Maintenance and Repairs
Need something fixed? We're here to help.
We understand that things can go wrong from time to time, and keeping your rental property in good working order is important. Our Property Management team is here to help coordinate repairs and maintenance throughout your tenancy.
To help us manage requests efficiently, all general maintenance requests should be submitted through the PropertyMe Tenant Portal. This allows our team to receive the details of the issue, review supporting photos and keep you updated as your request progresses.
How to lodge a maintenance request
The easiest way to report maintenance is through your PropertyMe Tenant Portal.
You can access the portal in two ways:
Option 1 – Log in online
Access PropertyMe through your web browser using the link below.
https://my.propertyme.com
Option 2 – Download the PropertyMe Tenant App
Download the PropertyMe Tenant App to your smartphone for convenient access to your tenancy information and maintenance requests.
Click here to download for Apple
Click here to download for Android
Once logged in, navigate to the maintenance section and select the option to lodge a new request. You'll be able to:
- Describe the maintenance issue and where it is located.
- Upload photographs or supporting information.
- Provide additional details to help us understand the problem.
- Track the progress and status of your maintenance request.
The more information you provide, the better!
Clear descriptions and photographs help our team assess the issue and determine the next steps.
Having trouble accessing the portal or unsure how to submit a request? That's okay!
You can contact your Property Manager directly by phone or email, and we'll be happy to assist.
Emergency situations
Is someone in immediate danger, or is there an immediate threat to life or safety?
In an emergency, call 000 for Police, Fire or Ambulance assistance. Do not wait for a response through the tenant portal or email.
For situations involving immediate threats to the property, such as significant flooding, fire or major storm damage, take reasonable steps to keep yourself safe and prevent further damage where possible. Contact emergency services where required and notify your Property Manager as soon as it is safe to do so.
For storm and flood assistance, you can also contact the NSW State Emergency Service (SES) on 132 500.
Urgent repairs
Under the NSW Residential Tenancies Act 2010, certain repairs are classified as urgent and must be reported to your Property Manager immediately.
Urgent repairs generally involve issues that affect the safety or security of the property, risk significant damage or interrupt essential services.
Examples of urgent repairs include:
- A burst water pipe or significant water leak.
- A blocked or broken toilet.
- A serious roof leak.
- A gas leak.
- A dangerous electrical fault.
- Flooding or serious flood damage.
- Serious storm or fire damage.
- A failure or breakdown of the gas, electricity or water supply.
- A breakdown of an essential service, including hot water, cooking, heating, cooling or laundering.
- Any fault or damage that makes the property unsafe or insecure.
What should you do?
- Contact your Property Manager immediately by phone and explain the issue.
- If the issue occurs outside business hours, email your Property Manager with a description of what has happened and follow the urgent repair instructions in your tenancy agreement.
- If you are unable to reach your Property Manager, refer to the nominated emergency tradespeople provided in your tenancy agreement or our Emergency Repairs Guide.
- Where appropriate, contact the relevant approved tradesperson to assess the situation and arrange the necessary response.
Please do not assume that submitting a request through the portal or sending an email alone is sufficient notification of an urgent repair. Where possible, always speak with someone directly.
Important: Please do not arrange non-urgent repairs yourself or authorise work without approval from your Property Manager. Specific rules apply to urgent repairs, including the use of qualified tradespeople and reimbursement requirements.
Non-urgent maintenance
Not every maintenance issue requires immediate attention. General wear and tear, minor faults and maintenance items that do not affect the safety, security or essential services of the property are generally considered non-urgent.
Examples of non-urgent maintenance include:
- A dripping tap that is not causing significant water wastage.
- A faulty cupboard door, handle or drawer.
- Minor cracks or cosmetic damage.
- A loose door handle or hinge.
- A faulty light fitting where there is no electrical safety concern.
- Minor issues with appliances that do not affect an essential service.
- General maintenance or repairs that do not require immediate attention.
What should you do?
Simply log your request through the PropertyMe Tenant Portal, providing a clear description and photographs where possible.
Our Property Management team will review your request, assess the issue and liaise with the landlord and relevant tradespeople to arrange the appropriate next steps.
Please allow reasonable time for non-urgent maintenance requests to be assessed and arranged. We will keep you updated as your request progresses through the portal.
A few important things to remember
- Always report maintenance issues as soon as you become aware of them, even if they appear minor.
- Include photographs wherever possible to help us assess the issue.
- If a maintenance issue worsens or becomes urgent, contact your Property Manager immediately rather than waiting for your existing request to be actioned.
- Do not engage tradespeople or authorise repairs without the appropriate approval, except where the specific legal provisions for urgent repairs apply.
- If you are unsure whether something is urgent, please contact your Property Manager for guidance.
We're here to help keep your home safe, comfortable and well maintained throughout your tenancy.
Contact details
LJ Hooker Wollongong Property Management Team - 02 4229 8600 -
ljhookerwollongong@email.propertyme.com
LJ Hooker Shellharbour Property Management Team - 02 4296 5111 -