Maintenance
How to report maintenance.
When something at home isn’t behaving the way it should, the quickest way to get it sorted is by lodging your maintenance request through the Tapi Concierge. It will guide you with simple troubleshooting steps that often fix the issue on the spot, saving you from waiting for a team member or trade to attend unnecessarily.
You will notice a Report Maintenance button inside the PropertyMe Tenant App, however we do ask that you use Tapi instead so everything comes through clearly and consistently. Some homes even have a QR code tucked under the kitchen sink or inside the pantry to make reporting even easier.
Please make sure you log all maintenance and include clear photos along with as much detail as you can so we can action things efficiently.
If you are experiencing Emergency Maintenance please see below.
What to do in an emergency?
If you are ever faced with genuine Emergency Maintenance, it is important to know what qualifies under Queensland legislation so you can act quickly and safely.
Emergencies include situations like a burst water pipe, serious flooding, a total loss of power where it is not an Energex issue, dangerous electrical faults, a gas leak, or anything that makes the property unsafe or unliveable. In these instances you can contact DC Electrical on 1300 707 694 or Murphy Plumbing & Gas on 0415 522 959 if our team is unavailable.
A chirping smoke alarm, however annoying, is not classified as an emergency and must be lodged through the Tapi Concierge so it can be attended to appropriately. If in doubt, keep calm, stay safe and reach out through the correct channel so we can guide you from there.
What happens if you’re locked out?
If you ever find yourself locked out, don’t panic, there are a couple of ways to get back inside depending on the time of day.
During our business hours of 9am to 4pm Monday to Thursday and 9am to 1pm on Fridays, you can arrange a time to pop into our office at 76 Brunswick Street, Fortitude Valley to borrow our office set of keys, let yourself in and return them the same day, or you can have one of our team attend for a $55 lockout fee.
Outside of business hours the lockout fee is $110, and while we will always do our best to provide access, there may be times we simply cannot get to you, in which case you will need to arrange a locksmith at your own cost.
If your property has digital locks installed, the same fees apply depending on when the lockout occurs, however there is no option to collect physical keys from our office.
Be smart this storm season
If you experience issues during a storm, such as water leaking into the property or damage caused by severe weather, your first point of contact should be the SES on 132 500, as they are the only service able to assist while the storm is still active.
Our team and trades cannot safely attend until conditions have cleared, and any repairs will depend on trade availability once it is safe to proceed. Please also make sure you lodge the maintenance through the Tapi Concierge so we have a full record of what has occurred and can organise any follow-up work promptly.
We strongly recommend signing up for Brisbane City Council’s severe weather alerts as well, which keep you updated in real time and help you prepare before conditions worsen. You can register at bswa.brisbane.qld.gov.au.
Frequently Asked Questions
WHAT COUNTS AS EMERGENCY MAINTENANCE?
The Residential Tenancies and Rooming Accommodation Act 2008 (the Act) states that there are two types of repairs – emergency and routine repairs. Emergency repairs are defined in the Act. Any repairs that are not listed as emergency repairs in the Act are routine repairs. Emergency repairs do not apply to rooming accommodation. All repairs to rooming accommodation are defined as routine repairs.
Emergency repairs are:
- a burst water service or a serious water service leak
- a blocked or broken toilet
- a serious roof leak
- a gas leak
- a dangerous electrical fault
- flooding or serious flood damage
- serious storm, fire or impact damage
- a failure or breakdown of the gas, electricity or water supply
- a failure or breakdown of an essential service or appliance on the premises for hot water, cooking or heating
- a fault or damage that makes the premises unsafe or insecure (this includes smoke alarms)
- a fault or damage likely to injure a person, damage property or unduly inconvenience a tenant
- a serious fault in a staircase, lift or other common area of the premises that unduly inconveniences a tenant in gaining access to, or using, the premises
- repairs that are required to make the rental property comply with minimum housing standards are classified as emergency repairs.
WHY HAS MY POWER GONE OUT?
When the power cuts out unexpectedly, the first place to look is your switchboard. A tripped safety switch is incredibly common and usually triggered by an overloaded circuit or a faulty appliance. Reset the switch if it has tripped, then take note of what you were using at the time so you can avoid repeat issues. If everything in the switchboard appears normal and the power is still out, head to the Energex outages page to check whether there is a broader interruption affecting your neighbourhood. Storms, planned maintenance and unexpected faults can all cause area-wide outages, and in those cases you will simply need to wait for Energex to restore supply.
https://www.energex.com.au/outages/outage-finder/outage-finder-map/
WHY HAS MY INTERNET OR NBN STOPPED WORKING?
When your internet or NBN service drops out, a quick reboot of your modem can often solve the problem. Turn it off for thirty seconds, power it back up and wait for the lights to stabilise. If you are still offline after that, check the NBN outages page to see whether the issue is part of a wider network outage rather than something inside the property. Heavy rain, network upgrades and localised faults can all impact the connection. If the network is fine and the restart didn’t help, it may be worth updating your provider, but always try these steps first as they resolve most connectivity hiccups.
WHY DON'T I HAVE ANY HOT WATER?
If your hot water has disappeared, start with the basics. For electric systems, check that the hot water tank is full and hasn’t recently emptied, as it may simply need time to reheat. For gas systems, inspect the pilot light to ensure it hasn’t gone out, which can happen during windy weather or after a brief supply interruption. Relighting the pilot (following the manufacturer’s instructions) often restores hot water immediately. If neither of these is the issue, take note of any unusual noises or leaks around the unit and lodge a request through Tapi Concierge so we can investigate further.
WHY ISN'T MY OVEN OR STOVE TURNING ON?
If your oven or cooktop suddenly refuses to work, the most common culprit is the appliance isolator switch, usually located on the splashback or wall nearby. These switches can be bumped off without anyone realising, especially when cleaning or shifting items around the bench. Make sure the switch is in the on position before assuming the appliance has failed. If it is on and still not working, try another power point (if applicable) or check the switchboard for any tripped circuits. Only after these checks should you lodge maintenance, as most issues come down to the isolator.
WHY HAS MY AIR CONDITIONER STOPPED COOLING?
When your air conditioner starts blowing warm air or loses cooling power, dirty filters are almost always to blame, particularly in Queensland’s humid climate where dust builds up quickly. Remove the front panel, slide the filters out and give them a thorough clean under running water, then allow them to dry fully before reinstalling. A clean filter lets the unit breathe properly and often restores cooling immediately. If the unit is still struggling after cleaning, pay attention to any unusual lights or noises and lodge a request through Tapi Concierge so we can take a closer look.
WHY IS MY TOILET CONSTANTLY RUNNING?
A toilet that won’t stop running is usually caused by the internal float or mechanism getting stuck or misaligned. Lift the cistern lid carefully and take a look inside. If the float has caught on something or is sitting at an odd angle, gently reposition it so it can move freely again. This small adjustment often stops the water flow instantly and prevents unnecessary water wastage. If the issue continues or you notice water leaking from the base or pipes, lodge a maintenance request through Tapi Concierge so we can arrange a plumber to assess it properly.
