Tenant Information

A gas leak can pose a potential danger to those in your household. If you can smell gas, immediately follow the steps below

1. Try to find the source of the smell. Look at your stove, gas burners or appliances like gas heaters or hot water units. You can also check the piping near your gas meter. The gas will smell like rotten eggs or garlic.
2. Remember, DO NOT smoke, light matches, or use a cigarette lighter inside or while on the property.
3. If you can't find the source or it is coming from an appliance already turned off, go to the gas meter box and switch the natural gas handle on your meter to the OFF position. To turn off your gas meter in the meter box, follow these steps here: https://www.kleenheat.com.au/help/metering/turn-gas-meter-on-off.
4. Open your windows for better ventilation. Check and make sure your stove burners, naked flames, and pilot lights are all OFF.
5. Finally, turn OFF your electricity in the meter box.
6. Once outside the property, call your property manager to report the lease. If you can't reach your property manager, refer back to our emergency gas plumbers and give them a call.

Carefully follow the instructions below:

Carefully follow the instructions below

1. Make sure that your outdoor light bulbs are always in working order.
2. Always lock your doors (door handle and deadlock where applicable ) and security screens when you are away.
3. Make sure all your windows are shut.
4. If you plan on going away for an extended period, notify your property manager and let them know if someone will be checking in on the property. Please provide them with the property manager’s number in case of an emergency.
5. Make sure all appliances are turned off and unplugged when going away.

If you are having trouble with the water supply, follow the instructions below:

If you are having trouble with the water supply, follow the instructions below.

1. If you are experiencing a water outage, please visit and see more information here: https://bit.ly/3PdRMkM.
2. If your property is not on the water corp list, don't hesitate to contact your property manager via email, SMS, or call.
3. If the water outage is in the building, please email your property manager, and we will be in touch with the strata.

If you have lost your power supply, follow the instructions below

1. Check if all safety and main switches are ON in the fuse box.
2. If one is in the off position, turn all lights and appliances off before turning the switch back on
3. If they are all on, check the Western Power website to confirm a power outage in the area.
4. If you have checked the above and still have no power and no evident reason why contact the property manager

Should the tenant lose the property's keys, please note the following:

1. The tenant is responsible for the key replacement.
2. The tenant must inform us via email.
3. The tenant would need to engage with a locksmith
4. Once new keys are obtained, the tenant must hand us a copy.

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Note:

• During office hours, the tenant can collect the spare key from the office if available and arrange it prior with the property manager.
• If a tenant loses building keys or fob, the strata will need to be contacted and if a charge for access/replacement/reissue is associated, the costs will be charged to the tenant.

If you have experienced damages due to the storm, follow the instructions below:

1. For severe damages and should you need immediate help, call the SES at 132 500.
2. Be alert and careful of debris or fallen trees, and do not enter the property if it is unsafe.
3. If safe, assess the damage and take photos where you can.
4. If a leak within the property is present, put towels or buckets down where safe to do so.
5. If any damaged areas are asbestos, do not touch or attempt to remove them.
6. Once you are outside the property, call your property manager or real estate agent to report the damage, including sending an email with any photos and details included.

A gas leak can pose a potential danger to those in your household. If you can smell gas, immediately follow the steps below:

1. Try to find the source of the smell. Look at your stove, gas burners or appliances like gas heaters or hot water units. You can also check the piping near your gas meter. The gas will smell like rotten eggs or garlic.
2. Remember, DO NOT smoke, light matches, or use a cigarette lighter inside or while on the property.
3. If you can't find the source or it is coming from an appliance already turned off, go to the gas meter box and switch the natural gas handle on your meter to the OFF position. To turn off your gas meter in the meter box, follow these steps here: https://www.kleenheat.com.au/help/metering/turn-gas-meter-on-off.
4. Open your windows for better ventilation. Check and make sure your stove burners, naked flames, and pilot lights are all OFF.
5. Finally, turn OFF your electricity in the meter box.
6. Once outside the property, call your property manager to report the lease. If you can't reach your property manager, refer back to our emergency gas plumbers and give them a call.

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Note:

• You would be liable for the call-out cost if the gas plumber did not find any issues.

Make sure the gas appliances are regularly serviced to prevent gas leaks. More information here: https://www.australiangasnetworks.com.au/gas-explained/about-natural-gas/gas-leaks-and-emergencies

Carefully follow the instructions below:

1. Turn all the lights and appliances off and remove plugs from power points affected by the power trip.
2. Check if all the safety switches and main switches are in the ON position in the fuse box. If one is in the OFF position, turn it back into the ON after all appliances and lights have been turned off.
3. Turn the lights and appliances back on one by one. See if any of them have caused the power to trip.
4. If one of the appliances is causing the power to trip and is one of your own, please remove the appliance to avoid further damage.
5. Contact the property manager if the appliance causing the fault is included with the property, i.e. the oven.

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‍Note: If an electrician is sent out for a fault find and has discovered that it is due to your appliance/s, you will be charged for the bill for the electrician's invoice.

If you are experiencing trouble with your electricity or power, follow the steps below:

1. Turn all the lights and appliances off and remove plugs from power points affected by the power trip.
2. Check if all the safety switches and main switches are in the ON position in the fuse box. If one is in the OFF position, turn it back into the ON after all appliances and lights have been turned off.
3. Turn the lights and appliances back on one by one. See if any of them have caused the power to trip.
4. If one of the appliances is causing the power to trip and is one of your own, please remove the appliance to avoid further damage.
5. Contact the property manager if the appliance causing the fault is included with the property, i.e. the oven.

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‍Note: If an electrician is sent out for a fault find and has discovered that it is due to your appliance/s, you will be charged for the bill for the electrician's invoice.

Vandalism or Break-in

For break-ins, carefully follow the instructions below:

1. Do not touch anything.

2. Make sure you are safe and call the police at 000.

3. Wait in a safe place until advised by the police.

4. Take photos and a video of the damage caused by the break-in.

5. Note any lost goods stolen.

6. Send the photos, a description and the police reference number to your property manager.

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For vandalism, carefully follow the instructions below:

1. Note any description of the vandals.

2. Make sure you are safe.

3. Take photos of the vandalism.

4. Complete the vandalism report with the police and note the police reference number.

5. Send the photos, a description, and the police report number to your property manager.

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If the below items are present or confirmed, follow the steps below:

1. Property leakage - Use these troubleshooting steps: https://www.watercorporation.com.au/Help-and-advice/Water-issues/Leaks/Detect-a-leak. Email and call or SMS your property manager with this information, and we will organise a licensed plumber after talking to the landlords.
2. Water leak - Email your property manager, and we will be in touch with the strata.

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If the property has a blockage, follow these troubleshooting steps

1. Use hot water down the drains; recommend a full-boiled kettle of water.
2. Try and use a plunger on the drain.
3. Apply some unblocking products such as drain cleaners, clog eliminators, etc.

If none of the above worked, please email your property manager, and we will organise a plumber to attend to the issue.

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Note: Although landlords are responsible for repairs, if the blockage is a result of misuse or negligence (i.e. wet wipes, hair, fallen items, etc.) the tenant will be responsible for the cost of the repairs.

If you have a blockage in your toilet, follow these troubleshooting steps:

1. Use a plunger on the bathroom toilet.
2. Use unblocking products such as drain cleaners, clog removers, etc.

If the issue persists, please call the agency, and we will organise a plumber to attend to the matter.

Others:

• If your toilet is broken and you have a second toilet at the property, please email the maintenance request to your property manager, and we will see to have this sorted.
• If no other toilet is available at the property, email your property manager and call or SMS their direct number so we can attend to this as soon as possible.

Note: Although landlords are responsible for repairs if the blockage is a result of misuse or negligence (i.e. wet wipes, hair, fallen items, etc.), the tenant will be responsible for the cost of the repairs.

If you have no access to hot water, follow these troubleshooting steps:

1. Check the isolation valve on your hot water system.It is usually the yellow or red handle on the water intake side. If the valve is turned off, all you need to do is turn it back on.
2. If you have an electric hot water system, check if the hot water's power cord is plugged in correctly, the powerpoint is turned on, and the switch in the meter box labelled hot water system (HWS) is in the ON position. Turn off and wait two minutes before turning it back on.
3. For a gas hot water system, you should have gas in your gas bottle or check if there is any problem with your gas supply i.e. have you paid your recent account or is there an outage in your area. If you have a gas cook top or oven check if that is working as if it is not there may be an issue with your supplier.
4. Try to relight the pilot if it is not ON - instructions either available online or on the hot water unit itself.

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If the issue persists, please email your property manager, call or SMS their number so they can attend to the matter.

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Note: Although landlords are responsible for repairs, if the issue is a result of misuse or negligence (i.e. not attempting to troubleshoot, damage, relighting a pilot light etc.), the tenants are responsible for the cost of the repairs.

If you are having trouble with your antenna, follow these troubleshooting steps.

1. Check to see if your TV is on the correct source or input.
2. Ensure your antenna cable is correctly connected to the wall and TV.
3. Switch off your device at the wall.
4. Remove all cables for 30 seconds.
5. Reconnect all cables at the back of the TV, ensuring they are secure and correctly connected. If you have a signal booster connected, try removing that and plug the antenna cable straight into your TV.
6. Wait until overheated devices have cooled down.
7. Power ON your TV.
8. Retune your device. You will find the turning options in the menu, settings or refer to your TV manual. If you need instructions, please refer to your Device Manual, or for guidelines, see here.
9. Try an alternative antenna cable and repeat the steps above with the new cable. If none of the above worked, please email your property manager with the fault experiencing.

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Note: Although landlords are responsible for repairs, if the issue is a result of misuse or negligence (i.e. not attempting to troubleshoot, your TV, damaged plugs, etc.), the tenants are responsible for the cost of the repairs.