How serious is your maintenance issue?

As a tenant, if you notice that something in the property fails to work as it should or otherwise needs repair, you should contact your property manager or landlord as soon as possible. 

The landlord is responsible for ensuring the property is kept in a reasonable state of repair given the age of the property and the rent being paid. Of course, they must also comply with building, health and safety laws & the Residential Tenancies Act. However, the landlord is not obligated to fix every issue brought to their attention. 

As a tenant, unless agreed otherwise, you are responsible for such tasks as replacing light bulbs, changing smoke detector batteries, cleaning windows, dusting, removing cobwebs and routine garden maintenance such as watering, mowing and weeding.

Determine the Severity of the Maintenance Issue

Before calling or emailing your property manager know whether your issue is low, moderate or high in urgency.

  • High Urgency: Needs immediate attention/callout
  • Moderate Urgency: Needs quick attention but not an immediate callout
  • Low Urgency: Worth noting to the landlord but not serious or a risk to personal safety or the homes integrity.

Examples of High Urgency Requests: Immediate Response

  • Burglaries or alarms going off
  • Smell of gas or a defined gas leak
  • Lights, sockets or electrical appliances sparking or surging or any identified & dangerous electrical fault
  • Burst water service or a serious water service leak
  • Blocked or broken toilet or sewage lines
  • Flooding or serious flood damage
  • Serious storm or fire damage
  • A failure or breakdown of the gas, electricity or water supply to the premises (Read here first “What to do if I have no power, water or gas”)
  • Failure or breakdown of the stove or oven
  • Fault or damage which makes the premises unsafe or insecure

Examples of Moderate Urgency Requests: In a Timely Manner

  • Appliances not working- If provided by the landlord
  • Clogged or broken gutters
  • Clogged or slow shower or sink drain
  • Interior light stop working- Not just the bulb burning out. The actual light fixture is not working.
  • Insects, pests or infestations of any sort if within the first 3 months of the tenancy. After the first 3 months of your tenancy any infestations become a tenant responsibility to remedy. (We still require to be notified)


Examples of Low Urgency Requests: Time Is Not of the Essence

  • Cracked Tiles, worn carpet etc
  • Grout or sealant wearing out or coming up
  • Damaged Flooring That Does Not Create a Walking Hazard- Tear in carpet/stain in carpet/hardwood floor needing repair/saddle coming up
  • Running Toilet (This may become “Moderate in Urgency” if large leak and consistent)
  • Curtains hanging off the rail
  • Small cold water tap leaks (This may become “Moderate in Urgency” if large leak and consistent)
  • Cabinet doors hanging off hinges
  • Minor holes in walls

What is the tenant responsible for?

  • The immediate reporting of all maintenance issues.
  • Removal of garbage and waste from the property including lawn clippings if you are responsible for cutting.
  • Damage caused by the tenant or the tenant’s guests: You can repair this damage but you must first report it and check in with your property manager.

What to do when you have a maintenance issue!

  1. Determine the severity
  2. If “Urgent” call 09 373 5400 immediately
  3. All “Moderate” or “Low” take photos if possible and email with a full description of the issue to [email protected]