REPORTING REPAIRS

• CatholicCare Managed Properties

Urgent repairs for during office hours

Tel:              6162 6100

6207 1500 (Spotless)

Mobile:        0406 377 371

Email:          MaintenanceRequests@catholiccare.cg.org.au

If you have urgent repairs during business hours please call us on the above number(s) or alternatively contact your Support Worker or Case Manager. If you are unable to get in contact with us, you can call Spotless on 6207 1500. This is a 24 hour service. Please let us know if you have raised urgent repairs with Spotless so we can provide further support or follow up if required.

Urgent repairs for after hours

Tel:               6207 1500

If you have urgent repairs during the after-hours please call Spotless on 6207 1500, and they will organise repairs. However, if you are provided with an ON-CALL number by CatholicCare, please talk to on-call first. The on-call staff will provide you with necessary assistance including arranging the urgent repair.

NOTE: If you (or us) have requested urgent repairs from Spotless, you MUST ensure that you or someone is at home to allow the trade person into your property.

If Spotless is unable to organise urgent repairs, you (the tenant) may arrange to have the work carried out to a maximum value of up to 5% of the rent of the property over a year. CatholicCare will reimburse the tenant for reasonable costs. Tenant will only be reimbursed when:

• CatholicCare or Housing ACT were advised of the problem but could not arrange for it to be fixed in a reasonable time;
• Tenant did not cause the damage;
• The repair is carried out in a “tradesman” like manner.

Response Time: Urgent Repairs

For urgent repairs affecting health, safety and security; essential services failure; and urgent roof leaks we will respond within 4 hours. Examples of urgent repairs may include:

• Significant water loss/leak (e.g. roof, pipes)
• Tap won’t turn off resulting in significant water loss (e.g. a large (9L) bucket filled within an hour)
• A fault or damage causing the residential premises to be unsafe or insecure – e.g. property cannot be secured, window glass broken, door cannot lock
• Major external sewer overflow or any sewer overflow internal to premises
• Only toilet at property completely blocked and inoperable
• Gas Leakages and electrical dangers
• Loss of power supply or water supply
• Serious storm or fire damage
• A fault or damage likely to cause injury to person or property; or
• Temporary heating or complete failure of existing heating (during colder months).

Priority Next Business Day

Tel:              6162 6100

Mobile:        0406 377 371

Email:          MaintenanceRequests@catholiccare.cg.org.au

This refers to a maintenance issue that is causing significant inconvenience or has potential to develop into a health, safety or security risk. This category can also be assigned if there is a significant reduction in amenities such as loss of heating, cooking or hot water facilities. This type of repair will be completed by 6:00pm the next business day from the time the issue is reported.

For other maintenance and repairs and CatholicCare Maintenance program please see Maintenance & Repairs Fact Sheet.

CatholicCare’s Properties : All Maintenance & Repairs Including Urgent

Tel:              6162 6100

Mobile:        0406 377 371

Email:          MaintenanceRequests@catholiccare.cg.org.au

If you live in a property that is owned by CatholicCare and you need any repairs including urgent and non-urgent work, you will need to write; email; or phone us using the contact information provided. If CatholicCare is unable to organise urgent repairs, the tenant may arrange to have the work carried out to a maximum value of up to 5% of the rent of the property over a year. CatholicCare will reimburse the tenant for reasonable costs.

Home Maintenance and Gardening Service

Tel:              6162 6100

Under the Residential Tenancies Agreement, tenants are responsible for maintaining the grounds, gardens and gutters to ensure they are in a reasonably neat, tidy and clean state. If you are unable to undertake such work we are happy to assist you meet your obligations as a tenant. We aim for this service to be affordable, timely, professional and easy to organise. Please simply call our Maintenance Officer on 6162 6100 to find out more. For detailed information including the hourly rates please see Paid Maintenance Fact Sheet.