Reporting Maintenance Issues

Reporting property maintenance in a rental property is a key responsibility for tenants, ensuring the property remains safe, functional, and well-maintained. Tenants should promptly notify their property manager of any issues that arise, such as leaks, electrical faults, or structural damage, as these can worsen over time if left unaddressed.

Timely maintenance reporting benefits both tenants and property owner. For tenants, it ensures their living environment remains comfortable and compliant with health and safety standards. For landlords, addressing issues promptly prevents minor problems from escalating into costly repairs, preserving the property’s value.

Clear communication is crucial—providing details such as the nature of the issue, its location, and any photos can help expedite the repair process. By working together to handle maintenance effectively, both parties can contribute to a successful and harmonious tenancy.

How To Report A Maintenance Issue

In addition to your allocated Property Manager overseeing all maintenance at your property, we also have a great backend support staff whose role is to log all maintenance requests promptly into our system, assign to trades and follow up on quotes and work. Here are the different ways to report a maintenance issue.

Reporting maintenance issues via email is most common and effective method. It provides a written record of the request, ensuring clear communication and accountability for both the tenant and the property manager. When reporting via email, tenants should include all relevant details about the issue, such as the nature of the problem, its exact location within the property, and how long it has been occurring. Attaching photos or videos of the issue can further clarify the situation and help expedite repairs by giving the property manager or landlord a clear understanding of what’s required.

PropertyMe - Tenant App

Property Zest uses the PropertyMe software system which includes access to the PropertyMe Tenant Portal and the Property Me Mobile Tenant App. This is a great way to report maintenance issues and allows you to provide all of the information, photographs and videos to help convey the issue. You will be provided with information on how to set up the Tenant Portal and Tenant App when you sign up for your rental property.

Phone

For urgent issues that require immediate attention, such as a burst pipe or gas leak, reporting maintenance via phone is often the fastest option. We have a 1300 number to access that will provide you with a phone number after hours for urgent issues. You will be able to phone or SMS the number provided to enable immediate reporting and action. While phone calls are ideal for emergencies, tenants should follow up with written confirmation, such as an email, to ensure there is a formal record of the issue and the actions taken. This dual approach ensures both speed and documentation for critical repairs.

"I am so grateful for Property Zest managing my rental property over the past 6 years. Samantha and the team have always been so supportive and responsive to the tenant and myself, and there has never been an issue that couldn't be solved quickly. I will be using them again, and I recommend them to everyone."

JANNA MALLON

Frequently Asked Property Management Questions

How quickly should maintenance requests be actioned?

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Answer

Maintenance requests will normally be actioned within 1-2 hours by our team – during business hours. This means they will acknowledge the request and commence the appropriate action. The actual rectification of the issue can depend on a number of factors such as the urgency of the maintenance, the availability of trades and suppliers or parts and the instructions we receive from the property owner. We aim to keep you updated at each stage along the process.

What is urgent maintenance?

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Answer

Urgent maintenance typically includes issues that pose immediate risks to safety or property, such as gas leaks, electrical faults, burst water pipes, or severe structural damage. These types of issues must be rectified promptly, for example, within 24-28 hours or as soon as possible. Sometimes this can depend on the availability of parts or trades and where this is the case, we will endeavour to put into place temporary repairs or measures to assist where possible.

Can I, as a tenant, undertake maintenance themselves?

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Answer

Tenants should not perform maintenance tasks without the property owners consent.