Can we fix it? Yes we can
At Haven, we pride ourselves on maintaining our homes to a very high standard. In return, we expect our tenants to do the same.
From time to time, there will be repair and maintenance issues that need attention: a dripping tap, a broken window, a cracked shower screen or perhaps a more pressing issue such as the hot water service breaking down.
We have a commitment, and an obligation under the Residential Tenancies Act 1997, to act quickly on repair and maintenance issues reported to us. We take this commitment very seriously.
How often does Haven carry out inspections and maintenance?
Every 3 years we carry out a thorough structural inspection of our homes. This involves checking the condition of all major components of your home such as walls, roofs, floors, windows, doors, hot water services and smoke alarms. This inspection helps us implement a planned maintenance works program to prevent your home falling into disrepair.
Every 6-12 months, we also organise a tenancy inspection to ensure that you are taking care of our home. This helps us maintain the quality and standard of our homes and meet the expectations of our current and future tenants.
From time to time, tenants report a problem to us and we arrange a tradesman to attend to the issue. This 'responsive maintenance’ happens as required.
View Tenant Rights & Responsibilities
Download a copy here.
Renting a home guide for tenants (717 KB)
The difference between an urgent and non-urgent repair
An urgent repair is one which poses a risk to your health or safety. This includes, but is not limited to:
- a severe gas leak
- dangerous electrical fault
- burst water service, flooding, serious storm damage
- blocked or broken toilet system failure of essential services such as gas, electricity, heating or water supply.
Non-urgent repairs are common, everyday maintenance issues such as a loose door hinge, cracked window or dripping tap. These repairs do not pose a health and safety risk but still require attention.
All non-urgent repairs should be reported to us during business hours.
Who do I contact to report a maintenance issue and how?
You can report a maintenance issue to us by phone, fax, email, in person or by post.
Haven now manages more than 600 properties statewide and this number is increasing rapidly. Knowing where your property sits within our housing programs is very important as we do not have one central agency that deals with all maintenance problems.
Click here to use our online maintenance request form.
Affordable Housing property maintenance
Weekdays 9am-5pm
Ph: 03 5445 8112
After hours
If an urgent or essential repair is needed after hours, you can organise a tradesman to attend to the problem immediately. Be sure to notify us of this on the next business day, but be aware that you will be expected to pay for the cost of repairs if the maintenance is deemed to be of a non-urgent nature after the event.
Transitional Housing property maintenance
Weekdays 9am-5pm
You should report maintenance issues to your property manager at the relevant Haven office:
- Bendigo Ph. 03 5444 9000
- Mildura Ph. 03 5018 4200
- Swan Hill Ph. 03 5032 3099
- Robinvale Ph. 1300 716 776
After hours
For urgent or essential repairs phone 13 11 72.
How quickly can I expect a repair to be completed?
We must complete urgent repairs within 48 hours. If this is impossible, we will discuss alternative arrangements with you. Non-urgent repairs will be completed in 7-14 days.
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