical – DC Electrical – 1300 707 694 (24 hours)

Plumbing – AK Blair – 07 3394 4575 (24 hours)

Smoke Alarms – DC Smoke and Electrical – 1300 327 665 (24 hours)

Locksmith – River City Locksmiths – 07 3278 1825
For lock out issues out of hours at your cost.

During Business hours you can collect keys from our Bardon office to let yourself in and then return the keys to us.
If you require keys outside of office hours (9am – 4pm), the cost is $55 + gst.
If a weekend or public holiday the cost is $110 + gst.
Note that availability of our staff to meet you is not a guaranteed on a public holiday or outside of business hours.  In such a case you will need to call a locksmith at your cost.