Maintenance Trouble Shooting Guide

• Locate/check the hot water system:
  Make sure the unit is turned on at any power points. Please also test that the power point is in fact working to identify if this could be the cause of the fault.
  
• If it is a gas hot water system, have you ensured that there is still a gas connection to your property? This can be done by checking the other gas appliances in the property or contacting your provider.
  
• If it is a gas hot water system, and you have confirmed that the gas supply is still connected, ensure the pilot light is lit.
  
• Check the power source:
  If the hot water system is electric, check to see if the circuit breaker has tripped or if there is a power outage in the area.
  
• Check for leaks:
  Inspect the hot water system for any leaks or signs of damage. This needs to be reported to your property manager.

• Check the main water metre:
  Make sure the main water tap / valve is fully open. If it is partially closed, it may be restricting water flow to your property.
  
• Check with neighbours:
  If you are experiencing a complete loss of water, check with your neighbours to see if they are also experiencing the same issue. This can help determine if the problem is isolated to your unit or building.
  
• Contact the water company:
  To inquire about any known issues or outages in the area.

• Is there more than one toilet? If so, refrain from using the affected toilet immediately.
  
• Plunge the toilet:
  If the toilet is blocked, try using a plunger to dislodge the blockage. Make sure to use a toilet plunger, as a sink plunger will not be as effective.
  
• If the toilet is leaking, please turn off the tap usually located at the back of the toilet between uses (If this is the only toilet) until we can have a tradesperson attend.
  
• If you experience a burst pipe or an uncontrollable leak, please locate your water meter and turn off the water supply to the property until the appropriate tradesperson can attend to the issue.

Please note, if you are able to isolate the affected appliance or pipe (e.g., by turning off the tap behind the toilet or refraining from using the leaking sink, turning the tap off to the dishwasher), please do so and notify the agent so it can be addressed as soon as possible within business hours. 

• Check the circuit breakers located in the metre box:
  The first step is to check the circuit breaker to see if a switch has tripped. Reset any tripped switches and see if this restores power.
  
• If the power trips again you need to check the appliances:
  Unplug ALL appliances including heating, cooling (if accessible), larger appliances such as fridges and freezers, etc. Go back to your metre box, turn the switch back on and then start plugging your appliances back in one at a time until the potential faulty appliance is located.
  
  Please also be mindful that the circuit may be overloaded if multiple appliances are running at once.
  
  Please note, renters will be required to pay for callouts where a faulty appliance belonging to them has caused the problem.
  
• Check the power outage:
  If none of the above steps work, check with neighbours to see if they are also experiencing a power outage. If so, contact the utility company to report the outage.

• Check the gas metre:
  First, check the gas metre to see if the gas supply is turned on. Make sure the shut-off valve is in the correct position.
  
• Check other gas appliances:
  If only one appliance is not receiving gas, check other gas appliances in the home to see if they are working. This can help determine if the issue is with the appliance or the gas supply.
  
• Contact the gas company:
  If you have confirmed that the gas supply is turned on but still have no gas, contact the gas company to report the issue. They may be able to provide assistance or send a technician to investigate.

• Turn your gas off at the main metre and contact your agent immediately.

Electric stove:

• Have you checked the metre box to see if a safety switch has tripped?
  If so, try turning this switch back on.
• Have you ensured the power point, where the appliance is plugged into, is switched on and is working?
  

Gas stove:

• Have you confirmed that the gas supply is connected to the property?
  You can check other gas appliances in the home to see if they are working.
  If not, you will need to contact your utility provider to confirm that the gas is connected.
• Have you ensured that the stove is clean? Often the problem may be a build up of grease blocking the gas getting through to the ignitor.
  

Ducted Heating:

• Have you tried resetting the power to the unit?
  This can be done by switching the power point off and on (if accessible) or turning the main power off in the switchboard.
• Does the controller run off batteries? Have you tried changing the batteries?
• Have you ensured that all of the vents are open throughout the house?
  When the vents are closed, this may cause the unit to overheat.
  
  Please note down any error codes / maintenance symbols that may be visible on the controller before resetting the system.
  

Split system:

• Have you checked/changed the batteries in the remote?
• Has the power tripped the safety switch?
  Check metre box / circuit breakers. Try and turn the switch back on if required.
• Have you cleaned the filters?
  Maintaining a clean air filter is the renter’s responsibility. Please ensure this is being cleaned every 2-3 months.
• Have you tried resetting the unit?
  This can be done by switching the outdoor units power point off (if easily accessible) for a couple of minutes and turning it back on.
  

Evaporative Cooling:

• Have you ensured that adequate windows / doors open to allow for airflow?Please note down any error codes / symbols that may show on the controller.

• Firstly, contact the office / property manager during opening hours to see if we have spare keys you can use. Please note, this is not a guarantee.
  
• If there is not a spare set of keys, you will be responsible for organising the change of locks and replacing keys at your expense whether this is during opening or after hours.

• Try to identify if it is due to rain you are currently experiencing or possibly a burst pipe.
  
• If you believe the leak to be a result of a burst pipe, please turn your main water supply off at your water metre usually located at the front of the property.
  
• Where possible, place a bucket beneath the leak until someone can attend.
  
• If you believe the leak is due to rain and you believe it to be unsafe (ie, plaster looking like it’s going to collapse / high volume of water leaking in), please contact the SES on 132 500 and advise your property manager urgently.

• Have you checked the circuit breaker to ensure that the power is on and all switches are in the “ON” position?
  
  Please note: Renters are responsible for replacing globes that have blown.

• Have you tried using a drain cleaner?
• Have you tried using an appropriate plunger?
  
  Please note if further investigation finds this blockage is due to a foreign objects/ liquids, the renters will be liable for the call out fee.

• Have you tried changing the batteries in the remote?
  
• Have you ensured that the garage door is in auto mode?
  If you can lift the garage door by hand, this would indicate it is in manual mode.
  
• Have you tried resetting the motor by turning the power off / on?

• Have you contacted the police?
• Notify the property manager with a list of damages if any, along with the police report number.