AUKUS - Property maintenance

Under the terms of your occupancy agreement, you must notify us of any damage, defects or deterioration to the property. Early notification will help us to maintain the property in good condition during your tenancy. All routine maintenance requests are recorded and responded to within 28 days.

You can report routine maintenance 24/7 by logging into Online Services.

At DHA, we prioritise the safety of you and your family. For this reason, emergency maintenance must be reported by calling DHA's 24/7 emergency maintenance line on 139 342. Emergency maintenance is an issue that poses an immediate health, safety or security risk to the occupants or property. 

For further information on reporting maintenance and what you can expect from DHA, see Emergency and Routine maintenance.

If you moved into a newly constructed property, it will be subject to a builder's defect liability period (the term of which will be advised by your property manager).

If any defects arise during this period, you should report these promptly to DHA via an Online Services enquiry.

Scheduled maintenance

DHA contractors will contact you in advance to arrange an appointment. The name and details of the contractor attending will be visible in your Online Services.

Before you allow a contractor into the property, we recommend that you ask to see their identification or a copy of the work order.

DHA contractors will contact you in advance to arrange an appointment. The name and details of the contractor attending will be visible in your Online Services.

Before you allow a contractor into the property, we recommend that you ask to see their identification or a copy of the work order.

DHA is committed to ensuring a comfortable and safe environment for you and your family. To help us keep your air conditioner operating through the hot summer months, keep the following in mind:

• Regularly clean the filters in the air conditioning units. This helps to improve air quality and system efficiency.
• If the air filters are grimy, you can hand wash them with warm water and a mild detergent. Rinse them clean so there's no residue left on the filters.
• Remove dust and mildew by wiping clean the external accessible surfaces.
• Proactively use dehumidifiers or air conditioners in dehumidify mode in times of persistent wet weather to prevent Mould. 
  • If you notice any mould growth, it is crucial to address it immediately. Mould can impact air quality and pose health risks.
  • To clean mould off the louvres, mix 4 parts vinegar to 1 part water. Spray it on and use a micro-fibre cloth to wipe clean.
• Ensure that external drains are clear of debris to prevent blockages. Proper drainage is essential for your air conditioner.
• Check that there is no unexpected water lying around the drainpipe.
• Find details on your unit and how to access the filters from the manufacturer's website.
• If you have an evaporative unit, ensure the windows/doors are open. Each room with an outlet or vent should have a window open approximately 10cm. If there is moisture build-up or condensation, the openings may not be sufficient and need to be opened further.

For help with evaporative and refrigerated ducted or split systems, see the detailed Troubleshooting guides.

If the problem persists after troubleshooting, report maintenance via Online Services.

For further information on reporting maintenance and what you can expect from DHA, see Emergency and routine maintenance.

In most areas local councils supply bins to the property however the maintenance of the bins is your responsibility.

If you need to replace a bin, you should contact the local government authority. Depending on the circumstances, you may be liable for the replacement costs levied by the local government authority.

We also recommend that bins are secured when they are not being emptied.

Information on rubbish collection in your area, including bin days, will be available through your local council website.

If you are living in a complex subject to strata or body corporate regulations, you must ensure you comply with by-laws, a copy of which can be found in your Online Services.

If your home has common property, maintenance and cleaning is generally the responsibility of the body corporate, please refer to the by-laws for clarification.

Whilst we can attempt to assist you in reporting an issue, DHA does not have control over the resolution of issues that are the responsibility of the strata corporation. If you are experiencing delays with strata repairs, please escalate the issue to your property manager via Online Services enquiry.

If the property is damaged as a result of vandalism or a break-in, you must report the incident to the police and obtain a police report number. You must also report any damage, as soon as possible, to DHA and provide the police report number.

If you do not report the damage, you may be liable for the cost of any repairs.

Mould related health impacts are uncommon in normal indoor environments; however, mould exposure can result in adverse health effects to some individuals. It can also cause damage to the property. Follow these tips for preventing mould:

• improve ventilation by opening windows and doors whenever possible
• always use exhaust fans when showering or cooking to extract steam and condensation
• make sure that clothes and shoes are dry before putting them away in wardrobes
• allow sunlight into rooms as often as possible
• wash off any sign of mould growth on walls, ceilings and furniture with a mould cleaning solution
• report any suspected water leaks promptly to DHA

Refer to Mould for more information.

If you identify hazardous materials such as asbestos, lead paint, etc. in your property, it is crucial to report any broken, damaged, or disturbed materials to DHA immediately by calling DHAs 24/7 emergency maintenance line on 139 342.

If your property has hazardous materials, you can access the hazardous materials document in Online Services.

To raise concerns about asbestos or other potentially hazardous materials in the property, contact DHA immediately by calling DHAs 24/7 emergency maintenance line on 139 342.

Dishwasher connections and changing water filters (e.g., Puratap filters) or globes in an appliance is an occupant responsibility.

The occupant is responsible for regularly cleaning the oven, cooktop and rangehood to ensure that grease does not build up.

If you lock yourself out or the keys or remotes are lost, stolen, or damaged you will be responsible for the cost of gaining access and replacement lock and keys.

You may contact a locksmith directly to arrange works at your own cost and must notify DHA that locks have been changed.

DHA does not hold spare keys to the property.

Grounds maintenance is a tenant responsibility this includes maintaining the grounds, lawns and gardens in accordance with your occupancy agreement and any by-laws or local council/authority rules that apply.

This includes:

• lawn mowing, weeding, shrub, and tree pruning that can be reached with a standard ladder
• replacing mulch/ pebbles
• replacement of sprinkler heads
• branches overhanging the fence line where the cutting point is below 2.5m (the tree should be trimmed in accordance with local council guidelines and in consultation with the owner/occupier of the neighbouring property).
• When you vacate your property, DHA will use discretion based on local water restrictions when discussing occupant charges relating to the care of lawns and gardens.

The status of water restrictions is not a reason for exemption from any tenant charges where it is identified that there has been neglect in the care of lawns and gardens.

You should be aware that:

• it is your responsibility to obtain the information required in relation to water restriction times
• in areas under water restrictions, you are required to water during specified hours to keep lawns and gardens alive and well maintained
• in areas where there are total bans on watering, lawns and gardens are to be kept tidy and you must remove dead litter.

You must remove any undergrowth that could be a potential fire hazard including dead vegetation and leaves.

The day-to-day control of household pests (cockroaches, spiders, ants etc.) is your responsibility. The presence of a small number of household pests is not regarded as an infestation and can be managed with household spray.

If a local government authority determines a plague movement resulting in a pest infestation, raise an enquiry in Online Services for assistance.

If you detect termite activity at the property, report this to DHA immediately via Online Services enquiry.

To prevent termite damage, you should:

• clean gutters regularly
• ensure any leaking pipes, drains, hot water systems, gutters or signs of dampness are reported
• ensure you keep weep holes clear
• do not place temporary garden beds against the property
• trim trees, bushes and other dense vegetation against the property
• remove dead trees, cardboard or timber from the yard
• remove mulch, debris, and firewood away from the property.

Your property may be subject to an annual pest inspection.

It is your responsibility to maintain smoke alarms. Conduct regular tests, change batteries (if required), and keep them clean and dust free to ensure they are in good working order.

You should not deactivate a smoke alarm or interfere with its operation in any way. If it is identified that you have damaged or removed a smoke alarm, DHA will immediately arrange for the unit to be repaired or replaced, and you will be tenant charged for the repair or replacement.

If you identify a fault, or the smoke alarm is not in working order, notify DHA immediately on 139 342.

Connecting utilities and refilling or replacing gas bottles are an occupant responsibility regardless of how long you have occupied the property.

Prior to reporting loss of power, loss of water or discoloured water to DHA, first contact your local utility provider to confirm any outages or planned works.

Re-lighting the pilot light for a gas hot water system is an occupant responsibility.

Any damage from mistreatment or neglect (including pet damage) is considered non-fair wear and tear (NFWT)

Personnel will be charged for the repair of NFWT if not rectified to a professional standard. Any work on the property that is not at a professional standard will be identified as a tenant charge on the inspection condition report (ICR). 

Wear and tear

We recognise that over time some deterioration will occur due to normal use of the property and ageing. This is called ‘fair wear and tear’.  You will not be charged for repair of fair wear and tear.

Non-fair wear and tear

Any damage caused through mistreatment or neglect, including pet damage and accidental breakage, is considered NFWT and is your responsibility to repair.

If damage has occurred to the property, your property manager can discuss with you how the repairs will be undertaken, the cost of the repairs, and the payment method.

If you arrange or carry out any repairs to the property, it must be to a professional standard.

Repairs that are not rectified to a professional standard will be identified as a tenant charge.

Why is there a potential tenant charge showing in my Online Services for an internal/external clean?

The final internal/external clean, and carpet cleaning, charges will show as a potential tenant charge until the property has been returned to DHA and assessed to be return in the same condition it was received. You are required to provide a receipt to DHA confirming the carpet has been professionally cleaned; DHA can provide you with a list of local carpet cleaning contractors on request. 

If you have any concerns or questions, discuss with your property manager at the time of your pre-vacation inspection (PVI).

Freezer - check the drain hole, if it's blocked by ice or food water has nowhere to go. Flush it gently with warm water to clear the clog. 

• Check the door seal, if this has cracks or tears warm air could get in. 
• Clean the seal with warm, soapy water to ensure a tight closure.
• Keep the fridge level, there is usually adjustable feet to rectify this.

• Check the vents - ensure food containers aren't blocking internal air vents.
• Check temperature settings - the ideal fridge temperature is around 3-4C, and freezer around -18C.

• Check that the doors are fully closed and seals are air-tight.
• Clean the seal with warm, soapy water to ensure a tight closure.

• Make sure the fridge has not been moved and does not have enough air space, it requires at least 5cm at the sides and 10cm at the top for air space. 
• Check the fridge isn't set too cold, this will cause the compressor to run more often.
• Keep the fridge level, fridges may make noise if the fridge has become unbalanced, there is usually adjustable feet to rectify this.

Refer to the user manual or troubleshooting guide online for further assistance with general faults.

• Reset the machine; turn it off at the power point, wait one minute, and turn it back on.
• Unclog the drain house and check this is not kinked or bent. 

• Reset the machine; turn it off at the power point, wait one minute, and turn it back on.
• Run a short cycle 

• Run a cycle while the machine is empty, the machine may have a "Drum clean cycle" or use a hot cycle.
• Ensure any residual scum or mould around the washer opening is cleaned away. 

• If moved, the machine may become unbalanced. 
• Check the clothes inside are balanced.
• Check the machine is level, there is usually adjustable feet to rectify this. 

Refer to the user manual or troubleshooting guide online for further assistance with general faults.