Maintenance
Maintenance requests are an inevitable part of being a landlord. How you handle them directly impacts tenant satisfaction, your legal compliance, and the long-term value of your investment property. A systematic approach to maintenance management saves time, reduces costs, and keeps your tenants happy.
The first rule of handling maintenance requests is to acknowledge them quickly. Even if you cannot resolve the issue immediately, letting your tenant know you have received their request and are working on it goes a long way. Under Australian tenancy law, you are required to address urgent repairs within 24 hours and non-urgent repairs within 14 days in most states.
A prompt acknowledgement does not mean you need to have a tradesperson on site within the hour. It means responding to the tenant's message, confirming you understand the issue, and providing an expected timeline. Something as simple as "Thanks for letting me know. I will have a plumber out to look at this by Thursday" is sufficient for a non-urgent issue.
Avoid dismissing requests or telling tenants to "just live with it." Even if you believe the issue is minor, failing to respond can escalate into a tribunal complaint. Treat every request as legitimate until you have assessed it.
Documentation is your best protection. Every maintenance request should be recorded with the date received, a description of the issue, any photos or videos provided by the tenant, the date you responded, the actions taken, quotes obtained, the contractor engaged, the date the repair was completed, and the cost.
This documentation serves multiple purposes. It provides evidence of compliance with your repair obligations if a dispute reaches the tribunal. It creates a maintenance history for the property that helps with tax deductions (repair expenses are generally immediately deductible under Australian tax law). And it builds a record that future buyers or property managers can reference.
For non-urgent repairs, it is good practice to obtain two or three quotes before committing to a contractor. This ensures you are paying a fair price and gives you options if your preferred tradesperson is unavailable. For urgent repairs, you may need to go with whoever is available immediately, but you should still keep records of the costs.
When selecting a contractor, verify their licence and insurance. In most Australian states, tradespeople performing electrical, plumbing, or gas work must hold a current licence. Check with your state's licensing body: Service NSW for NSW, the Victorian Building Authority for Victoria, or the Queensland Building and Construction Commission for Queensland. Unlicensed work can void your insurance and create legal liability.
Build a network of reliable, licensed tradespeople you can call on. Having a go-to plumber, electrician, and general handyman saves time when issues arise and means you are not scrambling to find someone at short notice.
Abode's built-in contractor marketplace simplifies the quoting process. When you receive a maintenance request, you can open it to bids from verified contractors on the platform. Contractors submit their quotes, availability, and any relevant trade licences directly through the system.
You can compare bids side by side, review contractor ratings from other landlords, and select the best option without making a single phone call. Once you accept a bid, the contractor is notified and can coordinate directly with the tenant through Abode's messaging system. The entire process, from request to completion, is documented automatically.
This system is particularly valuable for landlords managing multiple properties or those who live interstate or overseas. It eliminates the need to personally coordinate every repair while ensuring quality and accountability through the platform's rating system.
Clear, consistent communication throughout the repair process prevents misunderstandings and keeps tenants feeling valued. Here are practical guidelines for communicating effectively during maintenance.
Tenants who feel their landlord is responsive and respectful are far more likely to renew their lease, take care of the property, and report issues early before they become expensive problems.