Home » Tenants » Community Housing » I want help with maintenance in my current Horizon Housing Property

During the course of your tenancy, maintenance issues sometimes arise. Prior to lodging a maintenance request, please view the Maintenance Troubleshooting Guide which provides solutions to some commonly experienced maintenance problems.

To lodge a Maintenance Request please click here and download the form first before submitting (please note you may need to download the latest version of Adobe Reader on your mobile device and some computers to fill in this PDF). If the form does not work, please try another browser.

While you are responsible for keeping your property in good condition, repairs to the property might be our responsibility due to fair wear and tear.

If the property is damaged, you must inform us, even if you caused the damage.

You can lodge a maintenance request over the phone on Phone: 1300 133 027 or if it is an after-hours emergency, call us on Mobile: 0413 732 807.We will respond to your call as soon as possible.

The following table outlines how long you should expect to wait before the problem is rectified in accordance with case management.

For more details regarding maintenance times please contact your Tenancy Coordinator.

Expected Maintenance Timeframes

Category Example Response Time

Contact (in order)

IMMEDIATE (Health and Safety - Any fault which could lead to death or injury to persons or serious damage to property)

Gas leak, live bare electrical wire, building damage, burst water pipe inside building, fire

1 Hour

Emergency Services

Utility Provider

Horizon Housing Contact Centre

After hours Emergency Contact Number

URGENT (Health and Safety and Functionality - any fault which could endanger health or result in extensive damage to property) Secure property after forced entry or damage, no lights and/or power, serious water penetration 4 Hours Horizon Housing or After Hours Emergency Number
PRIORITY (Functionality - Faults which cause serious inconvenience to client) Blocked drains (minor), toilet cistern, broken locks on external doors 24 Hours Horizon Housing Contact Centre
NORMAL (Faults which cause inconvenience, or may in long term cause further damage Slow dripping taps, stove element not working, water hammer, doors jamming 14 Days

Horizon Housing Contact Centre

Some of our properties are head leased, and in these cases the owners/agents might be responsible for repairs. While we will try our best to ensure repairs are completed on time, however we cannot guarantee their response time.

Remember, you must tell us about damage regardless of who was at fault. We need to know to ensure that the problem is fixed and to possibly prevent further damage.

If repairs are your responsibility, you will be required to get the work completed yourself in a tradesman-like manner. If this is not possible, contact Horizon Housing to enquire about getting the work done and we will invoice you for the repairs.

If you vacate without paying for outstanding repairs which are tenant responsibility, then this outstanding debt will be taken from your bond and will follow up any amounts which are not covered by the Bond with you. If the maintenance is the Property Owner’s responsibility, they will pay for all repairs.