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We are committed to ensuring your commercial and residential property concerns are addressed promptly and efficiently. Follow the guidelines below for repairs, maintenance, and after-hours issues at properties managed by us.
Repairs and Maintenance Portal
You may be provided with access to a portal to lodge maintenance or repair requests, supported by PropertyMe. This portal provides 24/7 real-time access to solutions, information, and support to assist you in resolving and reporting maintenance or repair requests. Please note this platform applies only to residential tenants.
Refer to your communications with your Property Manager for an invitation. Only use the portal if you have been instructed by Realmark.
For all non-urgent repairs or maintenance requests:
During Business Hours
Contact our office or your Property Manager.
Outside Business Hours
For non-urgent matters outside business hours (before 9:00 am or after 5:00 pm Monday to Friday, as well as weekends and public holidays), log the issue in the portal or contact our team. They will respond on the next business day.
Urgent Repairs
Urgent repairs are those that that are reasonably necessary to supply or restore an essential service, or to avoid exposing a person to the risk of injury or exposing property to damage if left unattended.
Urgent repairs generally include broken windows and locks that breach the security of the property, flooding, a burst water service, gas leaks, sewerage leaks or electrical faults.
Important
Please note that if you arrange a repair or attendance of a contractor or emergency response for a matter that is not an urgent repair or emergency, the owner is NOT obliged to pay for any expense incurred and you may incur a charge for any callout or works undertaken. Should costs or loss be caused by you, your family, or visitors, you may also be responsible for all costs incurred.
If your home or business is within a Strata Building some matters may need to be referred to the Strata Manager, we will work with them when these circumstances arise.
Emergencies
An emergency is a situation that poses an immediate risk to health, safety, property, or the environment. Examples include:
Dangerous electrical faults
Structural damage
Events that could cause harm or significant property damage if left unattended
Steps to take in the event of an emergency:
Contact the appropriate emergency services immediately by dialing 000.
Once safe to do so, notify your Property Manager as soon as possible.
Contact any after hours contractor if necessary to address urgent matters.
Once it is safe to do so, log the details of emergency in the Property Tree portal (if applicable) to ensure a record is created.
Useful links and information
Police, Fire, Ambulance (Life Threatening) - 000
GAS HOT WATER SYSTEM: Please check that the pilot light is on, particularly in windy weather. If off, please attempt to re-ignite the hot water system. Also check the gas supply is connected. If after a number of attempts the pilot light still will not ignite, then please call us.
The tenant is responsible for all costs associated with calling a locksmith if keys are lost or locked inside.
In any of these circumstances your action will depend on the severity of the problem. Please call if you experience an issue.
Report the break in to the Police on 131 444 and take note of the police report number. If you do not supply us with this report number, you will be responsible for the cost of all repairs.
Check the Western Power website for failures and outages or call 13 13 51.
GAS SUPPLY: If your gas supply has been disconnected then please call your gas provider (Kleenheat, AGL, or Alinta) first to find out why, as it may be due to an unpaid bill. If this is not the case, please contact us.
Generally, air-conditioning is not considered an urgent repair however, if there is no other working air-conditioning system in the property we will urgently respond to air-conditioning issues.
To be provided.