Emergency Procedures for Tenants
Your guide to urgent repairs and what to do after hours
At Ascent Property Co, we understand that emergencies don’t always happen between 9 and 5. If you’re facing an urgent issue at your rental property, please follow the guidelines below to ensure it’s handled safely, efficiently, and in accordance with your tenancy agreement.
What is an Emergency?
An emergency repair is classified as something that:
- Poses a risk to your safety or the safety of the property
- Could cause significant damage if not addressed immediately
- Makes the property uninhabitable
Examples include:
- Burst water pipes or serious water leaks
- Gas leaks or electrical faults causing safety issues
- Flooding, storm, or fire damage
- Sewerage blockage or overflow
- Broken hot water systems
- Faulty or broken front/back doors, locks, or windows that affect security
- Dangerous structural issues
- Major roof leaks
What to Do in an Emergency (During Business Hours)
Please call our office directly on 0493 672 956 and we will arrange the appropriate contractor to attend urgently. If the issue poses immediate danger (e.g. fire, gas, or electrical hazard), contact emergency services first via 000.
After-Hours Emergency Instructions
If you experience an emergency outside of business hours and cannot reach us, you may contact the following preferred emergency contractors directly:
- Plumbing (burst pipes, blocked drains, hot water)
Plumbing Bros. Drainage & Gas – 1300 057 827 - Electrical (power outages, safety issues)
Bara Electrical – 6206 6899 - Locksmith (locked out, broken locks)
Efficient Lock & Key - 0401 416 706 - Glass Repairs (broken windows/doors)
Prompt Glass – 9330 5555
Please notify us as soon as possible after contacting a contractor directly. We may require photos or written confirmation of the issue for your tenant record.
Non-Urgent Repairs
If the issue is not urgent or life-threatening, please report it via our tenant portal or email us at danielle@ascentpropertyco.com.au. Examples include:
- Dripping taps
- Minor appliance faults
- Loose door handles
- Cracked tiles
These will be attended to within a reasonable timeframe in line with the Residential Tenancies Act.
Important Notes
- If you arrange a contractor for a non-emergency issue without prior approval, you may be liable for the cost.
- Please attempt to isolate the issue if safe to do so (e.g. turn off the water mains or power) to minimise damage.
- Keep receipts if emergency services are engaged and forward them to our office promptly.