Emergency Plan
Residential Tenancy

What Do I Do When The Office Is Closed?

Sometimes you may be faced with an emergency situation. An emergency is defined as something that may harm someone, or may cause further damage to the property if left unattended.

Our Property Manager can only guarantee to be contacted during working hours*.

If an emergency occurs outside of our working hours, please refer to this Emergency Plan.

Emergency Situations include:

Blockage of toilet (if 2 toilets at property utilise 2^nd toilet until next working day)
No Hot Water
Gas leak
Glass breakage
Power lines down
Fire
Break in
Carpet damage – by water due to severe storm

Note:

- Remember to leave a message stating “you are a tenant of Raine & Horne Rockingham” along with your name, address and phone number.
- If you go ahead with a repair that IS NOT classified as an emergency, the owner is NOT obligated to pay for any expenses incurred. Additionally, if any maintenance is carried out at the property and found not to be the owner’s responsibility but as fault by the tenant you will be held accountable for any expenses.
- *Business hours are located on our website: rh.com.au/rockingham
- **Blocked toilet applies only if there is 1x toilet at the premises

Emergency Situation

What To Do

Who To Call

Burst Pipe	First turn off the water at the mains to minimise damage and water loss	Water Boys Plumbing & Gas 0460 305 044 Allied Plumbing & Gas 0488 994 042
Glass Break	If glass or door needs to be repaired immediately to secure the property please call	Port Kennedy Glass 0447 800 060 Jays Glass 0409 972 023
Blocked Toilet	First turn off the water at the mains to minimise damage and water loss. This only applies if there is 1x toilet at the premises.	Water Boyz Plumbing & Gas 0460 305 044 Allied Plumbing & Gas 0488 994 042
House Fire		Emergency Services 000
No Hot Water	Gas system, check the pilot light is on. If it is not lit, then follow the instructions to light the pilot light. Check that the gas is switched on in the meter box.	Water Boyz Plumbing & Gas 0460 305 044 Allied Plumbing & Gas 0488 994 042
No Hot Water	Electrical System check the appliance is switched on in the metre box. Check to see if it is instantaneous or storage system	Andy Sparks 0417 980 993 Garry's Electrical 0410 566 151
Break In	Report break-In to Police and obtain a Police report number. If glass or door needs to be repaired immediately to secure the property, please call contractor	Police 131 444 Port Kennedy Glass 0447 800 060 Jays Glass 0409 972 023
Gas Leak	Most gas appliances give off a slight gas smell. If the smell is over powering, try to locate where the leak is. If it is inside the house, call Water Boys. If the smell is coming from the meter, contact ATCO. Make sure you turn off the meter	Water Boyz Plumbing & Gas 0460 305 044 Allied Plumbing & Gas 0488 994 042 ATCO 13 13 52
Storm Damage	In the event of storm damage to the property and severe damage has occurred please call	SES (State Emergency Service) 13 25 00
Power Lines	If you find power lines on the ground or appear to be damaged, move away and contact Western Power	Western Power 13 13 51
Impact to Building	In the event of this situation call Police & obtain a Police Report Number. If property needs to be secured call contractors	Police 13 14 44 SES (State Emergency Service) 13 25 00

Loss of Power

It has come to our attention that tenants are reporting the fact that they have no power at the property without checking if the power is off in the area they live in first. Below is a check list to follow in the event you have loss of power. Please follow these steps and if you still have no power then call the office to report.

Go to the meter box to see if the RCD (residual current device) has tripped. If so turn back on.
If the RCD has tripped, discern which appliance you were last using; plug this in again, if power goes out turn RCD back on. Plug appliance into another power point and turn on. If the RCD trips again then your appliance is faulty.

Try using another appliance to see if the RCD trips again.

Call Synergy faults on 131315 to see if there is a power outage in the area and if so how long will it be out.

If in the event that an Electrician is called or sent out to the property and it is not considered an emergency or the power outage is due to a faulty appliance, the RCD device has tripped and you have not checked first, you may be responsible for the invoice.

Situations That Are Not Considered An Emergency

These situations are NOT considered an emergency and must wait until the next business day to be reported to your property manager.

Blocked toilet (if property has two toilets)
Air conditioner not working.
General repairs and maintenance
Blocked sink or shower (we ask that you use Draino to try to unblock before reporting it to property manager)
Cook top or oven not working
Hot water system going hot and cold
Trouble with the reticulation system
Leaking taps
PEST CONTROL: ants, mice, rats, cockroaches, silver fish or any other pest or insect is the responsibility of the tenant and the owner is not obliged to pay for the treatment.

Wasps or Bee Hives

This is not an emergency. If you find a hive at the property we ask that you do not touch or disturb it in any way. Call your property manager during business hours and we will arrange to have it removed.

Emergency Plan For Tenants