Maintenance
1300 137 677
Can I make improvements?
You can make improvements or additions
to your property but you must first obtain
written approval from the Department of
Communities and, if applicable, from the local
council as well. Failing to get proper approvals
could lead to you being charged to remove or
repair the work.
We appreciate your efforts to make your
home comfortable, however, when you leave,
we will only reimburse you for improvements
we plan to carry out as part of an upgrade.
Check carefully before proceeding with any
improvements or additions as these may need
to be removed at your own expense when you
move out.
Translating and Interpreting Service (TIS) – Telephone: 13 14 50
If you are deaf, or have a hearing or speech impairment, contact us
through the National Relay Service.
For more information visit Communications.gov.au/accesshub/nrs
This publication is available in other formats that can be requested at any time.
Department of Communities offices
*
Head office
5 Newman Court
Fremantle 6160
Tel: 1800 176 888
Metropolitan
offices
Armadale
151 Jull Street
Armadale 6112
Tel: (08) 6215 1212
Cannington
17 Manning Road
Cannington 6107
Tel: (08) 6414 3111
Fremantle
42 Queen Street
Fremantle 6160
Tel: (08) 6414 3222
Joondalup
Unit 4, 7 Wise Street
Joondalup 6027
Tel: (08) 6215 1414
Kwinana
2 Stidworthy Way
Kwinana 6167
Tel: (08) 6277 3877
Mandurah
Unit 1, 17 Sholl Street
Mandurah 6210
Tel: (08) 6277 3883
Midland
21 Old Great
Northern Highway
Midland 6056
Tel: (08) 6277 4343
Mirrabooka
5 Milldale Way
Mirrabooka 6061
Tel: (08) 6414 3000
Perth City
605 Wellington Street
Perth 6000
Tel: (08) 6215 1500
Victoria Park
269 Albany Highway
Victoria Park 6100
Tel: (08) 6414 2115
Great Southern
Albany
131 Aberdeen Street
Albany 6330
Tel: (08) 6277 4177
Katanning
6 Daping Street
Katanning 6317
Tel: (08) 6277 4188
South West
Bunbury
22 Forrest Avenue
Bunbury 6230
Tel: (08) 6414 3204
Busselton
88 Kent Street
Busselton 6280
Tel: (08) 6277 3666
Manjimup
Unit 10,
30-32 Rose Street
Manjimup 6258
Tel: (08) 6277 5008
Goldfields
Esperance
86B Windich Street
Esperance 6450
Tel: (08) 6277 3844
Kalgoorlie
Unit 1-2,
84-96 Brookman Street
Kalgoorlie 6430
Tel: (08) 6277 5233
Mid West
Carnarvon
6 Robinson Street
Carnarvon 6701
Tel: (08) 6414 3312
Geraldton
201 Marine Terrace
Geraldton 6530
Tel: (08) 6414 3320
Meekatharra
31 Main Street
Meekatharra 6642
Tel: (08) 6277 3988
Pilbara
Karratha
The Quarter HQ
Level 2,
20 Sharpe Avenue
Karratha 6714
Tel: (08) 6414 3333
South Hedland
Cnr Brand and
Tonkin Streets
South Hedland 6722
Tel: (08) 6277 5044
West Kimberley
Broome
30 Frederick Street
Broome 6725
Tel: (08) 6277 3833
Derby
West Kimberley House
16-22 Loch Street
Derby 6728
Tel: (08) 6277 3880
East Kimberley
Halls Creek
14A Terone Street
Halls Creek 6770
Tel: (08) 6277 3811
Kununurra
16 Coolibah Drive
Kununurra 6743
Tel: (08) 6215 1501
Wheatbelt
Merredin
27 Mitchell Street
Merredin 6415
Tel: (08) 6414 2981
Narrogin
11-13 Park Street
Narrogin 6312
Tel: (08) 6414 2979
Northam
5 Elizabeth Place
Northam 6401
Tel: (08) 6414 3230
* For housing related matters
communities.wa.gov.au
SD111 0523
Who arranges maintenance?
As the tenant, it is your responsibility to report
all maintenance issues to the Department
of Communities. You must report the issue
as soon as possible so we can arrange a
contractor to fix the issue. Please don’t arrange
a contractor yourself.
How do I report maintenance issues?
You must report the issue as soon as possible
by calling Housing Direct on 1300 137 677 or
by filling out the online maintenance request
form at communities.wa.gov.au
If the issue is an emergency or urgent, please
call Housing Direct for a quick response.
You can report non-urgent issues via our
online form. A staff member will call you back
during business hours to discuss it.
The Housing Direct reporting line experiences a
high volume of calls in the mornings, especially
after weekends and public holidays. During
these busy periods, the online maintenance
request form is the quickest and most
convenient option.
When will the maintenance issue
be attended to?
We try to respond to maintenance issues as
soon as possible.
When you report the maintenance issue,
we will tell you which category (emergency,
urgent, priority or routine) your maintenance
request falls into. This determines the time
frame in which it will be attended to.
Category Timeframe Examples
Emergency
To prevent life
threatening
issues
Within
8 hours
•
report of
electric shock
•
earth wiring issues
•
faulty smoke alarm
•
no power to
property
•
repair gas leak
Urgent
To repair or
restore an
essential
service
Within
24 hours
•
no hot water
•
blocked toilet
•
burst pipe or
water leak
•
faulty gas stove
Priority
To repair
or avoid
exposing a
person to risk
of injury or
damage to
the property
Within
48 hours
•
replace stove or
hot water unit
•
water temperature
fluctuating
•
cracked shower
screen
•
cistern overflowing
•
cracked toilet bowl
•
leaking tap
•
security lights not
working
Routine
To repair
issues deemed
necessary for
the adequate
functioning of
the property
Within
28 days
•
rehang door
•
replace
washing line
•
exhaust fan
damage
•
replace fluorescent
light fitting
Do I have to pay for maintenance?
You will not be charged for maintenance
required as a result of normal wear and
tear, which means fixing something that is
worn out from normal use. However, you
will be charged tenant liability as well as
any associated travelling charges for faults
caused by neglect, misuse or wilful damage
as well as the cost of removing any rubbish.
If you would like more information or have
any questions about tenant liability, you can
talk to your Housing Services Officer, visit
your local office or refer to the Maintenance
policy manual and Rental policy manual
available at communities.wa.gov.au
How you can assist
To help us ensure your maintenance issue is
fixed as quickly as possible, you should:
•
be home at the time you’ve been informed
that the contactor will be attending.
Failure to do so may incur charges
•
advise us of any items or areas which may
pose a danger to the contractors
•
provide any special directions required
for access
•
remove any obstacles from around the
area where the maintenance needs to be
performed, if it is safe to do so
•
provide a Police reference number if the
damage was caused by a person who was
not authorised to be on your property.
