What qualifies as an Urgent Repair?
Urgent repairs means any work necessary to repair or remedy (Per the Consumer
Affairs website). If anything urgent does occur, please ensure you also follow up with
an email to your property manager directly (please also copy in
kinproperty@email.propertyme.com ) with a description of the issue and photos. This
will create a communication record for future reference. Please also ensure you are
only directly contacting trades for urgent repairs after hours. During normal
business hours any maintenance (either urgent or otherwise) should be directed to
your property manager. Finally, if you (the renter or resident) caused the damage,
the owner can ask you to arrange or pay for repairs (or both). Our panel of approved
Trade Suppliers will be able to attend if truly urgent, or are able to talk you through
fixes on any issue you might have to get you through until morning.
Anything on this list is legally defined as an urgent repair
- Burst water service
- Blocked or broken toilet system
- Serious roof leak
- gas leak
- Dangerous electrical fault
- Flooding or serious flood damage
- Serious storm or fire damage
- An essential service or appliance for hot water, water, cooking, heating, or laundering is not working
- The gas, electricity or water supply is not working
- A cooling appliance or service provided by the rental provider is not working
- The property does not meet minimum standards a safety-related device, such as a smoke alarm or pool fence, is not working
- An appliance, fitting or fixture that is not working and causes a lot of water to be wasted
- Any fault or damage in the property that makes it unsafe or insecure, including pests, mould or damp caused by or related to the building structure
- A serious problem with a lift or staircase.
Melbourne After Hours Trade Suppliers
If urgent repairs are required after hours, on the weekend or public holidays and they
match the list as set out in the Residential Tenancies Act 1997 (see list above),
please contact the following trades contacts.
Plumbing
- Metrowest Plumbing: 0417 617 274
- ProRec Plumbing Solutions: 0452 558 611
- Happy Pipe: 0401 913 791
Electrical
- Lee Electrical Services: 0423 689 500
- McCartney Electrical Solutions: 1300 030 391
- Prokop Electrical Services: 1300 776 567
Glass repairs
- Premium Glass and Aluminium: 0497 822 186
- Aussie Emergency Glass: 1800 004 411
Flood remediation
- Flood Restoration Australia: 1300 667 692
Locksmiths
- Artist Locksmiths: 0410 974 734
- Frontline Locksmiths: 0407 744 537
- M.C.S Locksmiths: 1800 639 441
Break ins
- Call 131 444 for non-emergencies, or 000 immediately if an emergency.
Property Troubleshooting Guide
Having an issue with something at your property? Some common solutions to
household problems are below. Check them out before contacting KIN Real
Estate to request property maintenance, to avoid call out fees being payable by
the renter.
The following are NOT CONSIDERED Urgent Repairs, please report the issue to
your Property Manager in writing and it will be attended on the following business
day.
- Blocked toilet (if there is more than one toilet at the property)
- Stove or oven not working
- Hot water system going hot and cold
- Leaking taps
- Beeping smoke alarms (if there is no fire)
- Locking your keys in the house/being locked out
Non-urgent repairs
To arrange non-urgent repairs, notify your Property Manager in writing, advising the
required maintenance/repairs and allow your Property Manager 14 days to carry out
the work. In the maintenance request email, please outline the followings:
- Your name, property address and best contact number.
- The maintenance/repair item.
- What caused the maintenance/repair item (if applicable)
- Photo or video of the maintenance/repair item.
PLEASE NOTE: The Renter will be responsible for any/all costs incurred if nonurgent works are carried out at the property without consent. After hours and public
holidays will also incur higher than usual costs.
Property Troubleshooting Guide
Having an issue with something at your property? Some common solutions to
household problems are below. Check them out before contacting KIN Real Estate to request property maintenance, to avoid call out fees being payable by the renter.
- Storm damage: in the event of extreme damage caused to your property by major storm you should refer to your emergency to SES (State Emergency Service) by calling 13 25 00
- No hot water: If you have no hot water or heating, please check the pilot light first.
- Break in/ robbery and or damage to glass: contact the police on 000 to file a report, you will need to obtain a police report number. If a police report number is not available for insurance purposes the renter may be liable for the cost of repairs.
- Gas hot water system in the apartment not working: If you have no hot water, please check with your neighbours as it may be an issue with the whole building, and this will be fixed by the Owners Corporation.
- Water leak /burst: turn off water mains immediately, if leaking roadside of water meter please call City West Water 13 16 91. The mains tap is generally located to the front of the property. If you live in an apartment, please contact your Building Manager immediately.
- Fire: call 000 and leave the property immediately.
- Locked out of the house: If during office hours call your Property Manager and we may be able to provide you with a spare set that you can access your property. This set of keys will need to be returned before close of business. If after hours or on the weekend/holidays you will need to call a locksmith to help you back into the property. You will be responsible for all costs and will be required to provide to the office a new key if the barrel is changed.
- For power outages: please contact one of the following electricity distributors. Each of the below companies is responsible for different suburbs. To find out which company distributes power to your suburb please visit the below link: https://www.energy.vic.gov.au/electricity/electricity-distributors.
- For water outages or service disruptions: you can contact one of the following water retailers. Each of the below companies looks after different suburbs
- Greater Western Water 13 44 99
- South East Water 13 18 51
- Yarra Valley Water 13 17 21
- 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.
什么情况属于紧急维修 (Urgent Repair)
根据 Consumer Affairs（消费者事务署）网站 的定义，紧急维修是指任何为修复或
排除紧急问题而必须立即进行的维修工作。
如果确实发生了紧急情况，请务必同时通过电子邮件直接联系您的物业经理，并请抄
送
kinproperty@email.propertyme.com，在邮件中描述问题并附上照片。
这样做是为了建立一份正式的沟通记录，便于日后查阅和跟进。
请注意：
- 仅限在下班后（after hours），才可以直接联系维修工人处理紧急维修。
- 在正常办公时间内，任何维修（无论是否紧急）都应直接联系您的物业经理，
由物业经理统一安排。 - 如果损坏是由租客或住户本人造成的，业主有权要求您自行安排维修或承担维
修费用（或两者皆有）。 - 我们合作的认可维修供应商（Approved Trade Suppliers），如果情况确实紧
急，可以到场处理；如无法立即到场，也可以先通过电话指导您进行临时处理
，帮助您撑到第二天早上。
以下事项在法律上被明确定义为「紧急维修」
- 自来水主管爆裂（Burst water service）
- 马桶系统堵塞或损坏（Blocked or broken toilet system）
- 严重屋顶漏水（Serious roof leak）
- 煤气泄漏（Gas leak）
- 危险的电力故障（Dangerous electrical fault）
- 房屋进水或严重水灾损坏（Flooding or serious flood damage）
- 严重的暴风雨或火灾损坏（Serious storm or fire damage）
- 热水、水、做饭、供暖或洗衣等基本服务或电器无法使用
- 煤气、电力或供水中断（The gas, electricity or water supply is not working）
- 由房东提供的制冷设备或服务无法运作（例如空调）
- 房屋未达到最低居住标准
- 与安全相关的设备无法使用，例如烟雾报警器或泳池围栏
- 电器、配件或装置故障并导致大量浪费水资源
- 任何使房屋不安全或不具备基本安全保障的故障或损坏，包括：
- 害虫
- 霉菌
- 潮湿问题（如与建筑结构有关）
- 电梯或楼梯存在严重问题
墨尔本下班后紧急维修供应商（After Hours Trade Suppliers）
如果在下班后、周末或公共假期需要紧急维修，并且情况符合《1997年住宅租赁法 》（Residential Tenancies Act 1997）中列明的紧急维修范围（见以上清单），请
联系以下维修人员：
水管工（Plumbing）
- Metrowest Plumbing：0417 617 274
- ProRec Plumbing Solutions：0452 558 611
- Happy Pipe：0401 913 791
电工（Electrical）
- Lee Electrical Services：0423 689 500
- McCartney Electrical Solutions：1300 030 391
- Prokop Electrical Services：1300 776 567
玻璃维修（Glass repairs）
- Premium Glass and Aluminium：0497 822 186
- Aussie Emergency Glass：1800 004 411
水灾修复（Flood remediation）
- Flood Restoration Australia：1300 667 692
锁匠（Locksmiths）
- Artist Locksmiths：0410 974 734
- Frontline Locksmiths：0407 744 537
- M.C.S Locksmiths：1800 639 441
入室盗窃（Break-ins）
- 非紧急情况：拨打 131 444
- 紧急情况：立即拨打 000
房屋问题排查指引（Property Troubleshooting Guide）
房屋出现问题了吗？
以下是一些常见的家庭问题及解决方式。在联系 KIN Real Estate 申请维修前，请先
查看以下内容，以避免租客需承担上门维修费用（call-out fees）。
以下情况不属于紧急维修
请以书面形式向您的物业经理报告，下一个工作日将会安排处理：
- 马桶堵塞（但房屋内不止一个马桶的情况下）
- 炉灶或烤箱无法使用
- 热水系统水温忽冷忽热
- 水龙头漏水
- 烟雾报警器鸣叫（但没有火灾）
- 把钥匙锁在屋内 / 被反锁在门外
非紧急维修（Non-urgent repairs）
如需安排非紧急维修，请以书面形式通知您的物业经理，说明所需维修事项，并允许
物业经理14天时间完成维修。
在维修申请邮件中，请务必注明以下内容：
- 您的姓名、物业地址及最佳联系电话
- 需要维修/保养的项目
- 造成该问题的原因（如适用）
- 维修问题的照片或视频
请注意（IMPORTANT）：
- 如未经同意擅自安排非紧急维修，由此产生的所有费用将由租客自行承担
- 在下班后或公共假期进行维修，费用通常会高于正常工作时间
房屋问题排查指引（再次提醒）
在联系 KIN Real Estate 申请维修前，请先查看以下常见问题解决方案，以避免产生
租客需承担的上门维修费用。
暴风雨损坏（Storm damage）
如因严重暴风雨导致物业出现极端损坏，请联系州紧急服务（SES）：
📞 13 25 00
没有热水
如果没有热水或供暖，请先检查热水系统的点火装置（pilot light）。
入室盗窃 / 抢劫 / 玻璃损坏
请拨打 000 报警并获取警方报案编号（Police Report Number）。
如无法提供警方报案编号用于保险索赔，维修费用可能由租客承担。
公寓内燃气热水系统无法运作
如果没有热水，请先向邻居确认，可能是整栋大楼的问题，此类问题将由业主委员 会（Owners Corporation）负责维修。
漏水 / 水管爆裂
- 立即关闭总水阀
- 如水表道路一侧漏水，请联系 City West Water：13 16 91
- 总水阀通常位于房屋前方
- 如居住在公寓，请立即联系大楼经理（Building Manager）
火灾
立即拨打 000，并立刻撤离物业。
被锁在屋外
- 办公时间内：联系您的物业经理，可能可以提供备用钥匙（需在下班前归还）
- 下班后 / 周末 / 假期：需自行联系锁匠开门
- 所有费用由租客承担
- 如更换锁芯，需向办公室提供一把新钥匙
停电
请联系以下供电公司之一（不同公司负责不同区域）：
查询网址：https://www.energy.vic.gov.au/electricity/electricity-distributors
停水或供水中断
请联系对应区域的供水公司：
- Greater Western Water：13 44 9
- South East Water：13 18 51
- Yarra Valley Water：13 17 21
紧急情况（Emergencies）
- 州紧急服务（SES）：132 500
- 某些情况下，警察、救护车、CFA 或 SES 可能更为合适
- 如您处于立即危险中，请立刻拨打 000