Step 1 – Know Your Rights
You have the legal right to ask your rental provider (landlord or agent) for repairs and maintenance. In fact, sections 62 and 72AA of the Residential Tenancy Act 1997 specifies you must give written notice to the rental provider as soon as practicable after becoming aware of a breakdown of facilities, fixtures, furniture, or equipment provided by the rental provider or of damage to the rental property.
Friendly Reminder: You must always continue to pay rent.
Step 2 – Ascertain the type of Repair or Maintenance
What is an urgent repair?
Urgent repairs are:
- Breakdown or failure or any essential service or appliance provided for water, hot water, cooking, heating, or doing laundry
- Failure or breakdown of any cooling appliance or service
- Breakdown of any safety-related device
- A failure or breakdown in any appliance or fitting supplied by the rental provider that will result in a large amount of water being wasted
- Any fault or damage that makes the premises unsafe or not secure, including pest infestations or the presence of mould or damp caused by, or related to, the building structure
- A serious fault in a lift or staircase
- Blocked or broken toilet
- Gas leak
- Dangerous electrical fault
- Flooding or serious flood damage
- Serious storm or fire damage
- Burst water service
- A serious fault in a lift or staircase
- If the renter moved in after 28 March 2021, new minimum standards
Need help? Contact us
What is a non-urgent repair?
A non-urgent repair is a repair that is not on the list above.
Step 3 – Reporting the Repair or Maintenance
- Urgent Repair
When to report:
- Report immediately by calling and then put it in writing using the forms provided. Written notices can be, hand-delivered, by post or by email. We recommend email as this provides electronic confirmation and tracking of the communication with your rental provider.
When must the rental provider act:
- The rental provider must make sure the repair is actioned immediately.
How to report
- TOP TIP: Use the Rent Rabbit Step by Step Guide Below for “Process for Urgent Repair”
- Non-Urgent Repair
When to report:
- Report immediately by putting it in writing using the forms provided, we suggest a follow-up phone call. Written notices can be, hand-delivered, by post or by email. We recommend email as this provides electronic confirmation and tracking of the communication with your rental provider.
When must the rental provider act:
- The rental provider must make sure the repair is actioned within 14 days.
How to report
- TOP TIP: Use the Rent Rabbit Step by Step Guide Below for “Process for Non-Urgent Repair”
Process for Urgent Repair
| Urgent Repair Process Step 1 – Contact your rental provider | During business hours: Call your rental provider as soon as possible and report the urgent repairs. After hours: You should have been provided with an after-hours contact(s) by your rental provider when you signed your lease (check your lease documentation). Call the phone number provided and report your repair or maintenance request. |
| Step 2 – Use the right documentation | For an urgent repair use Consumer Affairs Victoria’s “Notice of breach of duty to residential rental provider of rented premises”. Email this form as soon as practicable. We suggest you email the form immediately after you contact your rental provider. TIP: Upload the completed document (and any email trail) to your Rent Rabbit profile under TenantVault™ for safe record keeping. |
| Step 3 – Use the Rent Rabbit email template | Located in the “Resources” Section of your Rent Rabbit account |
| Step 3 – Evidence | Take videos and photos as evidence. This may help provide support later if the problem gets worse and repairs are not done. TIP: Upload the completed document (and any email trail) to your Rent Rabbit profile under TenantVault™ for safe record keeping. |
| Step 4 – Timeframe and Response Processes | If your rental provider does not carry out or evidently arranges repairs within 24 hours or refuses, you have two options. Apply to VCAT for urgent repairs – (NOTE: If the repair is urgent VCAT must hear your case within 2 business days).Apply Online or Apply Via Email/PostArrange and pay for urgent repairs yourself – (up to $2,500 including GST.) We suggest contacting VCAT, as this avoids having to get your rental provider to reimburse you. |
Process for Non-Urgent Repair
| Step 1 – Contact your rental provider | Repairs should be done: In writing (and can include a follow-up phone call)Include the date of request |
| Step 2 – Use the right documentation | For a non-urgent repair use Consumer Affairs Victoria’s Notice to rental provider of rented premises (Word, 97KB). Email this form as soon as practicable after noticing the required repair or maintenance. TIP: Upload the completed document (and any email trail) to your Rent Rabbit profile under TenantVault™ for safe record keeping. |
| Step 3 – Use the Rent Rabbit email template | Located in the “Resources” Section of your Rent Rabbit account |
| Step 3 – Evidence | Take videos and photos as evidence. This may help provide support later if the problem gets worse and repairs are not done. TIP: Upload the completed document (and any email trail) to your Rent Rabbit profile under TenantVault™ for safe record keeping. |
| Step 4 (Optional) – Timeframe and Response Processes | This is an optional step. If your rental provider does not respond to your initial request, we suggest you complete and send Consumer Affairs Victoria’s “Notice of breach of duty to residential rental provider of rented premises”. (Make sure to include the original notice in your email). Using our email template for non-urgent repairs no response, this is in the “Resources” Section in your Rent Rabbit account. Did you know: Legally, you are able to skip this step and move straight to Step 5. |
| Step 5 – After 2nd No-Response | If your rental provider does not carry out or evidently arranges repairs within 14 days of your initial request or refuses, you have two options. Apply to VCAT for urgent repairs – (NOTE: If the repair is urgent VCAT must hear your case within 2 business days). Apply Online or Apply Via Email/Post |
Step 4 – Introducing RentRabbits TenantVault™
How-to-Guide for Uploading all your documents to Rent Rabbit’s safe file system
TOP TIP: Keep all your rental history in one place!
Rent Rabbit has provided a quick and easy way to keep all your rental documents secure and in one place, no more time wasted searching through your email inbox. You can upload documents such as:
- Tenancy Agreements
- Tenancy repairs and maintenance request correspondence
- Utility bills
- Condition reports
- Bond lodgment
- Repair and maintenance photos
- Application resources
“It’s a great way to keep track of your tenancy history in a platform that’s built by renters for renters.”
Carol M
“When I had issues with repairs getting done, having the document upload and the my resources helped massively. 😊 Thank you, Rent Rabbit!”
Susan B
“Some of us will be renting our whole lives, this platform is definitely built for me. Also, I love their my resources section and help guides”
John F
How-to:
- Login to your RentRabbit profile here.
- Select the TenantVault™ option from your menu.
- Select the “Upload now” button
- Upload all your rental documents for safe keeping.
