Maintenance Request

Reporting a Maintenance Issue

To ensure your maintenance request is attended to as quickly as possible, all non-urgent maintenance requests must be submitted through the Ailo app. This allows your request to be logged immediately, tracked throughout the repair process and ensures all relevant information is provided to your Property Manager.

When lodging your request through Ailo, please include:

• A clear description of the issue.
• Photos or videos where possible to assist with assessment.
• Any relevant information that may help the attending contractor.

It is a strict policy of our office that all non-urgent maintenance requests are submitted in writing via Ailo before they can be actioned.

Emergency Maintenance

If the maintenance issue is an emergency, please contact our office immediately on (07) 3349 3370.

If the emergency occurs outside of business hours, please leave a detailed voicemail outlining the situation and refer to the emergency contact numbers provided in your tenancy agreement.

Where possible, please also lodge the maintenance request through Ailo so that your Property Manager has a written record of the issue and any supporting photos.

Under Queensland tenancy legislation, emergency repairs include:

• A burst water service or serious water service leak.
• A blocked or broken toilet system.
• A serious roof leak.
• A gas leak.
• A dangerous electrical fault.
• Flooding or serious flood damage.
• Serious storm, fire or impact damage.
• Failure or breakdown of the gas, electricity or water supply.
• Failure or breakdown of an essential service or appliance for hot water, cooking or heating.
• A fault or damage that makes the property unsafe or insecure.
• A fault or damage likely to injure a person, damage property or cause undue inconvenience to the tenant.
• A serious fault in a staircase, lift or other common area that prevents reasonable access to or use of the property.

Please note that if a contractor attends and the issue is determined not to be an emergency, the tenant may be responsible for part or all of the associated call-out and repair costs.