Maintenance

General

You can arrange delegate access to your Online Services account for another person. This could be your partner or another chosen representative. A delegate can perform all functions in Online Services which relate to you as a Defence member.

 

What can they do?

Your delegate will be authorised to perform the following tasks in Online Services on your behalf:

  • Current Housing Solution related actions (e.g., view and select available Service Residences)
  • Modify postal address and contact details
  • Rental Allowance related actions (e.g., Apply for Rental Allowance, complete Rental Allowance Reviews, apply for Rental Allowance Advances)
  • Apply for LIA. 

How to appoint a delegate

You can appoint a delegate through Online Services:

  • Go to 'My Account', 'My Profile' and then 'Manage Delegates'
  • Follow the prompts to enter the relevant contact details*
  • Select ‘Create Delegation’
  • Once created, it will sit in pending status until the delegate responds to the automatic email notification to accept or reject the request.

*Please note, if you are asked to enter a confirmation key, this will be your chosen mix of numbers and/or letters (e.g., 1234). You will need to provide the confirmation key to your nominated delegate for them to use when accepting your request, noting it is case sensitive.

 

Can I remove my appointed delegate?


Yes, you can remove your appointed delegate at any time in your Online Services account. In the ‘Manage Delegates’ section select the bin icon and follow the prompts.

For information about your maintenance responsibilities please click here.
For information about common maintenance problems please click here.
To view manuals for appliances in your property please visit manuals online.

Routine maintenance

  • Damage
  • Defects
  • Deterioration

Routine maintenance requests are to be submitted via Online Services

Log in to your Online Services and select the Maintenance option from your current tenancy details on your dashboard.

All routine maintenance requests are logged.

  • It is our policy to respond to requests within 28 days
  • We will notify you of any delays
  • You can check the status and progress of your maintenance request by logging in to Online Services and selecting the maintenance option from your current tenancy details on your dashboard.

Emergency maintenance

Emergency maintenance is available for repairs that affect the immediate health, safety or security of you, your family or the property. This include things such as:

  • Burst water pipes or no water
  • Serious flooding
  • Sewer blockage
  • Complete loss of power
  • Electrical faults
  • Internal lights and power fittings affected by water
  • Gas leaks
  • Fire or storm damage
  • Loss of all toilet facilities
  • Any mould that cannot be rectified easily by simple cleaning

For emergency maintenance, call the 24/7 phone service on 139 342.

The emergency maintenance service is available for repairs that affect the immediate health, safety or security of you, your family or the property.

If you call for a non-emergency maintenance issue, you will be asked to phone back during business hours.

  • A contracted maintenance provider will respond to your emergency request within four hours.
  • The maintenance work will be completed within 24 hours of receiving the request (unless the maintenance work is greater than first anticipated, in which case it may take longer).

Natural emergency

In case of a natural emergency (fire, storm or serious flooding) call 000 or the State Emergency Service on 132 500.