How can we help?
Whether it’s a quick question or something that needs fixing, you’ve got fast ways to reach us, day or night.
Ways to get support
Meet Betty, your 24/7 assistant
Betty is our chatbot, ready to help the moment you need it. It’s free and accessible in our renter portal. Ask about anything, like:
When you need repairs done urgently
What to do first
In an emergency, you should first call your property manager. If it is after hours and you can’t reach them, log in to the renter portal and chat with the Betty chatbot or contact an authorised emergency trade below to make things safe.
Electrical and gas emergencies
For any electrical or gas emergency, call Detector Inspector on 1300 134 536. For any other issues, use the authorised trades list below. If a repair turns out to be non-urgent but you arrange repairs, you may be responsible for the cost, so check the list first.
What counts as an emergency repair?
An emergency is a problem that could harm someone or make the home unsafe to live in. This includes:
- A burst water service
- A blocked or non‑working toilet
- Serious roof leaks
- Flooding or major water damage
- A fault that wastes a significant amount of water
- A gas leak
- A dangerous electrical fault
- No hot water, water, heating, cooking or laundry — any essential service not working
- Gas, electricity or water supply not working
- A cooling system provided by the rental provider not working
- The property not meeting minimum standards
- A safety device not working, such as a smoke alarm or pool fence
- Any issue that makes the property unsafe or insecure, including pests, mould or damp caused by the building
- A serious problem with a lift or staircase
Authorised trades for emergencies
For electrical or gas, first call Detector Inspector on 1300 134 536.
If they don’t service your area, choose another electrician or plumber from the list. Call the contact that matches your issue.
Electrical or gas emergencies
Detector Inspector
1300 134 563
info@detectorinspector.com.au
Most maintenance issues
Advance Essential Service
03 9021 9388
Info@advanceessentials.com.au
Plumber
Melbourne Plumbing Group
1300 116 486
info@melbourneplumbinggroup.com.au
Flooding
Flood Response
1300 819 396
service@floodresponse.com.au
Electrician
Lume Electrical Services
03 9532 3723
info@lumeservices.com.au
Locksmith
Wynns Locksmiths – North
03 9495 1122
keys@wynnslocksmiths.com.au
Heating and cooling
Simple Air Solutions
0400 089 138
markconwayaircon@gmail.com
Smoke alarms
Detector Inspector
1300 134 563
info@detectorinspector.com.au
Appliances
Do All Appliances
1300 366 365
bookings@doallappliances.com.au
Need something fixed that isn’t urgent?
If you’ve noticed something needing repair but it’s not an emergency, report it as soon as you notice it. The sooner we know, the sooner it’s sorted.
Log the issue
Use the renter portal, chat to Betty in the renter portal, email your property manager or call us.
Add a photo
It helps the tradesperson to turn up prepared
We’ll seek landlord approval and arrange a trade
They’ll contact you to book a time that suits
We confirm it’s done
We’ll check so nothing slips through the cracks
Non-urgent repairs
For non-urgent work, we need the owner’s approval before anything starts. Please don’t arrange repairs yourself without our go-ahead, you could have to pay the cost.
