Maintenance Requests.
Looking after your home starts with good communication — how to report an issue, what happens next, and what to do if it's a genuine emergency.
Whether it's a leaking tap, a faulty appliance or an urgent plumbing issue, our goal is the same every time: every maintenance request assessed promptly and managed professionally from start to finish.
The quickest and most effective way to report maintenance is through your Keyhook Tenant Portal. Submitting online lets our Property Management Team assess the issue, judge its urgency and bring in the right contractor — the more information you give us, the faster we can help.
How to submit a maintenance request
All maintenance requests are submitted through your Keyhook Tenant Portal.
Log in
Log in to your Keyhook Tenant Portal using your tenant login details.
Open Maintenance Requests
Navigate to the Maintenance Requests section and select Create New Request.
Tell us what's happened
The more detail, the faster we can act — see exactly what to include below.
Submit
Your request is received by our Property Management Team for assessment. Track its progress any time in the portal.
Include as much information as possible
- A clear description of the issue
- The location of the problem in the property
- When the issue first started
- Whether it's getting worse
- Any immediate health or safety concerns
- Clear photographs or videos
- Your preferred availability for contractor access
- A separate request for each unrelated issue
Our maintenance process
Once your request has been received, we'll take care of the rest.
Assessment
We review every request to judge its urgency, whether we need more information, whether landlord approval is required, and which contractor is best suited.
Contractor allocation
Where appropriate, we engage one of our trusted, qualified contractors — they may contact you directly to arrange a suitable time.
Repair
The contractor completes the work where possible, or advises if further repairs, specialist trades or parts are needed.
Completion
We confirm the repair is finalised and close the request — if more work is needed, we keep managing it through to completion.
Maintenance priority guide
Timeframes are a guide only — they can vary with contractor availability, weather, access, parts and whether landlord approval is required.
| Priority | Examples | Our response | Typical timeframe |
|---|---|---|---|
| Emergency | Gas leak, burst pipe, major flooding, electrical hazards, serious storm or fire damage, property can't be secured after a break-in, structural failure creating immediate danger | Immediate assessment, emergency contractor engaged as soon as practicable. If there's immediate danger, call 111 first. | Immediate |
| Urgent | No hot water, blocked only toilet, significant plumbing leak, complete loss of power (not an area outage), broken external door or lock affecting security, heating failure affecting habitability | Priority assessment, contractor instructed as quickly as possible. | Same business day assessment |
| Priority | Roof leaks during rain, faulty appliances supplied with the tenancy, leaking taps causing damage, broken windows, faulty smoke alarms, partial plumbing issues | Assessed promptly and scheduled with the right contractor. | Generally 1–3 business days |
| Routine | Dripping taps, loose handles, sticking doors, damaged blinds, minor repairs and general wear and tear | Scheduled according to contractor availability. | Generally 5–10 business days |
| Improvement | Painting, additional shelving, landscaping improvements, cosmetic upgrades or requested improvements | Requires landlord approval, assessed separately from maintenance. | Assessed individually |
Emergency maintenance
If your issue presents an immediate risk to health, safety or the property — a burst pipe, major flooding, an electrical hazard or exposed wiring, a gas leak, fire damage, serious structural damage, a property that can't be secured, or a sewer overflow — act immediately.
If there's an immediate threat to life or property, call 111 immediately — before contacting us.
Once everyone is safe, notify us through the emergency contact process below and submit a maintenance request through your Keyhook Tenant Portal.
Emergency line: +64 4 280 1711Plumbing issues
Plumbing issues can quickly become costly if not reported promptly. Urgent plumbing issues include burst pipes, significant water leaks, overflowing drains, a blocked only toilet, no running water, and sewer overflows.
These are assessed immediately on receipt. Where required, we'll engage an emergency plumber the same day to minimise damage and restore essential services. We'll always aim to resolve urgent plumbing issues as fast as possible, but repair completion can depend on access, parts or the complexity of the job.
Who's responsible for what
Under the Residential Tenancies Act 1986.
Tenant responsibilities
- Keep the property reasonably clean and tidy
- Report maintenance issues promptly
- Take reasonable steps to limit further damage where safe
- Provide reasonable access once appointments are arranged
- Avoid careless or intentional damage
- Not arrange repairs yourself without prior authorisation
Landlord responsibilities
- Maintain the property in a reasonable state of repair
- Ensure Healthy Homes Standards compliance where applicable
- Repair or replace items faulty through fair wear and tear
- Maintain essential services — plumbing, electrical, structure
- Arrange repairs within reasonable timeframes
We work closely with landlords to keep this efficient and professional.
Contractor access
- Ensure someone is available if attendance is required
- Secure pets before the contractor arrives
- Provide gate codes or access instructions where needed
- Let us know about any parking restrictions
- Tell us as early as possible if you need to reschedule
Every maintenance request is individually assessed, prioritised by urgency and managed through to completion. We'll keep you informed throughout, and work with trusted contractors to get repairs done to a high standard.
Ready to report an issue?
Submit your maintenance request through your Keyhook Tenant Portal — include a clear description, the location, photos or video, any health and safety concerns, and your preferred access times.