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Who to contact first
Many renters in Australia talk to a property manager at a real estate agency. Some rent directly from the owner. Check your rental papers or your first emails to see who looks after repairs. In a share house, you may need to tell the head tenant first. It is often good to call and also send a short email or message. Writing it down helps everyone remember the details.
Hi, I'm renting at 12 Smith Street. I'd like to report a repair.
Who is the best person to talk to about repairs?
I'll send you an email with the details too.
Describe the problem clearly
Say what is broken, where it is, and when it started. Keep it short. If you can, take a photo or a short video. Say if the problem is getting worse. If you don't know the English word for something, describe it: 'the thing under the sink' is fine. People are used to this. You can also say how it affects your daily life.
The hot water stopped working yesterday morning.
The kitchen tap is leaking, and it's getting worse.
I can send you a photo so you can see it.
If it feels urgent
Some problems can't wait, like no hot water, a big water leak, a gas smell, or no power. Say clearly that it feels urgent and ask what to do next. Your agent may have an after-hours number or a list of tradespeople. If you smell gas or see danger, leave the area and contact emergency services first. Then tell your agent.
I think this is urgent. What should I do now?
Is there an after-hours number I can call?
Water is coming through the ceiling. Can someone come today?
Booking a time with the tradesperson
Often the agent sends a plumber, electrician or other tradesperson. They may call you to arrange a time. Tell them when you are home. Ask how long the job might take. If you can't be there, ask if they can use a key from the agent. It's okay to ask them to text before they arrive.
I'm home after 3 pm on weekdays. Does that work?
Could you send me a text when you're on the way?
About how long will the job take?
Following up politely
Sometimes nothing happens for a while. That's common, and a friendly follow-up is normal. Mention the date you first reported it. Ask for an update and a time. Stay calm and clear. If the fix didn't work, say so. Keep your messages and notes, so you have a record of what happened and when.
I reported this last Monday. Is there any update?
The plumber came, but the tap is still leaking.
Could you let me know when someone can come back?
Common questions
Do I need to be home when the tradesperson comes?
Not always. Some agents give the tradesperson a key. Ask your agent what usually happens and say what you prefer. You can ask for a message before they arrive.
What if I don't understand the tradesperson?
That's okay. Ask them to slow down or show you. You can say, 'Sorry, could you say that again more slowly?' Most people are happy to help.
Should I call or email?
Many people do both. A call is quick, and an email or message gives you a written record. Keep a copy of what you send.