Metro Facility Services
For urgent facilities and general maintenance assistance.
0419 444 483For renters
Urgent maintenance.
If something at your rental property needs immediate attention, use this page to work out the next step. For urgent repairs, contact Common Ground Property straight away.
First things first
Is it urgent?
Victorian rental law treats certain repairs as urgent and requires the rental provider or agent to respond immediately.
Safety comes before the property.
If there is fire, serious injury, an immediate threat to life, or another emergency requiring police, fire or ambulance assistance, call 000.
If you smell gas, avoid flames and electrical switches, move away from the affected area and contact your gas distributor or emergency services as appropriate.
Examples of urgent repairs
Urgent repairs can include:
- Burst water service
- Blocked or broken toilet system
- Serious roof leak
- Gas leak
- Dangerous electrical fault
- Flooding or serious flood damage
- Serious storm or fire damage
- Breakdown of essential hot water, water, cooking, heating or laundry services supplied with the property
- Breakdown of a supplied cooling service or appliance
- Failure of gas, electricity or water supply
- Failure of a safety device such as a smoke alarm or pool fence
- Damage or a fault that makes the property unsafe or insecure
- Serious building-related mould, damp or pest issues that make the property unsafe
What to do
Four steps for an urgent repair.
1
Make the area safe
Do not put yourself at risk. If safe, turn off the relevant water, gas or power source. For life-threatening emergencies, call 000.
2
Contact Common Ground Property immediately
Call 0424 134 399. Also send the repair request in writing to admin@cgpg.com.au with the property address, what has happened, photos or video if safe to take them, and the best number to reach you.
3
Stay available for access
Urgent repairs may require a tradesperson to attend quickly. Keep your phone nearby and let us know about any access issues, pets or safety concerns at the property.
4
If you cannot get a prompt response
Consumer Affairs Victoria states that if you have notified the rental provider or property manager and there is no prompt response, you can arrange and pay for an urgent repair costing up to $2,500. Keep receipts and request reimbursement in writing. Repairs over $2,500 follow a different process, so check the current CAV guidance before arranging them yourself.
This page is general information for Victorian renters and is not legal advice. Repair rules and processes can change. Always check current Consumer Affairs Victoria guidance where needed.
Urgent trade contacts
Need a tradesperson urgently?
Contact Common Ground Property first wherever possible. If you have been directed to contact a service provider, or you need the relevant contact details quickly, use the numbers below.
My Safe Home
For specialist gas, electrical and smoke alarm safety services.
1800 943 708Victoria State Emergency Service (VICSES)
For emergency assistance during floods, storms, tsunami or earthquake events. If someone’s life is in danger, call 000 instead.
132 500Immediate danger: call 000 first. For all urgent maintenance, also notify Common Ground Property as soon as possible so the repair can be recorded and managed.
Non-urgent maintenance
Not an emergency?
Send your maintenance request in writing with clear details and photos so it can be assessed and arranged efficiently.
Maintenance requests sent to this address are received through our property management workflow and handled in accordance with our Privacy Policy.