All maintenance requests must be submitted using our online Property Tree Portal. You will need to register for the portal to be able to lodge any maintenance. If you are yet to register for the portal, please email firstname.lastname@example.org with PORTAL in the subject line and we will forward you an email with a link to register.
How to report maintenance:
Before lodging a maintenance request, please check take the time to ensure that you are not able to troubleshoot the problem yourself first. Please read any manuals (where applicable) and attempt to follow any suggested steps, confirm with your providers if there are any outages (electricity/gas). If you have been unsuccessful in troubleshooting the issue yourself, please lodge your maintenance request following the below steps:
Log into the Property Tree Online Portal.
Click My Tenancy > Maintenance Requests > Actions (top right) > Create Maintenance request.
Summary > This should be a brief overview of the item which needs repairing. (Example: Bathroom Door Hinge, Kitchen Tap)
Description (detailed) > Please provide a detailed description of the problem. Where applicable, ensure that you provide the make, model & serial number as we will require this for most repairs. The more information provided the quicker and easier it will be to have the matter resolved in a timely manner.
Add attachments (photos) > All maintenance requests MUST have photos attached. These photos are forwarded onto the owner when requesting approval and our tradespeople.
The progress bar will keep you informed of the status of your job:
UNDER REVIEW – Property Manager is reviewing your request
IN PROGRESS – Property Manager has actioned your request
COMPLETED – Your request has been actioned and complete
For any urgent maintenance problems, please lodge a maintenance request through the portal and please also contact our office immediately on 5244 5675.
Please be aware you will be responsible for paying for maintenance if:
· Unapproved contractors are used.
· The work has not been approved in advance.
· The issue was due to misuse or neglect on the part of the tenant.
· You arrange emergency maintenance and the item could have waited until business hours
· Your personal appliance caused the damage.
· You complete maintenance works to the property yourself without the owners consent.