Purpose
This procedure contains the actions necessary when repairs and maintenance are required on a rental property.

Procedure

Repair Request Lodged
•	The Tenant lodges a request for a repair in writing by letter, fax,  or email.

Urgent Repairs Arranged Within 24 Hours
•	All urgent repairs, as listed under the Tenancy Agreement are to be attended to within 24 hours  of the Property Manager becoming aware of the repair.
•	Confirm the Landlord's instructions regarding tradespeople, or
•	Company approved tradesperson arranged to attend property.
•	Relevant staff member/s are advised, if appropriate.
•	Arrange an inspection and take photos, especially if:
o	An Insurance Claim is to be made
o	The Tenant is likely to seek some form of compensation.
 
Keys Prepared
•	If the Tradesperson has the Tenant's permission to gain access with the Agency keys, ensure keys prepared and ready for collection.

Follow Up Until Completed
•	Once a week, a report is generated from the computer system showing all outstanding repairs, by Creditor.
•	Each Creditor is sent this report and a status report is requested.
•	The Creditor is given a deadline to update the status report.
•	Contact Tenants and Landlords a minimum of once per week - with the current status of their repair, even if nothing has changed.
•	Update the repair details on the computer to reflect the current status.

Repair Authorisation Request
•	Where no, or insufficient repair authority is given, contact the Landlord for instructions.
•	When authorised go to next Step.
•	If there is no response from the Landlord, follow up in 7 days.
•	Where the Landlord does not respond, seek the Department Manager's instructions. Consider the following:
o	Will the property be damaged if the repair is not attended to?
o	Will the Tenant make a valid compensation claim, if the repair is not attended     to?
o	Will the repair cost more, if it is not attended to?
o	Always act in the Landlord's best interest.

Repair Not Approved
•	Where the Landlord does not give authority for the repair to be completed, the Tenant is advised within 24 hours.
•	The Landlord's instructions are confirmed with the Landlord.
•	Computer system is updated

Creditor Invoice Received
•	All invoices must be approved by the Property Manager
•	Confirm invoice details are consistent with those on the work order.
•	If the invoice/Creditor indicates that the repair may have been caused by tenant negligence, clarify with the Creditor and then the Tenant.
•	The Tenant is contacted to confirm that the work has been completed in the required manner.
•	If necessary, inspect the work and take photos.
•	Ensure the agency is holding sufficient funds to pay the invoice.
•	If insufficient funds held, advise the Landlord and request payment.
•	Stamp approved invoices and forward to Accounts Clerk for processing and payment.
  
Insurance Claims
•	Complete the insurance company's Claim Form, including:
o	Assessors report
o	Creditor invoices/quotes
o	Photos
o	Statutory Declarations (if required). 
•	Ensure all documents are photocopied and filed.
•	Submit the completed Claim Form to the insurance company.
•	Advise Landlord that the claim has been made.
•	Diarise to follow up until the claim is finalised.
•	When the refund cheque is received, reimburse the Landlord for any invoices/ compensation that the insurance company has covered and the Landlord has paid.
•	If the Creditor is awaiting payment, pay them immediately.
•	Update the computer and file the documentation.