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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 8:00 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:
Steps to take in the event of an emergency:
Useful links and information
Police, Fire, Ambulance (Life Threatening) - 000
WA Police (Non-life Threatening) - 131 444
Horizon Powner (Emergencies & Interruptions) - 13 23 51
Water (Emergencies & Faults) - 13 13 75
State Emergency Services (SES) - 13 25 00
See also alerts from Emergency WA. Refer to link below.
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.
ELECTRIC HOT WATER SYSTEM: Please check that the RCD has not tripped, or the booster switch hasn not been turned off (booster switch can usually be found in the laundry for apartments). If still not working, please call us.
Please call if you experience an issue.
The tenant is responsible for all costs associated with calling a locksmith if keys are lost or locked inside.
Please call if you experience an issue.
In any of these circumstances your action will depend on the severity of the problem. Please call if you experience an issue.
If severe injury to you or other persons call an Ambulance and Police - 000.
If required call State Emergency Service (SES) - 132 500.
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.
If the property is not secure, please call us.
Report all damages in writing to us as soon as possible.
Check the Western Power website for failures and outages or call 13 13 51.
ELECTRICAL FAULTS:
In the event of electrical failure and where it is safe to do so, please check trip switches and fuses.
Should the power cut out, please disconnect all appliances inside and outside of the property, then re-set the safety switch. Re-connect one appliances at a time.
If the power stays on after each new appliance is connected continue to re-connect all appliances. If the power cuts out again after connecting an appliance, this appliance will be the cause of the problem and must NOT be used again.
If an electrician is called, and the fault is found to be your own appliances, as the fault is not with the property, you will be charged for the electricians account.
With any other disruption to power/lighting within the premises we suggest contacting Synergy first to ascertain if a problem exists in your suburb.
If there is no local general outage or fault, please contact us.
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.
If you are on a gas bottle and your gas supply has ceased, please ensure that you have checked that the bottle is not empty and that your connection is attached and clean.
BURST PIPE OR SERIOUS WATER LEAK: Please turn off water mains immediately and call the plumber. Please note that small tap leaks will not be attended to outside of normal business hours. If any serious retic leaks occur turn the retic off, if still leaking, please turn the mains water off immediately and report to your Property Manager the next business day.
If the burst pipe is not on the property side of the meter contact the Water Corporation on 13 13 75.
If the burst pipe is within the property, 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.
Please note, if your home has an APAC unit for air-conditioning (whole house unit) and your air conditioning has ceased before you contact our team please ensure that filters are clean, not set to heat, review the RCD and the external power switch has not been turned off.
To be provided.