Maintenance and repairs to your home
Last published 01 Jun 2020
You can request urgent repairs by calling the Maintenance Line any-time, on 1800 422 322.
Urgent repairs include:
- gas leaks
- electrical faults
- doors that won’t lock
- flooding in your home.
You can request non-urgent repairs by going online and searching for ‘eRepair’ at dcj.nsw.gov.au
Non-urgent repairs include a:
- towel rail coming loose
- blind cord getting jammed.
We also carry out annual inspections to check your property and your smoke alarms.
Requesting maintenance and repairs
Our tenants can expect quality maintenance work and consistent standards across NSW.
We do most maintenance in a planned work program so we can keep our properties up to standards.
You can request non-urgent repairs quickly and easily online below:
You can also request a non-urgent repair request via the MyHousing mobile app.
You can call the Maintenance Line for information 24 hours a day, 7 days a week.
1800 422 322
Your local DCJ office has phones with direct links to the Maintenance line. You can use them when requesting maintenance on your home.
Follow the prompts when you call. You need to enter your postcode, so have it ready before you dial.
You can ask a DCJstaff member to assist you.
Responding to your requests
First, you describe your repair or maintenance problem to the operator. Then we classify your request and let you know the likely response time.
Sometimes, if the repair is urgent, we may send out a contractor promptly. If they cannot complete the repair in that time, the contractor will undertake interim repairs to ensure your home is safe. Then they will return to complete the repair within a reasonable timeframe.
The likely response times are:
- Two to Eight hours for critical problems. Things that need prompt action because of health, safety or security concerns. For example, electrical hazards, gas leaks, flood or sewer overflows in common areas.
- Twenty four to 48 hours for urgent problems. Things that need prompt action because of safety or security concerns. For example, no internal working lights, blocked external drains, stoves or hot water heaters not working.
- Twenty days for general repairs and maintenance requests. Things that cannot wait for large scale planned works
If the repair request is of a type that is undertaken as part of a large scale planned work program, we’ll complete it to the existing schedule.
Annual compliance assessment
Our contractors do an annual compliance assessment to service smoke alarms. At the same time, they do a quick inspection of your home. They check on the state of the:
- internal paint and external paint and floor finishes
- kitchen and bathroom
- roof, windows and fencing
You will receive a letter to let you know the date of the inspection in advance.
Planned program of works
We carry out most maintenance under our large scale planned program of works.
We use the annual compliance assessment information to find out what work is required on your home. These details will inform the planned program of works.
What you can expect of maintenance contractors
All contractors carrying out maintenance and must:
- contact you in advance to arrange a suitable time to attend your home
- show their identification when they arrive
- behave politely
- carry out repairs and maintenance safely and to required standards
- complete work within an agreed time frame.
Your responsibility for home maintenance
- keep your home in a good state throughout your tenancy
- allow our contractors to enter your home to complete inspections, regular servicing or other maintenance work. Remember that Saturday is a 'work day' for contractors
- pay for the cost of any damage to your home that isn’t reasonable or day to day ‘wear and tear’.
Feedback or complaints
Sometimes, we will phone you for feedback about recent maintenance so we can improve our services. These calls may take up to 15 minutes. We encourage you to participate in these surveys. We also understand you might be busy, so let us know when we call, the decision is yours.
Speak with your Client Service Officer or contact DCJ Housing Client Feedback Service if you want to make a complaint or provide feedback.
- Call the Housing Contact Centre on 1800 422 322.
- Email firstname.lastname@example.org