Repairs & Maintenance

A provision of the Residential Tenancy Act 1997 requires that a renter advises the managing agent of any maintenance that occurs during the tenancy. If not, renters could be held liable for any additional costs incurred by the rental provider.

As soon as a renter becomes aware of any maintenance during the tenancy, they should contact our office by emailing


In case of emergency, please contact the following numbers.

  • For flood and storm emergency, call the State Emergency Service (SES) on 132 500.
  • For life-threatening emergencies, call Triple Zero (000).

Please advise Prime of the emergency by calling 03 5229 8822 or emailing

Urgent Repairs

Renters should follow the following steps for urgent repairs:

  1. For urgent repairs during normal business hours, contact our office on 03 5229 8822
  2. For urgent repairs after normal business hours, which fit into the list set out in the Residential Tenancies Act 1997 (refer list below), the renter should firstly contact the Property Manager on 03 5229 8822 and leave a message
  3. If a response has not been received after a short period of time, the trades people below should be contacted, and the urgent repair discussed with them

Under the Residential Tenancies Agreement (Section 3), an urgent repair is defined as:-

  • Burst hot water unit
  • Serious roof leak
  • Blocked/broken lavatory
  • Gas leak
  • Flooding/serious flood damage
  • Serious storm or fire damage
  • Dangerous electrical fault
  • Failure or breakdown of the gas, electricity or water supply
  • Failure or breakdown of any essential service or appliance provided by the rental provider for hot water, cooking, heating or laundry
  • A cooling appliance or service provided by the rental provider is not working
  • The property does not meet minimum standards
  • A safety-related device, such as a smoke alarm or pool fence, is not working
  • An appliance, fitting or fixture which is not working properly and causes a substantial amount of water to be wasted
  • Any fault or damage that makes the rented premises unsafe or insecure, including pests, mould or damp caused by or related to the building structure
  • A serious fault in a lift or staircase


Plumber/Roofing PlumberLocal Plumbing Group1800 224 229
PlumberNott & Drew0449 271 420
Electrician HBK Electrical0402 754 519
Electrician Jet Electrical0439 887 790

Renter May be Required to Pay for Maintenance Accounts

Be aware that the renter may be requested to pay the account if the repairs are not urgent or are deemed not to be the rental provider’s responsibility and the renter requested for a trades person to attend.
At times our tradespeople attend properties and it turns out the problem was either something caused or was something that could have been easily rectified by the renter or occupant. In these cases the rental provider is not required and will not pay any charges incurred. In these cases, the charges will need to be covered by the renter or occupant. Areas where you will be required to pay a call out fee and possible extra charges are as follows:

  • Electric appliance that belongs to the property – If an electric appliance stops working and you have failed to switch on a Circuit Breaker or Safety Switch back on in the fuse box or turn on a switch to the appliance itself.
  • Electric appliance that belongs to the property – If you have damaged, misused or failed to maintain the appliance.
  • Electric appliance of your own is causing the issue – If an electric appliance of yours is tripping out the power or causing damage to the premises.
  • Gas heating / Gas hot water service – If the pilot light has extinguished and it just needs re-lighting.
  • Gas instant hot water – If the power point to the unit is off or switch has turned off in electricity switch board.
  • Plumbing blockage (Sinks, showers, baths, toilets, outdoor drains and pipes) – If it’s found food, toiletries, hair or any other types of objects are causing the blockage.
  • Plumbing blockage – If it’s found the sewer lines have been accidentally or intentionally damaged.
  • Burst or leaking water line – It’s found the water line has been damaged accidentally or intentionally. (If the water meter tap is turned off and the leak is still occurring please contact Barwon Water on 1300 656 007)
  • Any other situation where it’s found you are at fault or failed to find the simple remedy.

We advise you to have attempted checking the items stated above to limit the chances of you having to pay any charges incurred from our tradespeople.

Spare Keys

If the renter requires spare keys to the property to be dropped off during work and after normal business hours (Monday to Friday 9.00am to 5.00pm) a call out fee is payable by the renter, as provided for in the Tenancy Agreement, provided staff are available to respond and keys are available.