Requesting Repairs And Maintenance

Mareeba Community Housing Company is committed to carrying out repair and maintenance works on tenant properties, in an efficient and timely manner. To facilitate this, we rely on our tenants to report any issues as soon as they become aware of them. To request repairs and maintenance to your accommodation, please contact Mareeba Community Housing Company on (07) 4092 6899 and we will work with the landlord to address the issue.

Standard Maintenance Requests

For any non-urgent maintenance issues or requests please contact the office on (07) 4092 6899 or fill out and return the Maintenance Request Form. These requests are generally attended to within 7-14 days

Emergency Repairs

To report emergency repairs (e.g. a burst water service or gas leak) you should:

1. First contact our office on (07) 4092 6899.
2. If our office is closed, call a repairer directly, Mareeba Electrical Services: (07) 4092 1573, Big Pete’s Plumbing: 0409 431 262
3. If your life is in danger – Call 000

What Are ‘Emergency Repairs’?

As per RTA guidelines, an emergency repair is classified as the following:

• a burst water service or a serious water service leak
• a blocked or broken lavatory service
• a serious roof leak
• a gas leak
• a dangerous electrical fault
• flooding or serious flood damage
• serious storm, fire or impact damage
• a failure or breakdown of the gas, electricity or water supply to the property
• a failure or breakdown of an essential service or appliance on premises for hot water, cooking or heating.
• a fault or damage that makes the property unsafe or insecure
• a fault or damage likely to injure a person, damage property or unduly inconvenience a resident of the property
• a serious fault in a staircase, lift or other common area or premises that unduly inconveniences a resident in gaining access to, or using, the property

All other repairs are considered routine repairs, in which case you should contact our office during business hours. If a tradesperson is arranged and it is not an emergency, the tenant may be charged for the repair. For further information please visit the Residential Tenancies Authority.

Moving Out

If you intend to move out of your rental property you must provide notice in writing. You can do so by filling out and returning the RTA Notice of Intention to Leave to us. If you have any questions or would like to complete this form at the office, please call (07) 4092 6899 or come in to discuss.

Inspections & Cleaning Checklists

See below our routine and exit inspection information.

Routine Inspections

Routine inspections take place every three months. To prepare, we recommend following the Cleaning Checklist.

Exit Inspections

Exit inspections take place when you leave your tenancy. We recommend following our Exit Checklist to assist with a hassle-free exit.

Complaints, Feedback and Appeals

Mareeba Community Housing Company believes in the right for tenants and stakeholders to have fair, open and transparent opportunities to make complaints and offer feedback. We are committed to providing our tenants with a consistently high quality of accommodation and customer service.

Complaints

If you are not satisfied with our delivery of housing and tenancy services, you may make a complaint directly to the appropriate employee (informal) or complain in writing (formal). Complaints will be acknowledged within three days, then investigated and advice provided within 21 days. A complaint may be made in person, telephone, email or in writing to: 212 Walsh St, Mareeba QLD 4880, 07 4092 6899 or reception@mchc.org.au

Appeals

You may request a review of a decision made by us, that directly involves our delivery of housing and tenancy services.

Tenancy Related Disputes

If the conflict or grievance is tenancy related and is covered by the Residential Tenancies Act, then the matter should be immediately referred to the Residential Tenancies Authority or a tenant’s advocacy service. This information is outlined the Tenant Information Kit and links to the RTA website.

• MCHC Complaints, Feedback and Appeals Policy

Rent Management

We are committed to ensuring that the rent management system is sensitive to the needs and circumstances of our tenants. As such, we manage rent payments and rent arrears in a manner which is fair to the tenant, while ensuring that rent is paid as required. We manage rent arrears to both ensure full payment and sustain tenancies wherever possible.

• MCHC Rent Management Policy