Hume Community Housing Association Repairs and Maintenance Request

Hume is committed to ensuring that properties are well maintained to ensure the well being of tenants and their family.

Hume is responsible for maintaining the property and items such as cookers which were provided by Hume. Hume will repair anything that breaks as a result of fair wear and tear. There are legal requirements that Hume must meet as a landlord as detailed in your tenancy agreement.

In some cases you as the tenant may be responsible for a repair, this will most commonly be where the damage is the result of actions or activities you have been responsible for. Hume can still organise the work needed but will require you to meet the cost. Some more information is provided below under the heading "Rechargeable Repairs".

Reporting a Repair

Repairs can be reported in the following ways

• Anytime via using this website: click here to fill out the form
• During office hours by calling 9727 0688
• Out of hours (for emergencies only) by calling 9727 0688

The timeframe in which work will be undertaken is determined by the type of repair.

Repairs Time Frames:

Emergencies

The problem must be very urgent. It has to be a threat to your health, safety or security - like a major water burst. Some jobs are emergencies only if a vulnerable person like a young baby, elderly person or disabled person lives in your home.

Urgent repairs will be made safe within 4 hours. The following types of repairs are considered urgent,

• Burst water service
• Blocked or broken toilet
• Serious roof leak
• Gas leak
• Dangerous electrical fault
• Flooding or serious floor damage
• The failure or breakdown of any essential services or appliances that have been provided by Hume for hot water, water, cooking, heating or laundering
• The failure or breakdown of the gas, electricity or water supply
• An appliance, fitting or fixture provided by Hume that uses or supplies water and that is broken in a way that causes a substantial amount of water being wasted
• Any fault or damage that makes the home unsafe or insecure

With emergency repairs the first priority is to ensure that there is no danger to you. When the emergency occurs outside Hume’s opening hours your call will be automatically directed to our 24 hour contractor who will organise for the situation to be made safe. Where further work is required to complete the repair this will ordinarily be undertaken on the next working day or as soon as is possible in business hours.

Five Days:

Issues such as a faulty toilet cistern, sticking door, dripping taps-will be attended to within 5 days of you reporting it to us.

Twenty One days:

Non-urgent general repairs will be done within 21 days such as blocked guttering, screen mesh, slipped roof tiles.

Planned Works (Hume Community Housing Owned Properties Only):

Hume has an annual planned program to ensure properties are well maintained. The work under the planned program includes items such as carpet replacement, kitchen & bathroom upgrades, and hot water system replacements. The work to be undertaken is identified through property survey inspections, reports by staff following visits and from reports by tenants. A limited number of properties are included in the program each year. If your home is included in the program you will be notified by the assets team in writing, and you will be contacted by the contractors to arrange a suitable appointment date.

Alterations and Modifications to Your Home:

As a tenant you may be permitted to undertake small alteration to your home such as installing air-conditioning units. You must obtain permission before undertaking any work. If you want to do any work you must fill out our 'Alterations and Modifications' form.

If you require any modifications for assistance due to a disability or if you are elderly, you will need to have your home assessed by an Occupational Therapist. If you think your home is unsuitable you should contact Hume via e-mail webenquiry@humecha.com.au.

Rechargeable Repairs

Deliberate damage or neglect

Most people take a real pride in their homes, but there are a few who damage things deliberately or thoughtlessly. We believe that it is the responsibility of those who cause damage to pay for the repair work where damage is deliberate or the result of neglect have to pay for the repair. We call these jobs 'rechargeable repairs'.

What counts as deliberate damage or neglect?

You don't have to pay for things that have been damaged by fair wear and tear, or if the damage was caused by a crime - as long as you've reported it to the Police.

If there is a doubt about how the damage happened we will come and check the problem before we make a decision. 

What sort of repairs?

Here are some typical jobs that we would check to see it the damage was caused deliberately or by neglect. We may charge for other repairs if necessary:

• Broken door or door frame
• Lost keys replacement lock
• Damage caused by forced entry after lost keys
• New window glass, broken window frame
• Broken kitchen unit, toilet, bath or wash basin
• Broken electrical fittings

If you are unclear about whether you will be charged for a repair you should call your Housing Officer to discuss the matter.

If you are unfamiliar with who to contact you can send an email to webenquiry@humecha.com.au and your enquiry will be passed on to the appropriate person.

Repairs and maintenance to your Hume property can be logged via our website

Urgent repairs are to be rectified straight away. The following types of repairs are considered urgent, for these repairs please contact the Hume maintenance line on (02) 9727 0688

• Burst water service
• Blocked or broken toilet
• Serious roof leak
• Gas leak
• Dangerous electrical fault
• Flooding or serious floor damage
• The failure or breakdown of any essential services or appliances that have been provided by Hume for hot water, water, cooking, heating or laundering
• The failure or breakdown of the gas, electricity or water supply
• An appliance, fitting or fixture provided by Hume that uses or supplies water and that is broken in a way that causes a substantial amount of water being wasted
• Any fault or damage that makes the home unsafe or insecure
• Serious fault in a lift or staircase