If your urgent repair is during business hours, Monday to Friday, 9am to 5pm, please call our office on (03) 5962 3030.

If your urgent repair is after business hours, over the weekend or on a public holiday, please refer to the following:​

Please keep in mind that, at times, parts or equipment may not be available over the weekend or on public holidays and may result in a small delay. The rental provider must action the repair within 24-48 hours of being notified, however extenuating circumstances cannot be helped in some instances and your patience and understanding is greatly appreciated.

Any repairs that are identified as renter misuse or damage, the rental provider reserves the right to pass on the invoice for payment. Invoices are issued through First National Real Estate Mark Gunther and must be paid within 14 days of invoice.

What is the difference between urgent and non-urgent repairs?

If a renter requests urgent repairs, it is the rental providers responsibility to respond with urgency. A suitable time frame a renter can expect a rental provider to respond to this request would be within 24 to 48 hours of being notified that a repair has occurred. All repairs are the rental provider's responsibility, but if the renter has caused damage, the rental provider does reserve the right to pass on the cost of those repairs.

First National Real Estate mark Gunther has set procedures on how to report maintenance issues to our office for attention. Renters must continue to pay rent even if they are waiting for repairs to be undertaken. It is important for record keeping purposes that all communication regarding maintenance is reported in writing so there is a clear understanding of what the next steps are for all parties involved.

All non-urgent maintenance must be reported to our office in writing, either directly to your property manager via email, or via your renter portal. To read more about non-urgent maintenance, please visit the Consumer Affairs website.

If you suspect you may have an urgent repair, and it is during standard business hours, Monday through Friday, please call our office on (03) 5962 3030 as soon as you become aware of the issue. If you fail to report an issue when it could have reasonably been resolved during business hours, you may be requested to wait until the next business day to have our preferred tradesman attend. Prompt attention to these matters will ensure you are not without any essential services over the weekends or public holidays. Renting information is available in multiple languages via the Consumer Affairs website.

What is deemed an urgent repair?

More things are now considered an urgent repair such as a broken cooling appliance, a functioning smoke alarm, pest infestation, mould and meeting the rental minimum standards. Under the Residential Tenancies Act, urgent repairs are very clearly defined as:

- 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

- Failure or breakdown of any essential service or appliance provided by a landlord or agent for hot water, water, cooking, heating, or laundering

- Failure or breakdown of the gas, electricity or water supply

- Any fault or damage in the premises that makes the premises unsafe or insecure

- An appliance, fitting or fixture that is not working properly and causes a substantial amount of water to be wasted

- A serious fault in a lift or staircase

Please Note: If a tradesman is called out for a repair that is deemed NON- URGENT, the Tenant/s will be responsible for payment of the invoice.

If an emergency occurs during our business hours Monday-Friday 9am-5pm, please contact the office on (03) 5962 3030 and ask to speak to your property manager.

Below are our preferred contacts and local agencies.

Plumbing

Daniel - DS Plumbing - 0401 179 164

Dayne - Running Hot Plumbing - 0403 184 844

Daniel - Westhaven Plumbing - 0419 370 662

Urgent plumbing maintenance issues include the following: a burst hot water service, a blocked or broken toilet system where a secondary toilet is not available, a gas or water supply not working, a serious roof leak, a gas leak, or a burst pipe or water leak resulting in flooding or sewage damage.

For any of the listed issues, please contact one of the above preferred plumbers and clearly state that you are a Mark Gunther First National renter making an urgent call out. Please also send an email to your Property Manager outlining the issue and who you have called.

Please note, these plumbers service the Healesville area and surrounding Yarra Valley, Maroondah and Murrindindi suburbs. If you are outside of these areas, you may need to look up a plumber more local to your suburb. 

Electrical

Aaron - Elec-Con Services - 0400 138 531

Benn - Blue Flash Electrics - 0419 349 587

Trent - T3 Electrics - 0418 359 989

For any of the listed issues, please contact one of the above preferred plumbers and clearly state that you are a Mark Gunther First National renter making an urgent call out. Please also send an email to your Property Manager outlining the issue and who you have called.

Please note, these electricians service the Healesville area and surrounding Yarra Valley, Maroondah and Murrindindi suburbs. If you are outside of these areas, you may need to look up an electrician more local to your suburb.

Heating

If your heater has stopped working, and you don't have an alternative source of heating, please call:

Nathan - The HVAC Company - 0415 036 076

Please note, The HVAC Company service the Healesville area and surrounding Yarra Valley, Maroondah and Murrindindi suburbs. If you are outside of these areas, you may need to look up a service more local to your suburb.

Storms/Floods/Fallen Tree

In the case of a storm, flood or fallen tree, please contact the SES on 132 500.

If there is a general structural issue where safety is concerned, please contact:

Adam - ARB Carpentry - 0431 717 526

Please note, ARB Carpentry service the Healesville area and surrounding Yarra Valley, Maroondah and Murrindindi suburbs. If you are outside of these areas, you may need to look up a tradesman more local to your suburb.

Troubleshooting:

If you have no hot water or heating please check the pilot light first.

If you have no water or a power outage, it is always important to check with the service provider/ distributor to see if they can help first.

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.