Tenant Self Troubleshooting Guide

Before contacting the Tenancy Manager with your repair request, please read the self-help tips below to avoid any unnecessary call out charge

All damages and maintenance issues must be reported to the Tenancy Manager on the next working day.
Please note: – If a contractor attends to a problem at your home and it is found that the problem is a fault of your own, you will be charged for the call out.

Prior to calling this number, please refer to the Tenant Self Troubleshooting Guide below.
Please do not send an e-mail or text your property manager.

If you return home and the alarm is either flashing or beeping this may mean there was a power surge to the
property.
Type in your alarm code and wait 20 seconds; then unset the alarm code. This should stop the flashing and
beeping.
If the beeping continues then the battery needs replacing. This is not urgent; all non-urgent maintenance
requests are to be emailed or phoned through to the Tenancy Manager who will arrange battery replacement.

Check for any smoke or fire in the house immediately. If it is not caused by the smoke or fire, it may just need a
battery replacement or a proper reset; you can replace the battery yourself.

Check that the tap (also known as the gate valve) on your water meter is turned on. If it has been turned off or
is partly open, turn it anticlockwise to fully open. This tap is usually in a blue lidded box found at the front of
the property. If the meter tap is already on, the cause may be a fault or temporary water outage nearby. Call
WaterCare on P: 09 442 2222 or free text 3130 to report a fault.
Are all taps affected? If it is just one tap, the cause will likely be in your private plumbing.
This is not urgent; all non-urgent maintenance requests are to be emailed or phoned through to the Tenancy
Manager who will arrange repair on the next working day.

If you are a new tenant and just move into the property, have you arranged for the power connection? Have
you got your power account activated?
Check fuses and the switches located in the electrical meter box. If the switches have tripped, reset them. If
they trip again, turn off all the power points and unplug your appliances.
Reset the switches again, then begin plugging in your appliances one by one to find out which one is tripping
the switch. (This tip also can be used if your power is tripping lights or power points in your house.)

If the appliance affecting the power belongs to you, the repairs are your responsibility. If the appliance
belongs to the owner, contact your Property Manager on the next working day who will arrange repairs.
If you cannot restore power after you have checked the fuses and switches, check if your neighbours have
power. Call Vector on P: 0508 832 867 and they will be able to advise you if there are any faults in your area.
If you have completed these checks and cannot find the cause of the problem, please CALL the after-hours
emergency number.

If you are a new tenant and just moved into the property, have you arranged for the connection of your gas or
electricity? Have you got your own power account sorted?
If you are not a new tenant:
If it’s an electrical hot water system – check the hot water switch is turned on, check the meter box in case
someone turned it off by mistake. If there has been an overload, the safety switch may need resetting.
If it’s a gas hot water system – Is the gas turned on? Are the gas cylinders empty? Please contact your gas
company for a refill if the gas bottles are empty. Check the electrical switchboard. If there has been an
overload, the safety switches may need re-setting. Have you checked to see if your pilot light has gone out?
Some gas hot water systems can be easily relit – others may require a tradesperson.
Check the cut-out switch in the meter box.
Check that the switch inside the cupboard, where the hot water cylinder is – is ON

Check your fuse box. If there has been an overload, the safety switches may need re-setting.
Does a light bulb need replacing?

When replacing a screw-in light bulb, DO NOT screw the bulb too tightly into the light fitting as it causes the
bulb to heat up quicker and blow inside the fitting; this makes it difficult to remove the broken bulb. This will
also mean that the light bulbs need to be replaced more frequently.

You are responsible for keeping all sinks, tubs, showers and toilet drain lines clear. Do not allow anything into
the plumbing system or use them for any purpose other than their original design. Sanitary products, diapers,
facial tissues, condoms, cotton swabs, cigarette butts, coffee grounds, cooking fat or oils are not to be flushed
down toilets or otherwise deposited into the drain.

  • Try using Draino to try to free the blockage.
  • Try pouring boiling water down the sink.
  • You may need to clean the “U” bend. Put a bucket under the pipe, unscrew the pipe under the sink

(where possible) remove ‘waste’ and re-screw the pipe back together. Pour boiling water down the
drain.
If there is a recurring problem with blocked sinks or drains, please advise your Tenancy Manager on the next
working day.

All of these are connected via a number of switches that are placed on the wall in close proximity to the
appliance. The reason these switches are there, is in case of an emergency; so that they can be turned off
quickly. Usually they are either on the wall within site or in the pantry at approximately waist height.

Check there is power to the dishwasher.
Check that the plug at the wall is completely inserted and switched on.
Check if the safety switch on the wall is turned on.
Check that the door is closed properly.
Check the safety overload switch at the fuse board.
Should these checks not fix the problem, please advise your Tenancy Manager on the next working day and
they will arrange repair.

Check to see if the safety switch is turned on at the wall.
Check if the switch under the kitchen bench is on and if the plug is completely pushed in.
Some models have an air switch on the bench unit. If so, please check the unit to ensure that the plastic tube
has not become dislodged.
The “re-set” on the safety switch (overload button) may need to be re-set. This is normally a little red, green or
black button underneath the bottom of the garbage disposal unit.
Blocked Waste Disposal – Usually the wrong things have put down it. Never put teabags, onion skins, pumpkin
seeds, or banana peel into a waste disposal. Remove any solid articles dropped down … cutlery etc. Once the
outlet is unblocked find the reset switch located under or side of the waste unit under the sink. Just push this
and the waste disposal should start.
[IMPORTANT]: please make sure the waste disposal is completely turned OFF and unplugged before trying to put
your hands or tools down to the sink.

Check to see if the switch on the wall is turned on and check the meter box to see if switches have tripped.
If your stove has elements that can be removed, as opposed to glass top elements, and an element is not
working, check the connectors to make sure that they are not lose or dirty. Sometimes pulling the elements
out and cleaning them and putting them back in again may fix the problem. If the problem continues, please
advise your Tenancy Manager on the next working day.

For washing machines, check the hot and cold-water connection hoses and taps before calling to report a
problem. Dryers will need to have the lint filter cleaned after each use. If the appliances belong to you, you will
be responsible for any maintenance. If they belong to the owner and you have checked the manual (if
provided), contact your Tenancy Manager on the next working day to arrange repairs.

Please ensure correct connections from the super tub to your own washing machine are connected prior to
using the machine. The first few times that you are using the washing machine, please leave the super tub
door open; check whilst the washing machine is running that the hoses are not leaking. If they are leaking,
check your hoses have washers at the connection point then re-screw again. If this fails, then please do not
use your machine until after we have sent a plumber to replace the thread or washers on the super tub side,
which is the owner’s responsibility. If your washing machine hose is leaking, then please note that you will
need to attend to the repair of your washing machine hose at your own cost.
If the problem continues, please advise your Tenancy Manager on the next working day.

The most common problem in properties is leaking from wet areas e.g. bathrooms, laundries, kitchens into
adjoining rooms. A regular check for water leaks is advisable. Should you notice water damage to a wall
adjacent to a shower recess, bathroom basin etc please let the Tenancy Manager know. This can be identified
by bubbling or peeling paint, or even water or mould marks to the flooring/carpet. This usually identifies
either loose tiles or a broken/leaking pipe in the wall and will need attending to promptly to prevent further
damage from occurring. If the carpet / floor is wet, sponge and dry the area thoroughly and check again after
use. Please advise your Tenancy Manager on the next working day if it is still a problem.

Water trickling or leaking into the bowl from the cistern usually indicates a worn cistern washer and needs to
be fixed by a plumber. Water left to trickle into the bowl continuously may inflate your water bill and therefore
needs to be reported to the Tenancy Manager when noticed. Also leaking may occur to the tap behind the
toilet. Should there be water leaking on the floor around the toilet, regularly mop the water to minimise the
damage and turn off the tap between uses until the tradesperson arrives. Please advise your Tenancy Manager
on the next working day to arrange the repair.

Try the following before contacting the Landlord;
Sinks – Put the plug in, fill the sink with water, using hot water if you think it is blocked with fat or oil, then pull
out the plug. The sheer volume of the water may clear the blockage. If a kitchen sink or laundry tub is blocked,
try this solution first. In a dry sink, pour 1 cup of baking soda down the blocked drain, and ensure that the
powder makes its way down the drain. Next, pour approximately 2 cups of boiling water in
and wait several minutes. Add one more cup of baking soda in and immediately follow it with one cup of plain
white vinegar.
If there is a recurring problem with blocked sinks or drains, please advise your Tenancy Manager on the next
working day to arrange the repair.
Showers – Please remove hairs, soap, grease clogs or whatever blocks the drain. Hairs are the common cause.
Most of the shower drain outlet can be unscrewed and you could take those hairs, soap…etc out easily.
Other Options – Plunge or Plunger – this will clear easy blockages from bits and pieces. Draino from
supermarkets will dissolve most fats and may clear any blockages.

Please place buckets/containers to collect dripping water to minimise any water damage.
This can be caused by any of the following;

  • Nails lifted, loosening through iron sheets – which they can do over time
  • Rusted out iron flashing
  • Broken or cracked tiles

NOTE: Rain can get into any of these areas and move across ceiling beams and leak into another area of the
ceiling thus making it difficult even for a plumber identify the location of problem straight away.
This is not urgent; all non-urgent maintenance requests are to be emailed or phoned through to the Tenancy
Manager who will arrange repair.

First, check the batteries in the garage door remote as they may need replacing.
If the garage door is still not opening by remote or button on the wall, this may mean the property has had a
power surge. Go into the garage, and then;

  • Go to the fuse box and turn all switches to the OFF position.
  • Push the TEST buttons (usually 2 or 3 test buttons to push) and reset them. Turn all the switches back to the ON position.
  • Try the button on the wall or the remote. This should get the door to open.

If the door still does not open, use the rope pulley above the light and convert the garage from automatic to
manual and push the door up whilst in manual position.
This is not urgent; all non-urgent maintenance requests are to be emailed or phoned through to the Tenancy
Manager on the next working day.

Emergency – Dial 111


In the event that URGENT repairs are needed on the property:
IF Electrical: Switch off power at power board
IF Water Leaks: Turn off water at mains.
After Hours Emergency Mobile Phone Number 027 271 5544
Office Hours: Monday to Friday 8:30am – 5pm Weekdays .