Maintenance
If the home you’re living in needs maintenance or repairs please report it as soon as you notice the issue.
Whether you’re living in long-term, transitional or specialist housing, it’s important to ensure your property is looked after.
Reporting and requesting maintenance or repairs to your property
If you are renting Transitional Housing (short term lease)
- Business hours (9am-5pm) – Call your Haven Home Safe Tenancy and Property Manager on 1300 428 364
- After-hours (evenings, weekends and public holidays) – Call DFFH directly on 13 11 72
If you are renting an AHA Property (long term lease)
- Business hours (9am-5pm): Call our Maintenance Service Team on 1300 100 242
- After-hours URGENT repairs only (evenings, weekends and public holidays): Call the After-Hours Service Team on 1300 100 242
- Non urgent repairs can be requested using the form at the bottom of this page.
Changes to maintenance delivery during the Christmas/New Year period.
From Monday 18th December through to Monday 8th January all maintenance calls will be diverted to our service delivery partner ‘Well Done’. Urgent works will continue to be prioritised and responded to as soon as contractors can be arranged.
You can still raise non-urgent maintenance requests via the form below, emailing maintenance@hhs.org.au or phoning 1300 100 242 during business hours; however, actioning of requests for non-urgent works will be deferred until the 8th Jan.
Please familiarise yourself with what is urgent and non-urgent works (written below) as you may be charged a call-out fee for works incorrectly classified.
Lodging a maintenance request
We engage qualified, professional contractors to carry out maintenance work to ensure your concerns are addressed in a timely and responsive manner.
Step 1. Is this an urgent repair? (read our guide below for what is urgent)
– No, not urgent. Please complete the form below or call during business hours (Mon-Fri 9am-5pm)
– Yes, urgent. Call us as soon as you discover the issue
Step 2. We record your details and the issue
We will require the following information:
– Your name, address and phone number
– Details of the problem, including serial number of appliances where relevant
– How and when a maintenance person can access your home to carry out the repairs
Step 3. We send a tradesperson to your home to address your maintenance concerns/issues.
We provide your details to a suitable tradesperson in your area who will contact you directly to arrange a time to undertake the repair. Please make sure you’re available to answer their phone call.
How to tell if you require an urgent repair
If you report an issue out of hours that is not urgent you may be charged a maintenance fee.
It’s good to know what is considered an urgent repair before picking up the phone.
Urgent issues with utilities
- Burst water service
- Gas leak
- Dangerous electrical fault
- Failure or breakdown of the gas, electricity or water supply
- Blocked or broken toilet system
Urgent natural disasters
- Flooding or serious flood damage
- Serious storm or fire damage
Urgent failure of appliances
- Failure or breakdown of any essential service/appliance provided by HHS for hot water or heating
- An appliance, fitting, or fixture that is not working properly and causes a substantial amount of water to be wasted
Urgent structural issues
- Serious roof leak
- Serious fault in a lift or staircase
- Any fault or damage in the premises that makes the premises unsafe or insecure
HHS Maintenance Form
Lodging a non-urgent maintenance request