Common Repair & Maintenance Questions

Maintenance is a major point of contact between Peter Bruhn & Associates (PB&A) and its Tenants.  It is an opportunity to attend to repairs and pro-active maintenance of the property asset.  Repairs are carefully planned and prioritised to ensure critical and essential work is completed first.  Where possible proactive work is completed at the same time for efficiency.  We understand that the properties we manage are a highly valuable asset and part of our service is to recognise and provide opportunities to maintain and improve the value of the asset.

Ways that PB&A identify maintenance?

• Through regular and thorough property inspections (completed quarterly).
• Completing end of tenancy inspections.
• Walking through the property when conducting home opens and observing for any potential maintenance.
• When the Tenant contacts our team to report a maintenance issue, we communicate with the tenant to obtain further details.  We request a photo or video of the issue be sent through to us to determine the severity of the maintenance and hopefully determine the cause and approximate cost of the repair prior to sending anyone out.

How we prioritise maintenance?

• Maintenance that affects the health, safety or security of the Tenant  is categorised as urgent.
• Maintenance that does not affect essential services, health , safety or security are generally not considered urgent but may still be important.  We alter response times to match the individual circumstance.
• Once we have determined the issue we use our experience of similar situations to troubleshoot and repair the problem before contacting the Landlord.  If we are unable to fix the problem through our troubleshooting process we will contact the relevant contractor and look for any gaps in our troubleshooting and obtain and over the phone quote for the issue to be rectified.  At this point the Landlord is contacted with a summary of the situation and a solution or options to move towards a solution.
• Non-urgent maintenance or suggested improvements are provided on the routine inspection report which is conducted quarterly.

Who will complete the maintenance?

• We have a list of qualified, licensed and insured tradespeople that undertake the relevant maintenance.  As the Owner you are able to attend to the maintenance yourself (provided it does not require a qualified tradesperson) or you can provide us with a list of your preferred contractors.

What are the Landlords responsibilities?

• Undertaking repairs to ensure the property is safe, secure and clean.  Ensuring the property is fit to live in.
• Maintaining the property in a reasonable state of repair.

What are the Tenants responsibilities?

• To keep the premise clean.
• To repair any damage caused by the Tenant or visitors in a timely manner.
• Notifying the Agent as soon as possible of any maintenance and doing what they can to prevent further damage.
• To communicate with the Agent and or the contractor when organising maintenance work to be completed.
• To leave the premise in the same condition when they vacate as it was at the commencement of tenancy minus fair wear and tear.
• Extend courtesy and respect to the contractor attending to maintenance and ensure pets and children are kept away from the area where maintenance is being completed to ensure the contractor is not distracted.

Can Tenants be charged for any repairs?

• Yes, if they have caused the damage or a visitor to their home has caused the damage.
• If a contractor has been called out to the property to attend to maintenance and there is no fault found.  For example if a Tenant advised the hot water system is not working and the contractor attends and it is a matter of just turning the pilot light on, the Tenant is responsible for the call out fee.  Or if an electrician has to attend as a result of an RCD failure and it is caused by one of the Tenants appliances then the Tenant is responsible for paying the cost.

What can Tenants expect when they report repairs or maintenance?

• One of our team members will ask them several questions about the reported issue and the surrounding circumstances and attempt to troubleshoot the issue with the Tenant.
• The tenant may be asked to refer to the manual provided to resolve the issue and run through some tests or troubleshooting processes.
• They will be asked to report the issue in writing and provide a photo or video of the issue.
• The property manager will then seek authorisation from the Landlord for the repairs if required and advise the Tenant of what action has been taken and a time frame for when the contractor will attend.
• The property manager will keep the Tenant informed of progress if it is an issue that is not able to be resolved on the day.

If you have any questions please do not hesitate to contact one of our team members on (08) 9308 8999 or by email at office@peterbruhn.com.au