During Tenancy

Not sure what to do when things go wrong? We’ve got you covered!

Chapter One Property new tenants
Chapter One Property tenants enjoying their new home

Maintenance and Repairs

When a maintenance issue is discovered, please contact your property manager as soon as possible. Take photos and videos to accurately convey the problem. The property manager will then notify the relevant parties and organise for the repairs to be carried out. Please note that whilst we will prioritise for any emergency issue to be repaired as soon as possible, factors such as the contractors’ schedules or the availability of hardware parts can all play a part in when the repairs will be completed. The property manager will keep you updated throughout the process and provide advice on handling the issue during the period.

Common maintenance issues:

Plumbing

  • Water Interruptions

If there is no water coming out of the taps, showers and/or toilets, first check the Queensland Urban Utilities Website (https://urbanutilities.com.au/faults-and-interruptions/water-service-interruptions#allOutages) to see if there are any maintenance on the water mains. If there are no maintenance announced on the website, check that the mains water tap is on. This should be located near the water meter at the property. If there is still no water, please contact the property manager.

  • Leaks

If you find a leak in the property, please take a video, and send it to the property manager. This gives the property manager a clear understanding of the issue and therefore can contact the relevant parties to organise repairs. In the meantime, you can turn off the internal stop tap (if any) to stop the leaking and clean up around the leak to avoid any water damage.

  • No/Insufficient hot water

If there is no hot water:

  • For an electric hot water system:
  1. Check the hot water safety switch on the safety switch board. Reset switch to the On/Up position if tripped.
  2. Allow the hot water to heat over night, and report to the property manager if there is still no hot water the next day.
  • For a gas hot water system:
  1. Make sure there is sufficient gas in the gas tank. This is usually located somewhere along the external wall of the property.
  2. If there is gas in the tank, check both the On/Off switch near the hot water system and the safety switch on the safety switch board are in the ON position. Reset the safety switch to the On/Up position if tripped.
  3. Allow 2 hours for the hot water to heat up and report to the property manager if there is still no hot water.

If there is insufficient hot water, manually fill the hot water tank by:

  1. Pulling the pressure relief valve upwards until there is water coming out from the overflow pipe.
  2. Reset the pressure relief valve and allow the hot water to heat over night. Report to the property manager if there is still insufficient hot water the next day.

Electrical

  • Power Interruptions

If there is no electricity at the property:

  1. Check the safety switches. All properties will have one set of safety switches near the power meter while most larger houses, townhouses or apartment units will have a second set of internal switches inside the property.
  2. If all switches are in the On/Up position, please check the Energex website (https://www.energex.com.au/home/power-outages/outage-finder) to see if there is any power outage in the area.
  3. If there is no power outage in the area, please contact the property manager.
  • Safety Switch Tripping

If the safety switch is continuously tripping, please follow the steps below to identify and isolate the fault in the circuit.

  1. Unplug all appliances
  2. Reset all safety switches to the On/Up position
  3. Plug in and turn on the appliances one by one while monitoring the switch board
  4. Identify the appliance causing the trip and try it at a power socket in a different room
  5. If trip continuous, avoid using the appliance as it can cause damage to the circuit. If the appliance is working at a difference power socket, please contact the property manager and avoid using the faulty power socket.

Water Charges

Most properties managed by Chapter One Property are water efficient compliant. You will be notified by the property manager during the inspection if otherwise. A copy of the water efficient certificate will also be provided to you in your handover pack.

For detailed information on how water bills are calculated, please refer to the RTA website (https://www.rta.qld.gov.au/forms-resources/factsheets/water-charging-fact-sheet).

*Chapter One Property is a QLD based business therefore Regulations mentioned above may not be applicable to other states and territories. Please refer to you local authorities to find the relevant information for your location.