Frequently Asked Questions

Please check if the pilot light gone out and you are able to relight?

1. It is always important to check with your service provider/distributor to see if they can help first.
2. And also you could check with your neighbour/other residents/building manager, perhaps there are temporary work in the area.
3. For power outage, check if main switch or any circuit switch has tripped. You can turn safety switch back on and test appliances one at a time, if it goes off again you should be able to determine the appliance or area that has the issue.

1. Have you checked if the power supply to the aircon is functioning.
2. Next ensure that the thermostat is set to a temperature lower than the current room temperature. Also check the air filter for any blockage or dirt; a clogged filter can affect the airflow.
3. Inspect the circuit breaker to see if it’s tripped. Reset if necessary.
4. Check the condenser unit outside for any debris or obstructions.
5. Rest the condenser for a bit on an extreme hot day and restart it again once all the above hassles are cleared.

1. Check the leak is inside or outside and can you isolate the water leak with the seperate switch to control it without affect the main water supply?
2. If server water leak or water burst, please locate water mains and turn the switch/lever off until a plumber can attend.

1. Identify the Affected Drain: Determine which drain or sink is blocked. Is it a kitchen sink, bathroom sink, bathtub, or shower?
2. Check for Obvious Obstructions: Look for any visible debris, such as hair, soap scum, or food particles, near the drain. Remove any debris you can reach.
3. Try a Plunger:
   1. Create a Seal: If it's a sink or bathtub drain, partially fill the basin with enough water to cover the plunger's head. Place the plunger over the drain and ensure it forms a tight seal.
   2. Plunge: Push and pull the plunger up and down rapidly several times. This action can dislodge minor blockages.

As the majority of blockage are caused by what is being put down the drains which will be renters’ responsibility if the cause is hair, food, grease or cooking oil etc.

1. Regular Cleaning: To prevent future blockages, consider periodically pouring a mixture of baking soda and vinegar down your drains and flushing them with hot water. You can also use drain screens to catch debris before it goes down the drain.
2. Avoid Putting Grease Down the Drain: In the kitchen, avoid pouring grease or cooking oil down the drain, as it can solidify and block the pipes.
3. Regularly Clean Pop-Up Stoppers: In bathroom sinks and tubs, remove and clean pop-up stoppers to prevent hair and soap buildup.

Under the Residential Tenancies Act, urgent repairs are very clearly defined as:

• Burst water service
• Blocked or broken toilet system if that is the only unit
• Serious roof leak
• Gas leak
• Dangerous electrical fault
• Flooding or serious flood damage
• Serious storm or fire damage
• Failure or breakdown of the gas, electricity or water supply
• Any fault or damage in the premises that makes the premises unsafe or insecure
• An appliance, fitting or fixture that is not working properly and causes a substantial amount of water to be wasted.
• A serious fault in a lift or staircase

Please Note: If a tradesman is called out for a repair that is deemed NON- URGENT, the Tenant/s will be responsible for payment of the invoice. Any urgent repair cost will need to be at reasonable market rate and comparables are needed.

For urgent repairs please follow the "How to deal with urgent repairs?" section.

If an emergency occurs during our business hours Monday-Friday 9:30am-5:00pm. Please call your property manager or our office first on +03 8899 7145, and provide all the proof with photos and videos if necessary to your property manager's email.

If you arrange for a repair and it is not classified as an emergency repair during off hours, the rental provider may not be required to reimburse you for the costs.

For all non-urgent maintenance items, the repair requests are required to be lodged in writing either via tenant portal or email along with supporting photos or video (where applicable).

Once your request is received, your property manager will contact the rental provider for approval and issue a work order to the appropriate tradesperson. Please note that non-urgent maintenance items will be attended to during standard office hours.

Emergencies and urgent repairs can happen unexpectedly in a rental property. It's essential for renters to know how to handle such situations to ensure your safety and the integrity of the property. Here's an urgent repair process that renters should follow:

Step 1: Assess the Situation

1. Stay Calm: Keep a clear head and stay calm, even in a stressful situation.
2. Determine Urgency: Assess the severity of the issue. Is it a true emergency that requires immediate attention, or can it wait until the next business day?

Step 2: Contact Property Manager or Gem Realty Office

1. Immediate Notification: If the issue is urgent and directly related to the property's safety or habitability (e.g., water burst, gas leaks, electrical problems, security concerns), contact your property manager or Gem Realty office immediately. Use the contact information provided in your lease agreement.
2. Provide Details: Clearly describe the problem and its location. Include any relevant details to help the property manager understand the issue. Put everything in an email with photos or videos for property manager to pass it to the trades person.

Step 3: Follow Emergency Contact Procedures

1. If unable to reach Gem Realty due to outside of business hours or on public holidays:
2. In case you cannot reach your property management for confirmed urgent repairs, please contact the approved list of contractors to call in emergencies. Trade – Contact Number – Contact:
   • Plumber – PlumbSmart (03) 9467 9307
   • Plumber – Melbourne Plumbing Group 1300 116486
   • Plumber & Appliances – MAXFIX Appliance Repair 0426 778 884
   • Electrician – Approved Electicx Dean 0451 031 612
   • Locksmith – Artist Locksmiths 0410 974 734
   • Locksmith — On Call Locksmiths - 03 8593 7483
   • Yarra Valley Water 13 27 62
   • Southeast Water 13 28 12
   • Melbourne Water 13 16 91
   • Powercor — 03 9683 4444
   Emergencies:
   • State Emergency Service – Contact 132 500
   • Emergency services such as Police, Ambulance, CFA and SES may be more appropriate in some situations.
   • If you are in immediate danger, please call 000 immediately.
3. Prior to engaging with the tradesperson, we recommend reviewing the troubleshooting page and take initial course of action.

Step 4: Take Immediate Safety Precautions

1. Mitigate Damage: If it's safe to do so, take necessary measures to prevent further damage. For example, shut off the water main in case of a major leak, or turn off the gas supply if you smell gas.
2. Ensure Your Safety: Evacuate the property if it poses immediate danger to you or your family's safety.

Step 5: Documentation

1. Document the Issue: Take photos or videos of the problem to document the situation.
2. Keep Records: Maintain a log of all interactions with property management, and repair professionals, including reports, dates, times, and names of individuals involved.

Remember that urgent repairs can be stressful, but following a clear and organized process can help ensure your safety and the prompt resolution of the issue. Always maintain open communication with your landlord or property management to foster a positive working relationship.